Tenderly Skincare — Return Policy
Effective: May 2026 | Eleve (Pty) Ltd — BW00009422422
Our Delivery Model
Tenderly delivers on a pay-upon-delivery basis. Your courier presents your order at your door. You inspect every product before paying. If anything is incorrect or unsatisfactory at the point of delivery, you refuse the order on the spot — no payment is made and no return is necessary.
This inspection window is your first and strongest protection. Use it.
30-Day Return Guarantee
If a concern arises after you have taken delivery and paid, Tenderly offers a 30-day return window from the date of delivery. You do not need to return products in unused or sealed condition. Opened and partially used products are accepted within this window, provided original packaging is present.
To initiate a return, contact us within 30 days via WhatsApp (+267 77 395 703) or email (info@tenderly.store). Do not return products without first contacting us — unannounced returns cannot be processed.
What Qualifies for a Return
Wrong products received
Products arrived damaged or compromised
Skin concern not being addressed after consistent use within the 30-day window
Any dissatisfaction with your order within the guarantee period
We do not interrogate return reasons. If you are within 30 days and you are not satisfied, contact us.
Allergic Reactions — Extended 60-Day Window
Skin reactions are treated separately from standard returns. If you experience an adverse reaction to any Tenderly product, stop use immediately and contact us within 24 hours at +267 77 395 703.
Verified reactions qualify for a full product refund within a 60-day window from delivery — regardless of the standard 30-day policy. Medical reimbursement of up to P500 is available for verified reaction cases requiring medical attention. Documentation may be required.
Never continue using a product through a reaction waiting for our response. Stop immediately.
Courier Fees on Returns
The original courier fee paid at delivery is non-refundable. Return courier costs are covered by Tenderly for orders involving wrong items dispatched or verified reactions. For change-of-mind or satisfaction-based returns, the customer arranges and covers return courier.
Refund Processing
Refunds are issued via Orange Money to the number used at the time of purchase. Processing time is 1–3 business days from the date the return is confirmed and products are received. No refunds are issued via cash, PayPal, Stripe, or bank transfer.
What We Cannot Accept
Returns initiated after 30 days (60 days for reactions only)
Products returned without original packaging
Products that have been tampered with or deliberately damaged
Orders refused at delivery — these are resolved at the door, not through the returns process
Contact
WhatsApp: +267 77 395 703
Email: info@tenderly.store