Refund Policy

At TenchiSattava, customer satisfaction is important to us. We sell FMCG food products including ethnic snacks, lollipop range, JELL-O candies, mouth fresheners, coffee products and related packaged food products under brands such as Zinggo and Arabiko.

Please read our Refund Policy carefully before placing an order or submitting a product-related request through TenchiSattava.com.

1. Food Product Return Policy

Since our products are FMCG and packaged food items, returns and refunds are limited for safety, hygiene and quality reasons.

Products once opened, consumed, used, damaged after delivery or not stored properly will not be eligible for return or refund.

2. Eligible Refund or Replacement Cases

A refund or replacement request may be considered only in the following cases:

• Wrong product delivered
• Damaged product received
• Expired product received
• Product missing from the confirmed order
• Packaging damage that affects product safety or usability

3. Non-Refundable Cases

Refunds or replacements will not be accepted in the following situations:

• Product has been opened or used
• Product taste, flavour or preference does not match personal expectations
• Incorrect address or contact details provided by the customer
• Delivery delay caused by courier, customs, weather, public holidays or other external factors
• Product damage caused after delivery
• Products stored in unsuitable conditions after delivery
• Clearance, promotional or special offer products, unless damaged or expired

4. Reporting a Product Issue

If you receive a damaged, wrong or expired product, please contact us within 24 to 48 hours of delivery.

To help us review your request quickly, please share the following details:

• Order number or invoice details
• Full name and contact number
• Clear photos or videos of the product
• Photos of outer packaging and product label
• Description of the issue

5. Refund Review Process

Once we receive your request, our team will review the details and verify the issue. Approval of refund or replacement will be based on product condition, submitted proof and order details.

TenchiSattava reserves the right to approve, reject or request additional information for any refund or replacement request.

6. Refund Method

If a refund is approved, the refund will be processed through the original payment method or any other agreed method depending on the order type and location.

Refund processing time may vary depending on the payment provider, bank, country and transaction method.

7. Replacement Policy

In some cases, instead of a refund, we may offer a replacement of the same product or an alternative product of equal value, subject to stock availability and delivery serviceability.

8. Cancellation Policy

Order cancellation requests must be made before the order is processed or shipped. Once an order has been dispatched, cancellation may not be possible.

For bulk orders, wholesale orders, distributor orders or export-related orders, cancellation terms may be different and will be confirmed separately in writing.

9. International Orders

TenchiSattava supplies products in markets including Dubai, Sri Lanka, Nepal, Europe and other regions. For international orders, refunds, replacements or cancellations may be affected by customs clearance, import rules, logistics charges and country-specific regulations.

Shipping charges, customs duties, taxes or import-related fees may not be refundable unless otherwise confirmed in writing.

10. Bulk and Distributor Orders

For retailers, wholesalers, importers, distributors and business buyers, refund or replacement terms may depend on the agreed supply terms, invoice terms and distribution agreement.

Any claim for damaged, missing or incorrect products in bulk shipments must be reported immediately after receiving the shipment with proper proof.

11. Contact Us

For refund, replacement or cancellation support, please contact us:

TenchiSattava
Dubai, United Arab Emirates
Email: contact@tenchisattava.com
Phone: +971 56 128 3209