返金ポリシー
Return & Refund Policy
Last Updated: June 2026
At TENTLUX, customer satisfaction is our priority. If you are not completely satisfied with your purchase, please review our return and refund policy below.
1. Return Eligibility
You may request a return within 30 days of receiving your order.
To be eligible for a return, the item must:
- Be unused and in its original condition.
- Be returned in its original packaging.
- Include all accessories, manuals, and components.
- Be accompanied by proof of purchase (order confirmation or receipt).
Items that do not meet these conditions may not be eligible for a refund.
2. Non-Returnable Items
The following items cannot be returned unless they arrive damaged or defective:
- Custom-made or personalized products.
- Products printed with custom logos or branding.
- Clearance or final sale items.
- Gift cards.
- Products damaged due to misuse, improper installation, or normal wear and tear.
3. Damaged or Defective Products
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.
Please include:
- Your order number.
- A description of the issue.
- Clear photos of the product and packaging.
After review, we will offer an appropriate solution, which may include:
- A replacement.
- A repair (if applicable).
- A full or partial refund.
4. How to Start a Return
To request a return, contact our Customer Support team at:
Email: support@tentlux.com
Please provide:
- Order number.
- Customer name.
- Reason for the return.
- Photos (if applicable).
Do not return any item without receiving return authorization from TENTLUX.
5. Return Shipping
Unless the return is due to our error (wrong, defective, or damaged product), customers are responsible for return shipping costs.
We recommend using a tracked shipping service and purchasing shipping insurance for valuable items.
TENTLUX is not responsible for returned packages lost in transit.
6. Refunds
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
If approved, your refund will be processed to your original payment method within 5–10 business days.
Processing times may vary depending on your bank or payment provider.
7. Partial Refunds
Partial refunds may be granted for:
- Items returned with missing accessories.
- Products showing signs of use.
- Items not returned in their original condition for reasons not caused by TENTLUX.
- Returns requested outside the standard return period, where applicable.
8. Exchanges
We replace items only if they are defective, damaged, or incorrect.
To request an exchange, contact us at:
9. Order Cancellations
Orders may be cancelled before shipment.
Once an order has been dispatched, it cannot be cancelled and must follow the standard return process.
Customized or made-to-order products cannot be cancelled once production has started.
10. Late or Missing Refunds
If you have not received your refund:
- Check your bank account.
- Contact your credit card provider.
- Contact your bank, as processing times may vary.
If you still have not received your refund, please contact us at:
11. International Returns
Customers returning products from outside the United Kingdom are responsible for any customs documentation, duties, taxes, or shipping fees associated with the return, unless the return results from our error.
12. Contact Information
TENTLUX
Operated by D180 LLP
Registered Office:
20–22 Wenlock Road
London N1 7GU
England, United Kingdom
📧 Email: support@tentlux.com
🌐 Website: https://www.tentlux.com
Our Commitment
At TENTLUX, we are committed to providing premium-quality event tents and outstanding customer service. If you experience any issues with your order, our support team will work with you to find a fair and timely solution.
TENTLUX – Trusted by Hosts for Unforgettable Celebrations.