Refund policy

Last Updated: March 14, 2026

At Ten Bong, we are committed to providing high-quality pre-owned automotive performance parts. We understand the importance of customer satisfaction while maintaining the integrity of our specialized products.

1. RIGHT OF WITHDRAWAL (EU CUSTOMERS)

In accordance with EU Consumer Rights Directive 2011/83/EU, customers in the European Union have the right to withdraw from their purchase within 14 days of receiving the product, without giving any reason.

To exercise your right of withdrawal:

  • Contact us at support@tenbong.com within 14 days of delivery
  • Return the product within 14 days of notifying us
  • Product must be unused, uninstalled, and in original packaging
  • You are responsible for the cost of return shipping

Exceptions to the right of withdrawal:

  • Products that have been installed, mounted, or used
  • Products with broken seals or opened packaging (unless defective)
  • Custom-ordered or specially modified parts
  • Products that have deteriorated or been damaged due to improper handling

2. RETURN ELIGIBILITY (ALL REGIONS)

We accept returns within 14 days of delivery if:

  • The item received is significantly different from our description
  • The product has undisclosed defects or hidden damage
  • Wrong item was shipped due to our error
  • Product arrived damaged during shipping

Returns are NOT accepted for:

  • Items that have been installed, fitted, or used in any way
  • Products showing signs of installation attempts
  • Items with missing parts or accessories
  • Normal wear and tear consistent with pre-owned automotive parts (as disclosed in product listing)
  • Change of mind after installation or modification

3. PRE-SHIPMENT VERIFICATION

To ensure complete transparency and customer satisfaction:

  • All products are thoroughly inspected before shipping
  • Detailed photos and videos are provided for your approval
  • Products ship within 24 hours from Shanghai after your confirmation
  • By confirming pre-shipment media, you acknowledge the product's condition

4. RETURN PROCESS

Step 1: Contact Us

  • Email support@tenbong.com within 48 hours of delivery
  • Include your order number, photos/videos of the issue, and reason for return
  • Our team will respond within 2 business days

Step 2: Return Authorization

  • If approved, we will provide a Return Authorization (RA) number
  • Returns without RA number will not be accepted
  • Pack the item securely in original packaging

Step 3: Ship the Return

  • Ship to the address provided with your RA number
  • Use a trackable shipping method
  • Retain proof of shipment

5. REFUND TERMS

Processing Time:

  • Refunds are processed within 5-7 business days after receiving and inspecting the returned item
  • Refunds are issued to the original payment method
  • Please allow additional time for your bank to process the refund

Refund Amount:

  • Defective or incorrect items (our error): Full refund including original shipping costs
  • Buyer's remorse (unused, unopened): Product price minus 20% restocking fee
  • Original shipping costs: Non-refundable (except for our errors)
  • Return shipping costs: Buyer's responsibility (except for defective items or our errors)

6. DAMAGED OR DEFECTIVE ITEMS

If you receive a damaged or defective item:

  • Contact us immediately with photos/videos
  • We will arrange for replacement or full refund at no cost to you
  • We may provide a prepaid return label for defective items

7. AUTHENTICITY & QUALITY GUARANTEE

100% Authentic Products - 10x Compensation Guarantee

All products sold by Ten Bong are guaranteed to be 100% authentic, genuine parts. We maintain the highest standards of quality and authenticity.

  • Authenticity Promise: All items are authentic, in-stock products
  • 10x Penalty Guarantee: If any product is proven to be counterfeit or fake, we will refund 10 times the purchase price
  • Quality Assurance: Every product undergoes thorough inspection before shipment
  • Detailed Documentation: Pre-shipment photos and videos verify authenticity and condition

To claim under our authenticity guarantee, you must provide verifiable proof that the product is counterfeit within 14 days of delivery.

8. TAX INVOICES (MAINLAND CHINA CUSTOMERS ONLY)

Fapiao (发票) Available for Chinese Customers:

For customers in Mainland China who require a tax invoice (Fapiao/发票), we offer:

  • VAT General Invoice (增值税普通发票): 1% tax rate
  • VAT Special Invoice (增值税专用发票): 13% tax rate

How to request a Fapiao:

  1. Contact us at support@tenbong.com before or immediately after placing your order
  2. Provide your company name, tax ID (统一社会信用代码), and invoice type required
  3. The applicable tax rate will be added to your order total
  4. Fapiao will be issued within 3-5 business days after order completion

Note: Fapiao requests must be made within 30 days of order completion. Tax invoices are only available for Mainland China customers.

9. NON-RETURNABLE ITEMS

The following items cannot be returned:

  • Electrical components that have been connected or tested
  • Fluids, oils, or consumable products (if opened)
  • Items marked as "Final Sale" or "As-Is" in the product listing
  • Products damaged due to improper installation or use

10. EXCHANGES

We do not offer direct exchanges. If you need a different item:

  • Return the original item following our return process
  • Place a new order for the desired product

11. INTERNATIONAL ORDERS

For customers outside the EU:

  • Return policies follow the same guidelines as above
  • Customers are responsible for any customs duties or import taxes on returns
  • International return shipping costs are the buyer's responsibility

Important: Once you confirm pre-shipment photos/videos, you acknowledge the product's condition as described. Returns based on condition visible in pre-shipment media may not be accepted.

12. CONTACT INFORMATION

For return requests, invoice requests, or questions about our policy:

  • Email: support@tenbong.com
  • WhatsApp: +86 18284494414
  • Telegram: @tenbong_official
  • WeChat: +86 18284494414
  • Phone: +86 18284494414
  • Business Hours: Monday - Saturday, 9:00 AM - 6:00 PM (CST)

13. POLICY UPDATES

We reserve the right to update this policy at any time. Changes will be posted on this page with an updated "Last Updated" date.