At TenaZ, we aim to provide high-quality products and clear information so that you can make confident decisions about your health and weight-management journey.
Due to the nature of our products, TenaZ operates a strict refund and return policy. Refunds or returns are only permitted where required under the Consumer Protection Act (CPA) or where goods are defective, unsafe or incorrectly supplied.
Nothing in this policy limits or excludes any rights afforded to consumers under the Consumer Protection Act.
For hygiene and quality-control reasons, once products have left our premises, we cannot guarantee storage conditions (including heat, moisture or handling outside our control). Products therefore cannot be returned or refunded except where required under the CPA for defective, unsafe or incorrectly supplied goods.
1. Change of Mind / Incorrect Selection / Results Expectations
TenaZ does not offer refunds, returns, exchanges, reversals or cash-back where:
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You change your mind after purchase
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You selected the wrong product, pack or variant
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You misunderstood the product description
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Personal expectations of results were not met
Results vary between individuals and cannot be guaranteed. Individual outcomes are not grounds for refund.
If you are unsure which product is right for you, please contact us before placing your order.
Once payment has been received, sales are considered final, subject to rights afforded under the Consumer Protection Act (CPA).
TenaZ does not offer cash refunds for change of mind, dissatisfaction with personal results, taste preference, texture, or individual experience.
Refunds, replacements or repairs will only be provided where required in terms of the Consumer Protection Act (CPA) or where goods are confirmed to be defective following inspection.
Dissatisfaction with personal results, taste preference, texture, or individual experience shall not constitute defective goods.
2. Order Processing & Cancellation
Once payment reflects, your order immediately enters our processing and fulfilment system.
Because our staff begin stock allocation, invoicing, packing and courier booking immediately:
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Orders cannot be cancelled once processing has started
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Cancellation is not guaranteed after payment
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Courier fees are non-refundable once booking has been made
Where cancellation rights apply under the CPA, TenaZ reserves the right to deduct reasonable administrative, handling and courier costs as permitted by law.
By completing payment, the customer confirms that they have read and accepted this Refund, Returns & Payment Policy.
3. EFT Payments & Bank Recalls / Reversals
TenaZ does not process EFT reversals or payment recalls directly.
TenaZ does not process chargebacks or payment reversals directly. If a customer wishes to dispute a card payment, this must be done through the customer’s bank or payment provider. TenaZ reserves the right to formally dispute any chargeback and submit supporting documentation (including proof of delivery and policy acceptance) to the bank/payment provider.
If a customer believes a payment was made in error, the customer must contact their bank to request a payment recall.
Please note:
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A bank recall request does not automatically cancel an order
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Orders already in processing or dispatch will continue unless legally required otherwise
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Overpayments will be allocated as account credit for future purchases
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Underpayments must be settled before dispatch
TenaZ is not responsible for banking delays or errors outside of our control.
Where fraudulent, abusive or bad faith payment disputes are identified, TenaZ reserves the right to suspend future orders and restrict account access.
4. Defective, Damaged or Incorrect Products
If you receive a product that is:
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Defective
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Damaged in transit
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Incorrectly supplied
Customers should notify TenaZ as soon as reasonably possible, and preferably within 7 calendar days of delivery, to allow prompt investigation. Nothing in this clause limits any rights afforded under the Consumer Protection Act (CPA).
Contact us:
WhatsApp: +27 62 068 7180
Email: orders@tenaz.co.za
Please include:
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Order number
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Clear photographs of the product, seal and packaging
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A short written description of the issue
Important (Hygiene & Safety):
Please do not open the product if you believe there is an issue. We cannot accept opened, used, tampered or unsealed products.
Where a product is opened before the issue is logged and assessed, TenaZ reserves the right to inspect the product before determining whether a remedy applies in terms of the Consumer Protection Act (CPA).
Where a defect is confirmed in line with the CPA, TenaZ will provide a remedy as required under applicable law, which may include replacement, repair or refund.
TenaZ reserves the right to collect the product for inspection before approving any remedy.
Failure to return the product upon request may result in the claim being declined.
5. Direct Marketing Cooling-Off
Where a transaction qualifies as a direct marketing transaction under the Consumer Protection Act (CPA), a customer may cancel the transaction within 5 business days of:
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The date of the transaction, or
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The date of delivery (whichever is later).
To qualify:
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The cancellation request must be submitted in writing within the prescribed period.
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The product must remain unopened, unused, sealed and in original condition.
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Return courier costs are the responsibility of the customer.
TenaZ reserves the right to deduct reasonable administrative, handling and courier costs as permitted by the CPA.
Once a product has been opened, used, tampered with, or unsealed, the cooling-off right falls away due to hygiene and safety considerations.
6. Delivery & Non-Collection
Delivery fees are non-refundable once the parcel has been booked or collected by the courier.
If a parcel is returned due to:
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Incorrect address supplied by the customer
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Failed delivery attempts
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Non-collection
An additional courier fee may be charged before resending.
TenaZ is not responsible for courier delays, public holidays, strikes or circumstances beyond our control.
Proof of delivery issued by the courier, including delivery confirmation, signature, or delivery photo, shall constitute prima facie proof of successful delivery to the address provided by the customer.
Risk in the goods passes to the customer upon delivery to the address provided.
Customers are responsible for ensuring that delivery details are correct and that goods are received at the provided address.
7. Product Disclaimer
TenaZ products are Category D Complementary Medicines (D34.12 – Multiple Substance Formula, S0).
This unregistered medicine has not been evaluated by the South African Health Products Regulatory Authority (SAHPRA) for its safety, quality or intended use and is not intended to diagnose, treat, cure or prevent any disease.
TenaZ products are not a substitute for professional medical advice, diagnosis or treatment.
Always consult a registered healthcare professional before use, especially if you are pregnant or breastfeeding, have a medical condition, are taking prescription medication, or are scheduled for surgery.
Discontinue use and consult your healthcare professional if any adverse reaction occurs.
Individual results vary and are not guaranteed. Differences in results do not constitute defective goods and are not grounds for refunds.
8. Contact Us
For questions or to log a product issue:
WhatsApp: +27 62 068 7180
Email: orders@tenaz.co.za
Website: www.tenaz.co.za