Tenova10 Returns & Exchanges Policy
Effective Date: 16 August 2026
Last Updated: 16 August 2026
This policy explains how Tenova10 Hub handles product returns and replacements.
Nothing in this policy removes or restricts a consumer right that cannot lawfully be excluded or restricted under Nigerian law.
1. Inspect at Delivery
Customers are strongly encouraged to inspect and, where reasonably possible, test products in the presence of the courier.
Obvious malfunction, deformation, visible damage, wrong item, or material non-conformity should be reported immediately through Tenova10's official support channels with the order number.
Prompt reporting helps us investigate efficiently, but a customer's failure to identify a latent defect at delivery does not automatically remove a statutory right.
For damage, deformation, or non-conformity that would reasonably have been visible at delivery, please report it on the same day, ideally before the product is used or altered. This does not shorten the statutory return right for a latent defect that could not reasonably have been discovered at delivery.
At delivery, our courier asks the customer to send the order number by SMS from the phone number on the order, and confirms that it matches before treating the order as delivered. Where this courier confirmation was obtained for an order, it may be used to assess receipt of the product at delivery and may be weighed against a later complaint.
2. Complaint Review
Tenova10 aims to review complaints within 48 hours after receiving sufficient information.
The review may involve photographs, video, order records, product specifications, delivery records, pre-dispatch inspection records, supplier information, customer communications, and physical inspection where appropriate.
Submitting a complaint does not automatically establish that a product is defective.
3. Defective or Non-Conforming Goods
Where a product is genuinely defective or fails applicable statutory quality/conformity requirements, Tenova10 will provide the remedy required by applicable law.
Where permitted and appropriate, Tenova10 may offer repair or replacement. Where replacement is unavailable or a refund is legally required, Tenova10 will process the applicable refund.
For qualifying defective goods, Nigerian consumer law may provide a return right within three months after delivery and may place return expense on the undertaking. Tenova10 will comply with applicable law.
4. Wrong Size
For clothing, shoes, and other size-sensitive products, customers should review available sizing information and select carefully.
If Tenova10 delivers the exact size/specification ordered, a return, replacement, or refund will not ordinarily be available solely because the customer:
- ordered the wrong size;
- changed their mind;
- finds the fit different from expected; or
- believes the product runs large or small.
This does not apply where Tenova10 supplied a materially different specification or where applicable law provides otherwise.
5. Colour Differences
Colour can appear differently because of screens, lighting, photography, camera settings, and individual perception.
A customer who selects a listed colour but personally perceives it differently will not ordinarily qualify for a return where the delivered product materially corresponds to the selected/listed colour.
Minor colour variation is not ordinarily grounds for replacement or refund.
Significant variation from the listed or selected product will be reviewed.
6. Patterns and Designs
Customers should review product photographs and descriptions before ordering.
A customer cannot ordinarily return an item merely because they no longer like a design or pattern they selected.
Minor variations in pattern placement, print alignment, colour tone, texture, or other non-material visual details are not ordinarily grounds for replacement or refund.
A significant variation from the listed/selected product will be reviewed.
7. Change of Mind
A change-of-mind request is not automatically a valid refund or replacement claim.
Where the correct product and specification were supplied, Tenova10 may decline a discretionary change-of-mind return unless applicable law requires otherwise.
8. Customer-Caused Damage or Misuse
A claim may be declined where investigation establishes that the problem was caused by misuse, accidental damage, deliberate damage, improper installation, unauthorised modification or repair, abnormal use, failure to follow reasonable instructions, or normal wear and tear, subject to applicable law.
9. Drop-Shipped Products
Some products are fulfilled through upstream suppliers and are not available for store pickup.
If a return is approved, Tenova10 will provide the appropriate return instructions.
Customers should not send products directly to an upstream supplier unless Tenova10 specifically instructs them to do so.
10. Fraud and Abuse
Tenova10 may investigate suspicious claims and request evidence reasonably necessary to establish the condition and identity of the returned product.
We may investigate false statements, manipulated evidence, deliberate damage, duplicate claims, false non-delivery claims, and repeated abuse. A claim that is materially inconsistent with Tenova10's courier confirmation (that the customer sent the order number by SMS from the phone number on the order at delivery) may be treated as grounds for further investigation.
Nothing prevents a customer from exercising a genuine legal right.
11. Return Instructions
Customers should not send products to an address without first receiving return instructions from Tenova10.
Approved returns should include the order number and be packaged reasonably to avoid additional damage.
12. Contact
Tenova10 Hub
14 Arogundade Estate, Gaa-Akanbi, Ilorin
Email: tenova10.com@gmail.com
Phone: 08028679810
Please include the order number, product name, issue description, and supporting photographs/video where relevant.