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Refund Policy

Refund and Return Policy

This policy explains how returns, refunds and exchanges work for orders placed on the Tenso online store, operated by Tenso. By placing an order, you accept the terms below. This policy does not affect any rights granted to you by the mandatory consumer law of your country of residence.

1. Scope of this policy

This policy applies to products purchased directly through this store: the Tenso ankle support sleeve and any other article listed on the site. It does not apply to products bought from third-party resellers or marketplaces, which are governed by the return policy of the seller you bought from.

2. Right of withdrawal (cancelling your order)

Where the consumer law applicable to your purchase grants you a statutory right of withdrawal, you may cancel your order within the legal period without having to justify your decision. In the European Union and the United Kingdom, for example, that period is 14 calendar days running from the day you (or a person designated by you) take physical possession of the goods.

To exercise this right, send us an unambiguous statement of your decision before the period expires, using the contact details in section 4. The statutory period applicable to your order, and the exact procedure to follow, is confirmed here: 14 calendar days from delivery, under the UK Consumer Contracts Regulations 2013.

3. Commercial return window

In addition to any statutory right, we accept returns of unused products within the commercial window stated below:

  • Return window: 90 days from delivery
  • Satisfaction guarantee: 90-day money-back guarantee: if the support doesn't work for you within 90 days of delivery, contact us and we refund the product price — you can keep the product

We do not advertise any guarantee other than the one written above. If a page of this site states a different duration, the shorter commercial period never reduces your statutory rights.

4. How to request a return

Do not ship anything back before contacting us. Returns sent without prior agreement may not be identifiable and may not be refunded.

  • Write to us at [TO COMPLETE: customer service e-mail] — or by post at [TO COMPLETE: registered address].
  • Include your order number, the name used on the order, the item concerned, and the reason for the return (wrong size, comfort, defect, etc.).
  • We will reply with a return authorisation and the return address to use: Provided by e-mail with your return instructions — please do not send anything back before contacting us.
  • Typical response time: Monday to Friday, 9:00 AM to 5:00 PM (UK time); we reply within 1 business day.

5. Condition the product must be in

The ankle support is worn directly against the foot. For hygiene reasons, we can only accept it back in the following condition:

  • Unworn, unwashed, clean and dry, free of odour, hair, sand or visible wear.
  • Returned complete, in its original packaging where possible, with any tag still attached.
  • Trying the sleeve on indoors, over a sock, to check the fit does not count as wear. Training, running or playing in it does.

If an item comes back used, damaged by the customer, or incomplete, we may refuse the return or apply a reduction in value proportionate to the condition of the goods, and we will tell you before processing anything.

6. Who pays for the return shipping

  • Change of mind, wrong size, withdrawal: Returns under the 90-day guarantee cost you nothing. Under the statutory 14-day right to cancel, return postage is paid by the customer unless the item is faulty or not as described.
  • Defective, damaged or incorrect item received: we cover the return cost. Send us photos of the item and of the shipping label when you contact us, and we will arrange the return at our expense.

The risk of loss during the return stays with the sender until we receive the parcel. We recommend a tracked service and keeping the proof of shipment.

7. Refunds: amount, method and timing

  • Once your return is received and inspected, we notify you whether the refund is approved.
  • Refunds are issued to the original payment method used for the order. We cannot refund to a different card, account or person.
  • Inspection and processing time after receipt: within 14 days, to the original payment method.
  • Once issued, the time for the funds to appear on your statement depends on your bank or payment provider and is outside our control.
  • In case of withdrawal, the refund covers the price of the goods and the standard outbound delivery cost paid at checkout. Any extra cost of a faster or upgraded shipping option you chose is not refunded.

8. Exchanges

The fastest way to get another size or colour is to request a refund for the item you have, following sections 4 to 7, and place a new order for the one you want. If you prefer a direct exchange, tell us when you contact us and we will confirm availability and the shipping arrangement: Size or item exchanges are free: contact us and we ship the replacement at our cost.

9. Items excluded from return

  • Products sealed for health or hygiene protection where the seal has been broken after delivery.
  • Products worn outside, soiled, washed, cut, modified or repaired by the customer.
  • Items damaged by misuse, by use outside their intended purpose, or by normal wear after extended use.
  • Gift cards, if any are offered on the store.
  • Items clearly marked as final sale at the time of purchase.

10. Faulty products and legal guarantees

Independently of this policy, you benefit from the legal guarantees of conformity and against hidden defects provided by the law applicable to your purchase. If the sleeve arrives defective — a seam giving way, a fabric fault, the wrong item in the parcel — contact us with photos within a reasonable time after you notice the problem, and we will replace it or refund it at no cost to you.

11. Parcels not delivered or refused

If a parcel comes back to us because the address was incomplete, nobody collected it, or delivery was refused, we will contact you to arrange a reshipment or a refund of the goods. Reshipping costs in that situation are detailed here: paid by the customer when the parcel came back because of an incorrect address or an unclaimed delivery.

12. A note on sizing and use

The product is an elastic slip-on sleeve with an open heel and open toe, designed to be pulled over the foot and worn inside your usual shoe. It is a comfort and support garment, not a medical device and not a substitute for medical advice. If you have an acute injury, persistent pain or swelling, consult a health professional before use. Choosing the wrong size is covered by the return window in section 3 as long as the product comes back in the condition described in section 5.

13. Seller and site information

  • Seller: Tenso
  • Registered address: [TO COMPLETE: registered address]
  • Company registration number: [TO COMPLETE: company registration number]
  • Customer service e-mail: [TO COMPLETE: customer service e-mail]
  • Telephone: No telephone support — we answer by e-mail
  • Publication director: [TO COMPLETE: publication director name]
  • Online store platform and host: Shopify Inc., 151 O'Connor Street, Ground floor, Ottawa, Ontario, K2P 2L8, Canada

14. Disputes and changes to this policy

Please contact us first: most return questions are settled in a couple of messages. If no agreement is reached, the applicable law and the competent court are the following: The laws of England and Wales; disputes go to the courts of England and Wales, without depriving you of the protection of the mandatory law of your country of residence. Consumers may also have access to an out-of-court dispute resolution scheme: We are not obliged to use an alternative dispute resolution provider. UK customers can get free advice from Citizens Advice (citizensadvice.org.uk).

We may update this policy. The version published on this page at the moment you place your order is the one that applies to that order.

Last updated: 28 October 2026