Quality & Defect Policy
At Tenchee, all products are inspected before shipment to ensure they meet the agreed specifications and quality requirements.
1. Inspection Period
Any visible manufacturing defect or incorrect product/specification must be reported within 7 days of delivery.
Please provide clear photos or videos showing the issue so that our team can evaluate it.
2. Original Condition
For a return or exchange to be considered, the product must remain in its original, unaltered condition.
The lace must be uncut, and the hair must be unwashed, unworn, and unstyled.
3. Hair Quality Issues
If abnormal tangling, excessive shedding, or another quality issue is suspected to result from a manufacturing or production problem, Tenchee will review the case based on the product condition and available evidence.
4. Exclusions
Our quality policy does not cover damage or changes resulting from:
- Coloring, bleaching, dyeing, or perming
- Chemical treatments
- Excessive heat styling
- Cutting or alterations
- Improper care or handling
- Normal wear and tear
Products that have been chemically processed or otherwise altered after delivery may not be eligible for quality claims.
5. Resolution
If a manufacturing defect is confirmed, Tenchee will determine an appropriate solution based on the specific case. This may include repair, replacement, or another mutually agreed resolution.
For customized or private-label products, any quality issue will be reviewed according to the agreed specifications and production requirements.
6. How to Report an Issue
Please contact us as soon as an issue is identified and provide:
- Order or invoice number
- Clear photos or videos of the issue
- A brief description of the problem
Our team will review the information and respond with the next steps.