(For Singapore Orders)
Return and Exchange Conditions
This policy applies to orders for delivery within Singapore. Your statutory rights under applicable laws are not limited in any way by this policy. This policy supplements those statutory rights.
Under Singapore’s Consumer Protection (Fair Trading) Act (CPFTA), if you notify TENTIAL within a reasonable period after the product arrives (as a guide, within 7 days of receipt), we will, in accordance with applicable law and depending on the circumstances, provide one of the following remedies: repair, replacement, a price reduction, or a refund.
If you wish to request a repair, replacement, a price reduction, or a refund, you must satisfy all of the following conditions:
• The product has an apparent defect (e.g., damage, malfunction, or does not match the description)
• The product is unused and in its original condition, including all accessories and packaging
• You have contacted us within a reasonable period after receiving the product (as a guide, within 7 days of receipt) to request a repair, replacement, a price reduction, or a refund
• You can provide proof of purchase (e.g., order number, confirmation email)
Returns must be made through the Global-e return portal or by contacting our customer support team:
📩 global-cs@tential.jp
*We are unable to accept any returned items sent back without prior notice. We will provide the return method and return address separately.
Damaged or Defective Items
Please check the contents promptly after the product arrives. If the product is damaged, defective, or missing any items, please contact us promptly in accordance with the conditions above.
If the issue is determined to be our responsibility (e.g., defect, damage, or shipping error), we will cover all return shipping costs and any associated fees.
Items Not Eligible for Return
In principle, we cannot accept returns or exchanges for items that fall under any of the following:
• Opened or used items
• Hygiene-related products (e.g. underwear, masks, socks, etc.)
• Made-to-order or custom-made items clearly sold as “non-returnable”
• Items that were damaged or soiled due to the customer’s handling
• Items for which you did not notify us within a reasonable period after the product arrives (as a guide, within 7 days after the product arrives)
• Returns due to customer preference (e.g., incorrect size or change of mind)
*However, even if the above applies, if there are special circumstances, please consult Customer Support.
Refunds
After we inspect the returned product, we will notify you by email whether a refund will be issued. If the refund is approved, we will process it to the original payment method within 10 business days.
*Depending on your card issuer or payment method, it may take additional time for the refund to be reflected. If you still cannot confirm it after 8 business days, please contact us at the address below:
📩 global-cs@tential.jp
Handling of Personal Information
Personal information obtained in connection with this procedure will be used for the purposes necessary for handling returns, exchanges, and refunds; investigating defects; preventing fraud; responding to inquiries; and complying with applicable laws and regulations, and may be provided to contractors. Where an overseas transfer occurs, we will implement appropriate safeguards in accordance with applicable law. For information on how to request access to or correction of your information from the Data Protection Officer (DPO), or withdraw your consent, please refer to our Privacy Policy.