RETURN & EXCHANGES POLICY
At Ten Lei Yen, we are committed to providing our customers with high-quality products and customer satisfaction is our priority with every purchase. If for any reason you’re not satisfied with your purchase, we’re here to help. Please review our return and exchange policy below:
Eligibility for Returns:
- We accept returns for defective products and non-defective products.
- Returns are accepted within 7 days of purchase with a valid sales receipt. Failure to provide the original sales receipt (proof of purchase) prohibits Ten Lei Yen from accepting and processing a return or exchange for any reason – NO EXCEPTIONS.
- To be eligible for a return, your item must be unused and in the same condition that you received it.
- Merchandise must be unopened, with all original packaging, accessories, manuals included and in resellable condition.
No Return accepted for the following:
- Opened, perishable, refrigerated and special order items are not eligible for return.
- Clearance items are final sale.
Exchanges Policy
- We accept exchanges. Have a question about exchanges or need to expedite the exchange process? Contact us at info@tenleiyen.com.
Return Process:
Prior to shipping any order back, regardless of product condition, please contact our customer service department for a return authorization. Returns shipped to our store without prior authorization will not be accepted and no credit will be issued.
Once your return has been authorized, please send your purchase and receipt to our Return Department at the address below to receive a credit to original form of tender.
Our address for returns is:
Ten Lei Yen Returns Dept.
9741 Bolsa Ave. #107, Westminster, CA 92683
Return Window:
- 7 days. On any package returned to Ten Lei Yen a refund will be issued. Shipping charges cannot be refunded for any reason.
Return method:
- Items can be return in store or by mail.
Return Label:
- Return shipping label will be paid at the customers expense and will be required to arrange their own shipping.
Restocking Fees:
- 10% of the product price.
Refund Processing Time:
Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item.
If your Return / Refund is approved you will receive the choice of:
- Customer to receive a refund in 3 business days (We will initiate a refund to your credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on credit card company and their policies.)
- Refund to your payment method
- A refund in store credit
- A replacement item sent to you (If stock is available)
Shipping Policy
Ten Lei Yen strives to offer fast, reliable shipping for all purchases. Please find the details of our shipping policy below:
Shipping Costs
Shipping costs are calculated based on the following:
- Package dimensions: Carriers charge more for larger packages because they take up more space and are harder to handle.
- Package weight: Smaller, lighter packages are generally cheaper to ship.
- Distance: The farther a package has to travel, the more it costs to ship.
- Delivery speed: Faster delivery methods, like express, are more expensive than standard delivery.
- Special handling: Carriers may charge extra for shipments that require special handling.
- Remote areas: Some ZIP codes may be considered remote zones, and carriers may charge more to deliver there.
- Delivery requirements: Extra fees may apply for delivery requirements like insurance or signature confirmation.
Standard Shipping:
Free for orders over $170 or more. For orders under $170, standard shipping costs $20.
Shipping cost for kitchen appliance:
Shipping cost $40.
Delivery Times:
Standard Shipping: Delivery within 3-5 business days.
International Shipping:
We do not offer international shipping at this time. Ten Lei Yen currently offers shipping within the United States only.
P.O. Box Shipping:
We will ship to P.O. box addresses using postal services only. We are unable to offer couriers services to these locations.
Tracking:
All orders come with tracking information, which will be provided via email or text once your order has shipped. Customer will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
Delivery Time Exceeded:
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.
Parcels Damaged In Transit:
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.
Order Changes & Cancellations:
Because we strive for quick order turnaround generally are unable to accommodate changes to an order once it has been placed. Please contact customer service for inquiries on changes.
Order cancellations, regardless of the reason, will result in a 10% restocking fee. Need further assistance? Our professional staff is ready to help you.
Cancellations:
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.
Insurance:
Parcels are insured for loss and damage up to the value as stated by the courier.
Process for parcel damaged in-transit:
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.
Process for parcel lost in-transit:
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.
Duties & Taxes:
No duties or sales Tax.
Customer service:
For all customer service inquiries, please email us at info@tenleiyen.com.