Full terms of purchase
At Tensify (org. no. 559003-9334), you shop for pain relief and other health-promoting products. These terms of purchase and delivery apply to all purchases and orders made on www.tensify.eu/de by customers residing in the EU. We at Tensify follow the consumer legislation in the customer's country where it is prescribed by EU laws and/or regulations.
As a user of tensify.eu/de or a customer of the e-commerce, you have the right to request information about your personal data. You also have the right to request that your personal data be changed or deleted. We questions, do not hesitate to contact us at info@tensify.eu. We will get back to you as soon as we can, usually within 24 hours on non-holiday days.
Buy
Your purchase
A purchase agreement is entered into when you choose to click on Complete purchase in the checkout. An order confirmation is then automatically generated from our system without manual review. If we discover irregularities or unforeseen deviations in your order, we will contact you as soon as possible.
Sales to minors
Tensify only enters into agreements with an adult (18 years of age or over), alternatively a minor with the guardian's permission and approval. Possible exceptions are in accordance with the Parental Code.
Price & Payment
Prices and VAT
The prices we have in the store are always shown including 25% VAT. The VAT is included in the total cost that you see at checkout. There are exceptions if you are a business customer. If the VAT changes, we reserve the right to change the prices corresponding to the change. Price adjustments can also take place at any time without prior notice.
Incorrect prices
If you have purchased a product at an obviously incorrect price, we will contact you and in these cases we reserve the right to adjust the price, as well as charge the difference. Alternatively, let you cancel the purchase and get a refund. We also reserve the right for printing errors and inaccuracies in our marketing, newsletters and other external communications. In these channels, the same applies as for obviously incorrect prices on the site.
Gift cards and discount codes
If you have received a gift card or a discount code, please enter this before completing the purchase. Note that it is your responsibility to ensure that your price is adjusted to what you wish to pay before completing the purchase. Discounts are not deducted afterwards. Have you received a gift card and have questions before using it? Do not hesitate to contact us by email info@tensify.eu.
Products and total costs
All products we sell can be used in Sweden. Total cost including shipping cost, any other fees and VAT is included in the total price you see at checkout. Offers and discount codes/gift cards are clearly specified at checkout. Any stock status is always shown on the product page. However, we reserve the right to final sales.
Shipping cost
We charge a unit price of SEK 49 / DKK 49 / EUR 5 for orders that do not exceed SEK 499. For orders over SEK 499, we offer free shipping.
Payment methods
We cooperate with Paypal and Klarna Bank AB (publ org. no. 556737-0431) and offer, among other things, you to pay with the most common credit and debit cards, as well as Klarna's services 14-day invoice and direct payment.
Payment includes Klarna's buyer protection. Are you interested in reading more about what it means? click here
Shipping & Delivery
Delivery time
Goods that are in stock are normally delivered within 2-5 working days from the time we receive the order. In exceptional cases, our chosen carrier cannot make daily deliveries to certain areas, in which case the delivery time may be slightly extended. If you have purchased an item that is in stock and we discover that the delivery will be calculated for longer than 7 days, we will contact you regarding this.
Handling time
For orders where all products are in stock, we normally have a handling time of 1-3 working days before they are sent by a forwarder. If the product is not in stock, we first place an order with our supplier. As soon as the product is back in stock, normal handling time applies. During holidays and major weekends such as Christmas shopping and Black Week, the handling time may be affected.
Shipping & Delivery Method
Delivery of ordered goods takes place primarily with DHL to the nearest agent.
We currently offer three different delivery methods and we describe them below and which of these is applied to which type of order.
Shipping - for individuals there are two different options. For smaller orders with non-bulky products, delivery to a mailbox is selected with Postnord, and for orders packaged in a box, delivery to an agent is selected with DHL. For orders under SEK 499, SEK 49 is added for shipping of your order. For orders over SEK 499, we will cover the shipping to you.
Transport damage/Misshipment
If the package is damaged upon collection/reception, this must be reported directly to the delivery point/driver upon receipt of the shipment. Ask the carrier to make a note of the damage on your copy of the waybill/collection receipt. Take some pictures of the package so that the damage is evident and save the packaging so that the complaint can be handled correctly.
If the product is damaged due to suspected transport damage, this must be reported immediately to our customer support (info@tensify.eu). In order for us to be able to complain about the damage to our carrier, we in turn need to report the transport damage within 3 days. We are therefore grateful if you report the damage as soon as possible, but within this time. This applies to both visible and hidden transport damage, and it is therefore important that you unpack and check that the product is free of defects as soon as possible after receipt.
A product that has been incorrectly dispatched must be reported to Tensify as soon as possible, but within a maximum of 7 days from the package being collected. This applies, for example, to if you received the wrong item or the wrong number of an item. It is therefore important that you unpack and check your delivery as soon as possible after receipt. If an item should, contrary to expectations, be mis-shipped, damaged or incorrect, we undertake to remedy the error free of charge, provided that it is notified within the time period specified above.
Untriggered order
If you do not redeem your package, the package will automatically be returned to us after 14 days and you will be charged for the return shipping cost of SEK 300. This applies to DHL agents, DB Schenker agents and Postnord MyPack Collect.
For heavier or bulky goods, a cost is also added according to the current shipping table. If you have chosen invoice as the payment option, it is important that you contact Klarna to avoid possible reminder fees and late payment interest. Replacement of unredeemed packages is sent by invoice via Klarna.
Delivery delay
With us, you have the right to cancel your purchase at no extra cost in the event of a delay towards the promised delivery time. If we become aware of delivery delays of your order, we will contact you immediately via email or phone.
Guarantee
All items sold on Tensify are backed by a 12 month manufacturer's warranty unless otherwise stated. All goods are also covered by the Consumer Purchase Act and all matters will be handled in compliance with this law.
Right of withdrawal & Returns
Right of return
With us, it should be easy to both shop and be able to return products that did not turn out as you had imagined. For private individuals, the right of return applies for 100 days from the date of receipt of the item. Should you not be satisfied with the product(s), you can send your order back to us and get the money for returned products back. Below are your options for making a return.
1) You want our help to make a return
Contact info@tensify.eu and let us know your order number and which products and quantities you want to return. Then wait for instructions. We handle incoming cases as quickly as we can, often within 24 hours. We then create a return shipping slip with DHL or Postnord that is emailed to you. The customer information provided at the time of order is the one that will be applied to the return shipping slip.
2) You want to make a return directly to our warehouse
Of course, it is fine to return your web order directly to us in our warehouse. You need to announce your visit in advance to ensure that the warehouse is staffed at the date and time of the return. Our warehouse is located at Öregrundsgatan 4, Gärdet in Stockholm. Returns of orders placed in the web shop are refunded through the payment service you chose to pay with, which means that it takes 2-10 working days before the refund is in your account.
Have you opened one or more products that you want to return? No problem - as long as the item is in new condition, without marks or other damage and that all associated parts and complete original packaging are returned, we will accept your return with a full refund for returned products.
It is the customer's responsibility to pack the items carefully and securely for return delivery. Each product must be packed separately in its original packaging/bag. Protective packaging and an outer carton in addition to the product packaging must be used, so that there is no risk of damage occurring during the return delivery. No refund is allowed for returned products in unsaleable condition.
If any item should be damaged when you receive it, see the separate section on complaints below. Complaints about damaged/defective goods must always be made before a possible return of all or parts of an order.
Exchanges of goods can be made in cases where products at the same unit cost and total value are to be exchanged, e.g. to a different color/design or a different series with a corresponding price.
We do not process returns that are sent to us on our own initiative via delivery to a service agent.
If you want our help with a return, don't hesitate to contact our friendly customer support at info@tensify.eu.
Exemption from the right of withdrawal
The right of withdrawal does not cover business customers, but we always try to be helpful in finding a solution if such a situation should arise.
Complaints
If you receive an item that is damaged, defective or incorrect, it must be reported to Tensify as soon as possible, but within a maximum of 7 days from the package being collected. This applies to complaints of all types of visible damage/defects - e.g. product damage, manufacturing defects in design, malfunctions or missing accessories, etc. It is therefore important that you unpack and check your delivery as soon as possible after receipt. If an item should, contrary to expectations, be mis-shipped, damaged or incorrect, we undertake to remedy the error free of charge, provided that it is notified within the time period specified above. Repair of a complained item is always at our expense, but always contact us before you return a complained item. A defective item is replaced in the first instance with a new, fault-free item. Complaints about damaged goods must be made separately and before any return/use of the right of cancellation of all or parts of an order.
The above paragraph refers to complaints of all types of visible damage/defects. In the case of manufacturing defects that can only be discovered during assembly/use of the product, our warranty applies, see separate section in the purchase conditions.
Please note that visible transport damage must be reported within 3 days to our customer support.
Contact in the event of a complaint
Email: info@tensify.eu
Reservations
We reserve the right for any misprints in the marketing and for outgoing assortments. We have no obligation to deliver goods with obvious incorrect pricing. We do not guarantee that goods will be delivered within the specified time as unforeseen delays may occur.
Disputes
Disputes due to the application or interpretation of these terms and conditions of purchase shall primarily be resolved by negotiation between the customer and Tensify. If these parties cannot agree, the dispute will be settled in a Swedish court according to Swedish law.
Force Majeure
An event such as war, natural disaster, industrial action in the labor market, authority decision, non-delivery from subcontractors, cost-increasing circumstances and a comparable event beyond our control, which could not reasonably have been foreseen, shall be attributed to force majeure, which means that we are released from our obligations to fulfill agreements.