Last updated: August 2026
Changed your mind before the parcel gets to you? What happens next depends on one thing only: whether the order has already been packed and handed to the carrier.
Before it is dispatched
Write to Hello@tendihealth.com with your order number and ask us to stop it. If the parcel has not yet gone to the carrier we cancel it and refund you in full, with nothing deducted.
Because we pack in under 48 hours, that window is short, and it is shorter still on a weekday morning. Send the message as soon as you know. A cancellation is only real once we have replied to confirm it, so please wait for that reply rather than assuming.
After it is dispatched
Once a parcel is with the carrier we cannot recall it, and neither can they.
Please accept the delivery when it arrives, then start a return under the 100-day money-back guarantee. Refusing the parcel at the door sounds simpler but it is not: a refused parcel travels back through the network unlabeled, often takes three weeks to reach us, and sometimes never gets matched to an order at all, which delays your money.
After it has been delivered
From that point the 100-day money-back guarantee is what applies, and it is a good deal more generous than a cancellation right. The conditions are set out in the Return & Refund Policy. Do not post anything back until we have replied with instructions.
How the money comes back
- Always to the card or account used at checkout.
- A confirmed pre-dispatch cancellation is refunded the same business day.
- Your bank decides when it shows on your statement. Three to ten days is typical.
Orders we cancel
Occasionally we cancel an order from our side. It is rare, and the reasons are:
- The item sold out between your order and our packing bench.
- A price displayed incorrectly on the site.
- A payment our processor flags as fraudulent, or a delivery address that cannot be verified.
In every one of those cases you get a full refund immediately and an email explaining what happened. We do not hold funds on a cancelled order.