Refund and Returns Policy

Tentco's Claims, Returns Policy & Procedure

This Customer Claims & Returns Policy contains the policies and procedures for a customer to submit claims to Tentco. This Customer Claims Policy is effective as of 1st of January 2023, and replaces all prior agreements, understandings, policies, or procedures regarding same, including prior Tentco Returns Policy. Tentco is committed to consistently providing high-quality products to its customers, and therefore, this Customer Claims Policy reflects the quality standards of Tentco, its suppliers and the industry. This Customer Claims Policy is intended to provide Tentco’ s customers with step-by-step instructions to report quality matters and resolve issues relating to the products Tentco supplies to Customer. Tentco appreciates your full cooperation during the claim process, because a full investigation identifies the cause(s), prevents additional occurrences of the issue and allows effective resolution of the claim.

This policy covers the 3 claim scenarios:

  • (Scenario 1) In Transit Damage Claims
  • (Scenario 2) Quality Claims
  • (Scenario 3) Quantity Claims

We ask all customers to familiarize themselves with each claim scenario, and its procedure to follow to ensure & an effective and successful claims process.

General Guidelines:

  • Please notify Tentco directly at info@tentco.co.za, for all claims.
  • Please note any initial irregularity of total PARCELS/BOXES on POD on the date of delivery for
    example:
    • 1 parcel/box short delivered or parcels/boxes arrived damaged.
  • Please store, handle, and return the claimed product(s) as if it were prime.
    • The only stock in re-sellable condition (complete, clean, undamaged, in their original packaging,
      and free of labels) will be considered for credit.

Returning any product(s) without prior notice will be rejected at receiving and may invalidate your claim. It
is critical to inspect the product(s) at the point of delivery and notify us immediately of non-conformity or
damages. In-transit damages and quantity claims must be submitted within 24 hours of receipt, and we

may not accept claims for any reason after 30 days.
We treat claims on a Tentco invoiced basis.

Scenario 1: In-Transit Damage Claims

Claims for the product(s) damaged in transit from our couriers must be made in writing within 24 hours after delivery of the product(s). Collection of the damaged product(s) will be arranged by Tentco only, and the transport cost for replacement will be for Tentco’s account. Tentco will not accept any damage collection of stock & acceptance of the claim.

  • The customer’s notification of claim must include the following details for us to conduct a proper
    investigation:
    • a) Date of receipt of damaged product(s).
    • b) Date the damage was discovered.
    • c) Detailed description of the damage.
    • d) Tentco’ s invoice number for claimed product (COPY OF INVOICE).
    • e) Any other evidence showing damage, e.g. photographs.

If Tentco ACCEPTS the claim:

  • Tentco will provide notice to the Customer that it is accepting the claim.
  • The value of the voucher for the product(s) returned will be calculated at the invoice value when
    the goods were purchased.
  • The voucher will be processed and forwarded to the customer.

If Tentco REJECTS the claim:

  • The customer is obligated to retain the product(s).

Scenario 2: Quality Claims

Any claim that the product(s) does not conform to applicable quality and specifications, must be made in writing within 7 days after delivery of the product(s). Slight cosmetic imperfections, including but not limited to light marks/rub marks are commercially acceptable for some of our products, are generally not detrimental to the product’s performance, and are usually not grounds for a claim. Collection of the product(s) will only be arranged by Tentco on acceptance of the claim, and transport costs for replacement will be for Tentco’s account.

Quality claim procedure to follow:

  • Claims for in-transit damages must be made directly to Tentco, in writing.
  • Collection of damaged stock will be arranged by Tentco only, and the voucher will be passed after
    the collection of stock & acceptance of the claim.
  • The customer’s notification of the claim must include the following details for us to conduct a
    proper investigation:
    • a) Date of receipt of non-conformance product(s).
    • b) Date the non-conformance product(s) was discovered.
    • c) Detailed description of the non-conformance.
    • d) Tentco s invoice number for the claimed product (COPY OF INVOICE).
    • e) Any other evidence showing damage, e.g. photographs.

If Tentco ACCEPTS the claim:

  • Tentco will provide notice to the Customer that it is accepting the claim.
  • The value of vouch for the product(s) returned will be calculated at the invoice value when the
    goods were purchased.
  • A voucher will be processed and forwarded to the customer.

If Tentco REJECTS the claim:

  • The customer is obligated to retain the product(s).

Scenario 3: Quantity Claims

Any quantity discrepancies must be made in writing within 24 hours after delivery of the product(s).

  • Claims for shortages must be made directly to Tentco, in writing.
  • The customer’s notification of the claim must include the following details for us to conduct a
    proper investigation:
    • a) Date of receipt.
    • b) Date the quantity discrepancies was discovered.
    • c) Tentco s invoice number for the claimed product (COPY ON INVOICE).
    • d) Any other evidence showing, e.g. photographs.

If Tentco ACCEPTS the claim:

  • Tentco will provide notice to the Customer that it is accepting the claim.
  • The value of the voucher for the product(s) returned will be calculated at the invoice value when
    the goods were purchased.
  • A vouch note will be processed and forwarded to the customer.

If Tentco REJECTS the claim:

  • The customer is obligated to retain the product(s).