We reserve the right to modify or remove any content on this website at any time without prior notice.

When you submit an order, you confirm that: (i) you agree to purchase the goods; (ii) you are of legal age to enter into a binding contract; and (iii) all information related to the order is true and accurate, and you are an authorized user of the payment method provided.

Receiving an order confirmation does not constitute our acceptance of the order or any obligation. After submitting the order, we reserve the right to accept, reject, or modify your request at our discretion. A contract is only formed once we send an email confirming the dispatch of the goods.

Tenchi Mall is committed to ensuring that the content and product descriptions on this website are accurate and complete. Despite our best efforts, the content and/or product information on this website may sometimes be inaccurate, incomplete, or outdated. Therefore, we do not guarantee the accuracy or completeness of the information on this website.

The prices displayed on this website are in Hong Kong Dollars (HKD).
Tenchi Mall reserves the right to adjust prices on this website at any time without prior notice.

Out of Stock / Unavailable Products
If the product you wish to purchase is temporarily out of stock, you can email us to inquire about the details of the out-of-stock product. Out-of-stock products will generally be restocked as soon as possible after they arrive.

We will only process and ship orders on working days (Monday to Friday, excluding Saturdays, Sundays, and public holidays).
Orders placed on Saturdays, Sundays, or public holidays will be processed on the next working day.
Standard delivery orders are generally delivered to the address you provided within 5 working days, while in-store pickup orders can be collected within 7 working days.
We only provide delivery services within Hong Kong.
Currently, we are unable to accept orders with delivery addresses outside of Hong Kong. Under normal commercial circumstances, we will make every effort to process orders within the estimated time mentioned above; however, we do not guarantee that we will meet that timeframe and shall not be liable for any delays.

After completing your online order, you will receive an email confirming your order, where you can check the details and status of your order.
Please note: Some shipping companies may update the status of the shipment only 24 working hours after the goods have been dispatched.

Once we begin processing your order, you cannot make any changes or cancellations. If you wish to cancel an order placed online, please email us at info@thetenchi.com. We may not be able to cancel your order, and our decision will be final.

Orders or parts of orders may sometimes be canceled for various reasons, including:

• Product out of stock
• Unable to process your payment information
• Unable to deliver to the address you provided
• Customer request

If your order is canceled, we will notify you via email and arrange for a refund. If you have any questions regarding order cancellations, please call (852) 6595 5323 or email us at info@thetenchi.com.

Upon receiving the goods, please check the items for completeness. We recommend that customers refuse the product directly from the delivery personnel on-site and keep the order email for record-keeping to protect both parties’ interests.

Non-Exchangeable/Non-Returnable Products - Return or exchange services do not apply to the following situations or products:

• Product packaging is not intact (e.g., packaging tape or boxes are torn)
• Products that have been opened or used and are damaged or incomplete
• Any free gifts or trial samples
• Products for which a receipt cannot be presented
  

If a customer discovers any issues with the product, such as wrong items, damage, defects, or quality issues, we will arrange for an exchange or return. Please initiate the exchange/return process within 7 days of receiving the goods. Requests made after this period will not be accepted. If the exchanged product is out of stock, we will refund you using the same payment method you used for the purchase.

• Products Eligible for Exchange/Return
  If there are wrong items, damage, defects, or quality issues, we will arrange for an exchange or return. Please initiate the exchange/return process within 7 days of receiving the goods. Requests made after this period will not be accepted. If the exchanged product is out of stock, we will refund you using the same payment method you used for the purchase.
• Exchange/Return Process: Customers should clearly photograph the issue with the product, along with the order number and product code, and email it to info@thetenchi.com or call us at (852) 6595 5323 to request a return. Please specify “Tenchi Mall” in the email subject line to ensure a smooth return process. Once we confirm that the return conditions are met, you will receive a reply confirming the return and instructions for the return process. Please return the product along with the confirmation letter. After successfully receiving the returned product, we will arrange for a refund in our system, which generally takes place within 14 working days back to your payment account.
• Note: If you are returning products that come with promotional gifts or were purchased at a special price, please also return those items; otherwise, the refund will not be processed.

In case of any disputes, Tenchi Mall reserves the final decision.

If the tracking information shows that your package has been delivered, but you have not received the goods, please:

1. Ask neighbors or family members
2. Check around the delivery address
3. Call (852) 2730 0273 or (853) 2873 7373 to contact SF Express
4. You may also email info@thetenchi.com or call (852) 6595 5323 to contact us.

Unless otherwise stated (such as promotions listed on this website), all orders placed on this website are subject to the following delivery policy:

• Free delivery service for orders of two items or more.
• A shipping fee of HKD 30 will be charged for orders of one item.
• Standard delivery service is only applicable to orders within Hong Kong.

Delivery services are available for Hong Kong and Macau.

The standard delivery service covers Hong Kong Island, Kowloon, the New Territories, Outlying Islands, and Macau. This service is not available in certain designated areas, including but not limited to: Tai Long Wan, Lo Wu, Tai O, Siu Hau Wan, and Po Toi Island.

• Delivery services are not available for addresses outside Hong Kong and Macau.
• We do not accept postal box addresses as delivery addresses.
• Goods will be sent to the address provided by the customer when placing the order. Each order can only be delivered to one address. If you need to send part of the order to multiple addresses, please place separate orders for each address.