Terms of service
TERMS OF SERVICE
Last updated: 4 August 2026
These Terms of Service apply to tentenhub.store and to purchases made from TenTen. In these Terms, “TenTen”, “we”, “us” and “our” refer to the operator of tentenhub.store.
1. Acceptance of these Terms
By visiting tentenhub.store, creating an account, placing an order or otherwise using the website, you agree to these Terms and to the policies referred to in them. If you do not agree, you must not use the website or place an order.
Nothing in these Terms excludes, restricts or modifies any consumer guarantee, remedy or other right that cannot legally be excluded, including rights under the Australian Consumer Law.
2. Eligibility and customer information
You must be legally capable of entering into a binding agreement or have the permission and supervision required by applicable law.
You must provide current, complete and accurate information when placing an order. You are responsible for checking your contact details, delivery address, products, fragrance selections and quantities before completing checkout.
You are responsible for maintaining the confidentiality of any account credentials and for activity conducted through your account, except to the extent that responsibility cannot legally be imposed on you.
3. Products and product information
We take reasonable care to describe and display our products accurately. Colours, proportions and finishes may appear differently depending on the screen, device, lighting and production batch.
Candles may have minor natural variations in wax appearance, colour, texture, frosting, shrinkage, vessel adhesion, wick position or finish. These variations are not faults where the product remains safe, functional and materially consistent with its description.
Fragrance perception is subjective. Product descriptions and fragrance notes are provided as a guide and do not guarantee that every customer will perceive a fragrance in the same way.
We may update product descriptions, images, availability or specifications when reasonably necessary. A change will not affect an order already accepted unless the customer agrees or the change is required by law.
4. Prices and currencies
The base currency of tentenhub.store is Australian dollars. Depending on the customer’s market, prices may be displayed and charged in another supported currency. Converted prices may change because of exchange-rate movements and Shopify Markets settings.
The final product price, delivery charge, currency and any taxes collected by TenTen are shown at checkout before payment.
Unless expressly stated otherwise, customers are responsible for customs duties, import taxes, brokerage charges and other government or carrier fees that are not collected at checkout.
If a price, discount or product information error is obvious or materially affects an order, TenTen may contact the customer to correct the order or cancel and refund it. This does not limit any right that cannot legally be excluded.
5. Orders and acceptance
Submitting an order is an offer to purchase the products shown at checkout. An automated order confirmation acknowledges receipt of the order but does not necessarily mean that the order has entered production or been finally accepted.
TenTen may decline or cancel an order before production where reasonably necessary, including because of suspected fraud, payment failure, product unavailability, an obvious pricing error, a delivery restriction or an inability to supply the product. If payment has been captured for a cancelled order, the amount due will be returned to the original payment method.
Orders may enter processing or production shortly after being placed. Requests to change or cancel an order must be submitted as soon as possible through the Contact page. A request is effective only when TenTen confirms it in writing.
6. Payment
Payment must be made using a payment method offered at checkout. Customers authorise TenTen and its payment providers to charge the amount confirmed at checkout.
TenTen does not receive or store complete payment-card details where those details are handled by Shopify or another payment provider. Payment providers may apply their own terms, verification procedures and security controls.
7. Production and fulfilment partners
Some products are produced, packed or dispatched to order by third-party production and fulfilment partners. An order may therefore be manufactured and shipped from a location different from TenTen’s business location.
Using a production or fulfilment partner does not remove TenTen’s obligations to the customer under applicable consumer law.
If an order contains products supplied from different facilities, it may arrive in separate parcels and tracking numbers may be issued separately.
- Shipping and delivery
Available destinations, delivery charges, free-delivery thresholds, estimated processing times and delivery information are set out in TenTen’s Shipping Policy.
Delivery dates are estimates unless TenTen expressly confirms a guaranteed date in writing. Customers must contact TenTen if an order has not arrived within the applicable estimate so that the shipment can be investigated.
Risk relating to delivery will pass only to the extent permitted by applicable law.
- Returns, refunds and order problems
Returns, cancellations, faulty products, shipping damage, incorrect products and refunds are governed by TenTen’s Refund and Returns Policy.
TenTen does not offer voluntary returns or exchanges for change of mind except where applicable law requires otherwise.
Before returning any product, customers must contact TenTen through the Contact page and follow the written return instructions provided.
- Candle safety and use
Customers must read and follow all safety instructions supplied with a candle or displayed on its label or product page.
Never leave a burning candle unattended. Keep candles away from children, animals, flammable materials, draughts and heat sources. Place candles on a stable, heat-resistant surface, keep the wick appropriately trimmed and discontinue use when directed by the applicable safety instructions.
Stop using a candle immediately if the vessel is damaged, the candle behaves unexpectedly or another safety concern becomes apparent, and contact TenTen.
TenTen is not responsible for loss caused by misuse, disregard of safety instructions, unauthorised alteration or continued use after an evident safety concern, except to the extent liability cannot legally be excluded.
- Promotions and discount codes
Promotions and discount codes are subject to any stated eligibility requirements, dates, product exclusions and usage limits. Unless expressly stated otherwise, discount codes cannot be combined, exchanged for cash or applied after an order has been placed.
TenTen may correct or withdraw a promotion affected by fraud, technical error, unauthorised distribution or misuse. This does not affect an order already accepted unless permitted by law.
- Intellectual property
The TenTen name, branding, labels, product imagery, website design, text, graphics and other original content on tentenhub.store are owned by or licensed to TenTen and are protected by applicable intellectual-property laws.
Customers may view and use the website for personal, non-commercial shopping purposes. No content may be copied, reproduced, sold, distributed, modified or commercially exploited without prior written permission, except as allowed by law.
- Reviews, messages and submitted content
Any review or other content submitted to TenTen must be honest, lawful, relevant and must not infringe another person’s rights. Customers must not submit fraudulent reviews, malicious code, unlawful material or content that is abusive, discriminatory or misleading.
Where a customer submits content for publication, the customer gives TenTen a non-exclusive, worldwide, royalty-free licence to use, reproduce and display that content for operating and promoting TenTen, subject to applicable privacy law and any agreement made with the customer.
- Prohibited use
The website must not be used to commit fraud, interfere with security, access systems without authorisation, distribute malicious code, scrape or copy protected content, impersonate another person, violate applicable law or interfere with another person’s use of the website.
TenTen may restrict access where reasonably necessary to protect customers, the website, TenTen or third parties.
- Third-party services and links
The website may use or link to services operated by Shopify, payment providers, carriers, production partners, social platforms or other third parties. Their services may be governed by separate terms and privacy policies.
TenTen is not responsible for an independent third-party website or service that it does not control, except to the extent responsibility cannot legally be excluded.
- Availability and errors
TenTen aims to keep the website accurate and available but does not guarantee uninterrupted or error-free access. Access may be limited for maintenance, security, technical problems or events outside reasonable control.
TenTen may correct typographical errors, inaccuracies and omissions. This section does not permit TenTen to avoid an accepted order or legal obligation where doing so would be unlawful.
- Consumer guarantees and liability
Products supplied to Australian consumers come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these Terms limits a right or remedy that cannot legally be excluded.
To the maximum extent permitted by law, TenTen is not liable for indirect or consequential loss that was not reasonably foreseeable when the customer entered the contract or for loss caused by the customer’s misuse, unlawful conduct or failure to follow clear safety instructions.
Any limitation in these Terms applies only to the extent permitted by applicable law.
- Events outside reasonable control
TenTen is not responsible for delay or failure caused by events outside its reasonable control, including carrier disruption, natural disaster, severe weather, government action, industrial action, widespread network failure, production interruption or customs delay. TenTen will take reasonable steps to communicate and reduce the effect of such an event.
This section does not remove any right relating to non-delivery or delay that cannot legally be excluded.
- Governing law
These Terms are governed by the laws of Western Australia and the applicable laws of Australia. The courts and tribunals of Western Australia have non-exclusive jurisdiction.
Customers may also have mandatory rights under the laws of the country or region in which they live. Nothing in this section removes those rights.
- Severability and waiver
If part of these Terms is invalid or unenforceable, it will be read down or severed to the minimum extent necessary and the remaining provisions will continue to apply.
A delay by TenTen in exercising a right does not waive that right.
- Changes to these Terms
TenTen may update these Terms to reflect changes to its products, website, operations or legal obligations. The Terms that applied when an order was placed will continue to govern that order unless a later change is required by law or gives the customer more favourable rights.
- Contact
Questions about these Terms or an order must be submitted through the Contact page on tentenhub.store. Customers should include enough information for TenTen to identify and respond to the request.