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Terms of sale

ORDERS AND PAYMENT METHODS Access our product catalog through the menu, where you can find them by areas. Select the products and add them to the shopping cart by clicking on "add to cart". When you have your selection made, go to the shopping cart, and click "confirm". You will see the details of your purchase, where you can delete items or add quantities, and to continue with it you must fill in the following information: Account If you are already a user with an account in TENAYA, you will only have to enter your e-mail and password and the system will recover your data. If you do not have an account, you can place the order as a guest or create an account, and in any case, enter your information and the shipping address. When you buy as a guest, your information will not be stored in our database. So you will have to fill it out every time you buy as a guest. Payment Mode You will have to select the payment method among the following options: transfer, cash on delivery or cards. If you select the bank transfer option, you will be given information to make the transfer and click on "Confirm order". The maximum period to make the transfer will be 3 business days from the request of the order. If within a period of 5 working days TENAYA has no proof of having received the payment, it will cancel the order. If you select the card payment option, you will access the payment gateway where you will be asked for your bank details or your registration data. You will receive confirmation of the order by email. If you have created an account, you can check My account (My orders) for the status of your order and print your invoice, and we will send you an email with the details of your order. SHIPMENTS AND RETURNS Shipping Shipments of orders made in TENAYA will be made through courier companies. The order placed by the user will be delivered within a period of 2 to 7 working days from the order confirmation. The shipping costs will appear with due separation in the final price of the sale in all orders. The costs will vary according to the country of destination. If you have not received the package within 8 working days from the confirmation of your order, please contact us through the contact e-mail tenaya@tenaya.net Returns Through the website you can return any product that is not your total satisfaction. To return a product you have 14 days from the receipt of the order. To request the return, within your private menu, access "History and details of my orders" and select the product you want to return and click on "create refund request". We will analyze your refund request and we will notify you if it is appropriate or not by email. If it is appropriate, you will have to send us the goods to be returned. For returns in the peninsula, we will contact you and our courier company will pick up the product / s that you want to return at your home. Returns are free in the peninsula. When we receive the product will be thoroughly analyzed to check that it is in perfect condition, unopened and undamaged. The product must be returned with its labels and original packaging in perfect condition, and with its security seals, in the case of carrying them, placed in the same place. Once analyzed the product, we will inform you in a short time if the return is accepted or not and we will send you an email with the confirmation of it. We will return the money corresponding to the returned product and shipping costs by the same payment method with which the product was purchased within a maximum period of 14 days. Partial returns of an order will result in refunds of the product price and partial shipping costs. The shipping costs will be returned proportionally to the value of the returned product. In the case of returns not coming from mainland Spain, you will be responsible for the return costs of the product and we will not accept returns sent to freight collect. No changes or refunds will be accepted on underwear products that do not keep the security seal intact.

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