Refund policy
REFUND AND RETURNS POLICY
Last updated: 30 August 2026
This Refund and Returns Policy applies to purchases made through tentenhub.store.
TenTen is referred to in this policy as “TenTen”, “we”, “us” or “our”.
- Change of mind
TenTen does not accept returns, exchanges or cancellations because a customer:
• Changes their mind
• Selects the wrong product, fragrance, size or quantity
• Decides that a fragrance is not to their personal taste
• No longer wants or needs the product
• Finds the product at a different price elsewhere
• Purchases an item that is unsuitable as a gift
• Fails to read the product description, dimensions, fragrance notes or shipping information before ordering
This position applies to full-priced, discounted, promotional and sale items, except where a return or cancellation right is required by applicable law.
Nothing in this policy excludes or limits any consumer right that cannot legally be excluded.
- Order cancellations and changes
Orders may enter processing or production shortly after they are placed.
Customers are responsible for checking their order details, delivery address, fragrance selection, quantities and payment information before completing checkout.
A request to cancel or change an order must be submitted as soon as possible through the Contact page on tentenhub.store. TenTen will attempt to accommodate the request but does not guarantee that an order can be changed or cancelled after it has been placed.
Once an order has entered processing, production, packing or dispatch, it cannot be cancelled or changed unless required by applicable law.
Submitting a cancellation request does not mean that the cancellation has been accepted. A cancellation is effective only after TenTen confirms it in writing.
- Faulty, damaged or incorrect products
If a product arrives damaged, is materially faulty, is materially different from its description or is not the product ordered, the customer should contact TenTen as soon as reasonably possible through the Contact page on tentenhub.store.
To help us assess the issue, the customer may be asked to provide:
• Their full name and order number
• A clear description of the problem
• Photographs or video showing the product and the issue
• Photographs of the shipping carton, protective packaging and shipping label
• Any other information reasonably required to investigate the claim
Where reasonably possible, shipping damage should be reported within seven days of delivery so that TenTen can investigate the matter with the carrier. This requested reporting period does not limit any statutory right that applies for a longer period.
The customer must retain the product and its packaging until TenTen confirms whether they are required for inspection, return or a carrier claim. Products should not be discarded or returned before instructions are provided.
TenTen may decline a claim where the available evidence reasonably shows that the issue was caused by misuse, accidental damage, improper storage, failure to follow candle safety instructions, unauthorised alteration or ordinary wear after delivery. This does not affect any right that cannot legally be excluded.
- Australian Consumer Law
Products sold to Australian consumers come with guarantees that cannot be excluded under the Australian Consumer Law.
Where a product has a major problem, the customer may be entitled to reject the product and choose a refund or replacement, together with compensation for any other reasonably foreseeable loss or damage.
Where a problem is minor, TenTen may choose to provide an appropriate remedy within a reasonable time. Depending on the circumstances, this may include repair, replacement or refund.
Australian Consumer Law does not generally require a business to provide a return, exchange or refund when a customer simply changes their mind.
No provision of this policy is intended to exclude, restrict or modify the Australian Consumer Law or any other right that cannot legally be excluded.
- Candle characteristics that are not faults
TenTen candles are fragrance products made from materials that may respond naturally to temperature, humidity, storage, transport and manufacturing conditions.
Minor variations may include:
• Slight differences in colour, texture or finish
• Frosting, surface marks or changes in the appearance of the wax
• Minor wax shrinkage or separation from the vessel
• Slight movement or discolouration of the wick
• Small variations between production batches
• Differences between screen colours and the physical product
• Normal changes that occur after a candle has been burned
These characteristics are not considered faults where the candle remains safe, functional and materially consistent with its description.
Fragrance is subjective. A customer disliking a fragrance, finding it stronger or softer than expected or perceiving fragrance notes differently does not, by itself, mean that the product is faulty or misdescribed.
This section does not apply where the product has a genuine defect, presents a safety issue or materially fails to match its description.
- Used candles
A candle that has been lit, burned, altered, damaged or used cannot be returned because of a change of mind, fragrance preference or ordering error.
If a fault or safety concern becomes apparent only after the candle is used, the customer should stop using it immediately and contact TenTen. The customer should retain the candle, vessel, packaging and proof of purchase while the matter is assessed.
Continued use after a fault or safety concern becomes apparent may affect the available remedy where that continued use causes additional damage or creates an avoidable safety risk.
- International cancellation rights
Customers in some countries have mandatory rights to cancel certain online purchases.
Where the laws applicable to an order provide a mandatory cooling-off or withdrawal period, TenTen will honour that right to the extent required by law.
Eligible customers in the European Union and United Kingdom generally have 14 calendar days from delivery to notify TenTen that they wish to cancel an eligible purchase. After giving notice, the customer must return the eligible product within the period required by applicable law.
To exercise this right, the customer must provide a clear statement that they are cancelling the purchase. The request must include the customer’s name, order number, delivery address and the products being returned.
The customer may inspect a product only to the extent reasonably necessary to establish its nature and characteristics. TenTen may reduce the refund where the product’s value has been diminished by handling beyond what was reasonably necessary. Lighting or burning a candle may cause a substantial reduction in its value.
Unless the product is faulty, damaged or incorrect, the customer is responsible for the cost of returning a product under a statutory change-of-mind or withdrawal right.
Where legally permitted, cancellation rights do not apply to products made to the customer’s specifications or clearly personalised for that customer.
This section applies only where mandatory local law gives the customer these rights. It does not create an additional voluntary return right for customers in other locations.
- Return process
Before sending any product back, the customer must contact TenTen through the Contact page on tentenhub.store and obtain return instructions.
Contacting TenTen first allows us to confirm:
• Whether the product needs to be returned
• The correct return destination
• What information must be included
• Who is responsible for return shipping
• Whether an alternative remedy is available
The address shown on the original parcel may not be the correct returns address.
Unless prohibited by law, TenTen is not responsible for products sent to an incorrect address or returned without sufficient identifying information.
Returned products must be packed securely. Where the customer is responsible for return delivery, TenTen recommends using a tracked service and retaining proof of lodgement. TenTen is not responsible for a customer-arranged return that is lost or damaged in transit, except where applicable law provides otherwise.
- Return shipping costs
Where TenTen confirms that a product is faulty, materially misdescribed, damaged before delivery or supplied incorrectly, TenTen will meet reasonable return delivery costs where required by law.
TenTen may provide a prepaid label, arrange collection, reimburse reasonable postage costs or confirm that the product does not need to be returned.
A customer must not incur unusually high, expedited or unnecessary return delivery costs without obtaining TenTen’s written agreement. TenTen may limit reimbursement to the reasonable cost of an appropriate tracked delivery service where permitted by law.
For an eligible change-of-mind return required by local law, the customer is responsible for return delivery costs unless the law requires TenTen to pay them.
- Refunds
Approved refunds will be issued to the original payment method.
TenTen will not issue a refund to a different card, bank account, digital wallet or person.
Once approved, TenTen will process the refund within 10 business days or within any shorter period required by applicable law. The customer’s financial institution may require additional time to make the funds available.
Where an EU or UK statutory cancellation right applies, TenTen will refund the amount required by law, including the cost of the least expensive standard delivery method offered for the order. Additional amounts paid for express or upgraded delivery are not refundable unless required by law.
Where permitted, TenTen may withhold a refund until the returned products are received or the customer provides satisfactory evidence that they have been sent.
Original delivery costs are not refundable for voluntary or customer-caused returns. This does not apply where the delivery cost must legally be refunded or where the return results from a fault, shipping damage or an error by TenTen.
Customs duties, import taxes and fees paid directly to a government, carrier, broker or other third party cannot be refunded by TenTen unless TenTen originally collected those amounts and is legally required or able to refund them.
- Exchanges
TenTen does not offer direct exchanges for change of mind.
Where a return is legally required and a refund is approved, the customer may place a new order for their preferred product.
If a product is faulty, damaged or incorrect, TenTen may offer a replacement where appropriate. A replacement is subject to stock availability and the customer’s rights under applicable law.
- Incorrect or incomplete delivery information
Customers are responsible for providing a complete and accurate delivery address.
TenTen is not responsible for delay, failed delivery or additional costs caused by incorrect, incomplete or outdated information supplied by the customer.
If an order is returned because the address was incorrect, the delivery was refused, customs charges were not paid or the parcel was not collected, TenTen may require payment of additional delivery costs before resending it.
Where the customer requests a refund instead of redelivery, TenTen may deduct the original delivery cost, return delivery cost, customs charges and other direct costs incurred, to the extent permitted by law.
A refund cannot be processed until the returned parcel has been received and identified.
- Lost or delayed parcels
A delivery estimate is not a guaranteed delivery date unless TenTen expressly confirms otherwise in writing.
If an order has not arrived within the delivery estimate shown in TenTen’s Shipping Policy, the customer must contact TenTen so that the shipment can be investigated.
The customer may be asked to:
• Confirm the delivery address
• Check with other occupants, neighbours or reception staff
• Check for a safe-place delivery
• Contact the local carrier
• Complete a declaration confirming non-receipt
TenTen will assess the matter using the order records, tracking information, carrier investigation and any evidence supplied by the customer.
Nothing in this section removes any right relating to non-delivery that cannot legally be excluded.
- Bundles, promotional items and gifts with purchase
Where a refund applies to a bundle, promotional purchase or gift-with-purchase offer, all products supplied as part of that offer may need to be returned.
If a customer retains part of the order, the refund may be recalculated using the normal individual price of the retained products.
Any free promotional item must be returned unused where its return is reasonably required. If it is not returned, TenTen may deduct its stated retail value from the refund where permitted by law.
- Proof of purchase
TenTen may require reasonable proof that the product was purchased from tentenhub.store.
Acceptable proof may include an order confirmation, receipt, transaction record or other information that allows TenTen to locate the purchase.
TenTen is not required to provide a remedy for an item purchased from an unauthorised reseller, private seller or unrelated third party. The customer should contact the original seller in those circumstances.
- Fraudulent or abusive claims
TenTen reserves the right to investigate claims that appear fraudulent, misleading, duplicated or abusive.
TenTen may refuse a claim where there is reasonable evidence of fraud, deliberate damage, false information, altered evidence, repeated misuse of the returns process or an attempt to obtain more than one refund or remedy for the same loss.
TenTen may provide relevant order records, delivery evidence, communications and transaction information to payment providers, carriers, insurers or authorities when reasonably necessary to investigate a claim, respond to a payment dispute or protect TenTen’s lawful interests.
This section does not permit TenTen to refuse a legitimate claim or restrict a right that cannot legally be excluded.
- Contacting TenTen
All refund, return, cancellation and order issue requests must be submitted through the Contact page on tentenhub.store.
The customer should include their order number and sufficient information for TenTen to identify and assess the request.
TenTen will respond as soon as reasonably possible. Sending multiple requests about the same issue may delay the assessment.
- Changes to this policy
TenTen may update this policy to reflect changes to its operations, products or legal obligations.
The policy that applied when an order was placed will continue to govern that order unless a later change is required by law or provides the customer with more favourable rights.