Refund policy

Last updated: August 2026

The Tendi Pen comes with a 100-day money-back guarantee. Treat a few growths, give it a fair run, and if you decide it was not worth the money, tell us and we will refund you. There is no restocking fee and no administration charge.

The conditions below exist so the guarantee stays honest, for you and for us. They are short, and none of them is a trap.

The 100 days

Your 100 days start on the day your order is delivered, not the day you ordered it. You have the whole of that window to make up your mind.

What you need to do to claim

  • Write to us inside the 100 days. Include your order number. An email is enough, there is no form to fill in.
  • Tell us briefly why. One or two sentences. We are not going to argue with the reason, we just need to know whether the problem was the device, the instructions or the fit for your particular case.
  • Give it at least 14 days of real use, unless it is faulty or unsafe. A treated growth normally darkens within a day and lifts away over the following week, and thicker growths take more than one session. Two weeks is the shortest span in which anyone can fairly judge it.
  • Try one thing we suggest. Most disappointing results come down to the level being set too low or the wrong tip being fitted. We will suggest one adjustment. If it does not help, the refund goes ahead.
  • Send the pen back. The device itself, the coarse tips and the case need to return to us. Unused fine tips, shields, wipes and patches can come back or stay with you, whichever you prefer, they make no difference to the amount refunded.

What you do not need to do

  • You do not need to photograph your skin. We will never ask for a picture of a growth or a treated area.
  • You do not need the original box. Any packaging that gets the pen back to us in one piece is fine.
  • You do not need to explain yourself twice, or speak to more than one person.

Hygiene

Please wipe the pen down and remove any fitted tip before you pack it. Used tips must not be returned. They are single-use, they go in a sharps-safe container or a sealed rigid container in your household waste, and any that arrive here are disposed of on receipt. Nothing that has touched skin is ever re-sold.

What the guarantee does not cover

  • A device that is missing, or a claim where the pen is not returned at all. The guarantee is a refund on a returned product, not a refund on a kept one.
  • Deliberate damage, taking the device apart, or modifying it.
  • Loss or damage that happens after delivery, such as a dropped or submerged unit. That is what the warranty section below is for, and it is a separate thing.
  • Consumables bought on their own and already used.
  • Anything bought somewhere other than tendihealth.com. We cannot refund a purchase we never took payment for, and anything sold as a Tendi product elsewhere is not ours.
  • Repeat claims. The guarantee is one refunded order per person or household. If a pattern of ordering and refunding appears across names, addresses or payment methods, we will decline it and say so plainly.

If we ever decline a claim, we will tell you exactly which of the points above applied and why. We will not go quiet on you.

If it arrives broken or faulty

That is not a guarantee claim, it is our mistake, and it is handled faster. Write to us within 30 days of delivery, describe what is wrong, and we will send a replacement or refund you in full. There is no 14-day waiting period, no support step, and we pay the return shipping. We may ask for a short photo or video of the device, never of you.

Warranty

Beyond the guarantee window, the pen carries a 12-month warranty against manufacturing defects, counted from the delivery date. If the electronics or the charging system fail in normal use, we repair or replace it. The warranty does not cover accidental damage, water damage, wear on consumable tips, or a device that has been opened.

How a return actually goes

  1. You email us at Hello@tendihealth.com with your order number and a sentence about why.
  2. We reply the same day with one suggestion, or with return instructions and the address if you would rather just send it back.
  3. You post it using a tracked service and keep the receipt. Please do not send anything before we have confirmed the instructions, parcels that arrive unannounced are hard to match to an order.
  4. We refund you within 5 business days of the parcel reaching us.

Return shipping

For a change-of-mind or suitability return under the guarantee, you arrange and pay the return postage. Use a tracked service, it is the only way either of us can prove the parcel arrived. For a faulty, damaged or wrongly-sent item, we cover it.

Refunds

  • Refunds go back to the card or account you paid with. We cannot send them anywhere else.
  • Approved refunds are issued within 5 business days of us receiving the return, and usually the same day.
  • The refund is the price you paid for the product. Shipping was free, so there is nothing withheld there.
  • Once we have issued it, how quickly it appears is your bank's decision, not ours. Most take 3 to 10 days.

Exchanges

We do not run exchanges. If you want something different, claim the refund and order separately, it is faster for you and clearer for both of us.

If a refund has not appeared

Check the account you paid from, then check with your bank, since a pending refund is often invisible on a statement for several days. If it still cannot be found, write to us and we will send you the transaction reference to give them.