Refund Policy

Personalised Items

Because all our products are personalised to order (engraved, printed, or branded with your specific details), we generally cannot accept returns or issue refunds for completed orders. Each item is made uniquely for you.

Defective or Incorrect Items

If you receive an item that is defective, damaged during production, or does not match the personalisation details you provided, please contact us within 48 hours of collection or delivery. We will assess the issue and either replace the item or issue a refund at our discretion.

How to Report an Issue

Contact us at hello@tengai.africa or WhatsApp +263 78 953 9494 with your order details and photographs of the issue. We aim to resolve all claims within 5 business days.

Cancellations

Orders may be cancelled before production begins. Once engraving or printing has started, cancellation is no longer possible. If you need to cancel, contact us as soon as possible.

Exchanges

We do not offer exchanges on personalised items. If an item is defective, we will replace it with the same item bearing the same personalisation.