Tenova10 Terms of Service
Effective Date: 16 August 2026
Last Updated: 16 August 2026
Tenova10 Hub ("Tenova10", "we", "us", or "our") operates an e-commerce business offering products through a combination of in-store inventory and third-party/drop-shipping fulfilment.
Business Name: Tenova10 Hub
Business Address: 14 Arogundade Estate, Gaa-Akanbi, Ilorin
Customer Support Email: tenova10.com@gmail.com
Customer Support Phone: 08028679810
By using the Tenova10 website, placing an order, or making a payment, you agree to these Terms and the customer policies linked from our website.
1. Products and Product Information
We make reasonable efforts to ensure that product names, descriptions, specifications, prices, images, colours, patterns, sizes, and other information are accurate.
Product images may be affected by photography, lighting, screen settings, display technology, and other factors. Minor differences in colour, pattern placement, texture, or appearance may occur between an image and an individual physical unit.
Customers are responsible for reviewing product descriptions and selecting the correct size, colour, model, design, and other specifications before payment.
Where applicable, the condition of products that are used, refurbished, open-box, or otherwise not brand-new will be stated in the product listing.
2. Hybrid Fulfilment and Product Availability
Tenova10 uses both in-store inventory and third-party/drop-shipping fulfilment.
Some listed products may not be physically held by Tenova10 when an order is placed. They may be sourced from an upstream supplier after payment.
Because upstream inventory can change independently of Tenova10, a product may become unavailable after an order has been paid for. If that happens, Tenova10 will open an order/payment review, notify the customer, and attempt a reasonable fulfilment solution. If the item cannot reasonably be supplied, the affected order or item will be cancelled and the applicable refund will be initiated under the Refund & Cancellation Policy.
3. Prices and Payment
Prices are displayed in Nigerian Naira (₦), unless expressly stated otherwise.
Payments are processed through the payment methods displayed at checkout, including Paystack where enabled.
Tenova10 may conduct reasonable payment, order, stock, fraud-prevention, and fulfilment checks before dispatch. A successful payment authorisation does not prevent such checks.
We may place an order on review or cancel it where there are reasonable grounds to suspect unauthorised payment, fraud, materially inaccurate customer information, duplicate payment, stock/fulfilment failure, or another legitimate operational or legal issue.
4. Order Acceptance
Submitting an order constitutes a request to purchase the selected products. Orders remain subject to payment verification, availability, fulfilment review, and sufficient delivery information.
If Tenova10 cannot fulfil a paid order, the applicable refund will be handled under the Refund & Cancellation Policy.
5. Customer Information
Customers must provide accurate and complete information, including name, delivery address, telephone number, and email address.
Tenova10 is not responsible for delays or failed delivery caused by inaccurate, incomplete, or unreachable customer information, subject to applicable law.
6. Delivery
Tenova10 generally aims to process and arrange delivery within 48 hours (2 days), excluding Sundays, after successful payment verification and order acceptance.
This is a processing target, not a guaranteed delivery deadline. Supplier fulfilment, courier availability, location, public holidays, security conditions, weather, technical issues, unusually high order volumes, and other circumstances may affect delivery.
Known material delays will be communicated where reasonably possible.
Certain drop-shipped products are not available for store pickup.
7. Inspection and Complaints
Customers are strongly encouraged to inspect and, where reasonably possible, test products at delivery in the presence of the courier.
An obvious defect, deformation, wrong item, or other material non-conformity should be reported immediately through Tenova10's official support channels with the affected order number.
Prompt reporting assists our investigation, but does not remove any mandatory consumer right that applies under Nigerian law.
As part of delivery, the courier asks the customer to send the order number by SMS to the courier, from the same phone number provided on the order. The courier confirms that the sender's number matches the order before treating the order as delivered. Where this courier confirmation was obtained, it may be treated as evidence that the customer received the product, and may be relied upon by Tenova10 when reviewing a complaint.
8. Size, Colour, Pattern and Design
Customers are responsible for selecting the correct size and other product specifications.
Where Tenova10 supplies the exact specification ordered, a return or refund will not ordinarily be available merely because the customer changed their mind, selected the wrong size, or believes a product fits differently from expected.
Colour perception can vary by screen, lighting, photography, and individual perception. Minor colour differences are not ordinarily grounds for return.
Customers may not reject a product merely because they no longer like a design or pattern they selected. Minor or negligible variations in pattern, print placement, texture, or colour are not ordinarily grounds for return.
These rules do not apply where Tenova10 supplied a materially different product or where applicable law provides a remedy.
9. Returns, Replacements and Refunds
Returns, replacements, cancellations, and refunds are governed by the relevant Tenova10 customer policies and are subject to applicable Nigerian consumer-protection law.
10. Fraud and Transaction Abuse
Tenova10 may investigate suspicious orders, payment activity, refund claims, replacement claims, and delivery complaints.
Examples of prohibited or abusive conduct include knowingly providing false information, submitting fabricated evidence, intentionally damaging goods and claiming they arrived damaged, falsely claiming non-delivery, repeatedly abusing refund/replacement processes, using another person's payment method without authorisation, or knowingly submitting a false payment dispute.
In investigating suspected fraud or abuse, Tenova10 may rely on the courier's confirmation that the customer sent the order number by SMS from the phone number registered on the order. A complaint or claim that is materially inconsistent with that confirmation may be treated as grounds for further investigation under this section.
Where appropriate and lawful, Tenova10 may cancel or restrict transactions, preserve relevant evidence, and report suspected fraud to payment providers, financial institutions, regulators, or law-enforcement authorities.
This does not prevent a customer from exercising a genuine legal, banking, payment-provider, or consumer-protection right.
11. Customer Complaints
Customers should contact Tenova10 first so that we can investigate and resolve issues promptly.
Product complaints should include the order number and, where relevant, photographs, video, delivery information, and a clear description of the issue.
Tenova10 aims to review complaints within 48 hours after receiving sufficient information. Complex matters may require additional time.
12. Intellectual Property and Website Use
Tenova10 owns or has permission to use its website content, branding, graphics, software, and other proprietary materials.
Customers must not interfere with website security, attempt unauthorised access, introduce malicious code, impersonate others, manipulate checkout or promotions, scrape protected information, or use the website unlawfully.
13. Third-Party Services
Tenova10 may rely on third parties for payment processing, hosting, delivery, analytics, communications, product sourcing, and fulfilment.
Those third parties may have separate terms and privacy policies.
14. Limitation of Liability
Nothing in these Terms excludes or restricts liability or a consumer remedy that cannot lawfully be excluded or restricted.
Subject to applicable law, Tenova10 is not responsible for indirect losses caused solely by events outside our reasonable control, including courier disruptions, supplier interruptions, payment-provider outages, telecommunications failures, public emergencies, or similar events.
15. Changes
Tenova10 may update these Terms from time to time. The version published on the website is the current version.
16. Governing Law
These Terms are governed by the laws of the Federal Republic of Nigeria, subject to applicable consumer-protection rights and the jurisdiction of competent Nigerian authorities and courts.
17. Contact
Tenova10 Hub
14 Arogundade Estate, Gaa-Akanbi, Ilorin
Email: tenova10.com@gmail.com
Phone: 08028679810