Returns & Refunds
Last updated: July 29, 2026
We want orders to arrive as expected. This policy applies to purchases made directly from N-TenseCity Enterprises LLC and its divisions through this website unless a product page states a different policy before purchase.
Cosmetics & personal-care items
For hygiene, safety, and product-integrity reasons, opened, used, swatched, altered, or tampered-with cosmetics and personal-care items are not eligible for return unless the item arrived damaged, defective, or incorrect. Unopened and unused cosmetics in original condition and packaging may be requested for return within 14 calendar days after confirmed delivery.
Merchandise & apparel
Eligible unworn, unwashed, unused merchandise in original condition may be requested for return within 30 calendar days after confirmed delivery. Items marked Final Sale, personalized/custom items, and items damaged after delivery through misuse or improper care are not eligible for return.
Damaged, defective, missing, or incorrect items
Please contact [email protected] as soon as possible, preferably within 7 days of delivery, and include the order number plus clear photographs of the item, packaging, and shipping label when relevant. If we confirm that we shipped the wrong item or the product arrived damaged or defective, we will provide an appropriate replacement, refund, or return instructions at no additional return-shipping cost to you.
Return authorization
Contact us before sending anything back. Returns sent without authorization, to an incorrect address, or cash-on-delivery may be refused. Unless the return is due to our error or a verified damaged/defective item, original shipping charges are non-refundable and the customer is responsible for return shipping.
Refund timing
Approved refunds are issued to the original payment method after the returned item is received and inspected. Please allow up to 5–10 business days for us to process an approved refund after inspection. Your bank, card issuer, or payment service may require additional time to post the credit.
Cancellations
Contact us immediately if you need to cancel or change an order. We will try to help, but once an order has entered fulfillment or shipped, it may need to follow the normal return process.
Questions
For return or refund help, contact [email protected] before filing a payment dispute so we have an opportunity to resolve the issue promptly. Nothing in this policy limits rights that cannot legally be waived.