Refund policy
TENI London – Returns & Refunds Policy
Last updated: June 2026
At TENI London (Latzel and Co Ltd), we want you to love every piece you order. If something isn’t right, you can return it within your eligible window, as long as it meets the conditions below.
1. Eligibility for Returns
To qualify, items must:
* Be purchased directly from www.tenilondon.co.uk
* Be unworn, unwashed, in original condition, with all tags attached
* Be free from makeup, deodorant, perfume, stains, or marks
* Be packaged securely to prevent damage in transit
Returns that don’t meet these conditions may be refused and sent back to you.
2. Non-Returnable Items
For hygiene reasons, the following cannot be returned:
* Underwear, briefs, thongs, bodysuits
* Socks
* Face coverings
* Hair accessories (scrunchies, clips, headbands)
Swimwear must have its hygiene seal intact. Your statutory rights remain unaffected.
3. How to Start a Return (UK Orders)
We offer Free UK Returns on all orders within 30 days of receiving your order.
Start your return via our Returns Portal:
👉 https://tenilondon.co.uk/a/return
Inside the portal you can:
* Select the items you’re returning
* Generate a Royal Mail label or QR code
* Choose your return method
Return parcels to:
TENI London (Returns)
Unit 160874, Courier Point
13 Freeland Park, Wareham Road
Poole, Dorset
BH16 6FH
United Kingdom
4. International Returns (USA, Canada & European Union)
For all international shipments, our orders are securely fulfilled by our global merchant partner, Global-e.
* US & Canadian Customers: We offer a 14-day return window from the date of delivery.
* European Union Customers (Right of Withdrawal): In accordance with EU consumer regulations, customers residing in the European Union have a legal right to withdraw from their purchase contract within 14 days of receiving their items, without giving any reason.
* How to Start an International Return: Please use our standard Returns Portal at https://tenilondon.co.uk/a/return. No customer account login is required to exercise your right of withdrawal or request a label.
* Return Costs: For international orders (outside the UK), return shipping costs, return processing fees, and any non-refundable local border duties originally collected are the responsibility of the customer unless the item arrived faulty.
5. Exchanges
We don’t offer direct exchanges. For a different size or colour, return your item for a refund and place a new order.
6. Returning Faulty Items
If your item arrives faulty or damaged, contact hello@tenilondon.com within 7 days, including:
* Your order number
* Photos of the issue
* A short description
If a fault develops within 6 months, contact us for resolution. If confirmed faulty, we’ll refund or replace the item and cover all postage costs.
7. Refunds
Once your return reaches our facility, it is processed within up to 10 working days. After approval, refunds take 5–10 working days to reach your original payment method.
Please note:
* Original shipping fees (if charged) are non-refundable unless the item was faulty.
* Refund timing depends on your payment provider.
* For international orders, refunds will be issued in the original checkout currency via Global-e.
* Please allow up to 21 days from posting your return for the full process to complete.
8. Important Notes
* Returns missing tags or showing wear may be refused.
* Always keep your proof of postage until your refund is complete.
* Refund amounts are based on the price paid at checkout.
9. Contact Us
TENI London (Latzel and Co Ltd)
Email: hello@tenilondon.com
Website: www.tenilondon.co.uk