Returns & Withdrawal
Whether bought or rented – returning is easy. Pick your case below and follow the steps.
- 14-day withdrawal on purchases
- QR return without a printer for rentals
- transparent process
Purchase return
Bought it and not convinced? You have 14 days.
As a consumer you have a 14-day right of withdrawal from receipt of the goods on online purchases – without giving reasons. You can declare the withdrawal informally; we recommend the returns portal or the model withdrawal form.
- 1Declare withdrawal: start via the returns portal in your account or by email/form (withdrawal policy & form).
- 2Get a return label: we provide a DHL return label or a QR return code (printer-free at a branch/parcel station) or a print-at-home PDF.
- 3Pack safely: return the device, ideally in its original packaging, with all accessories.
- 4Drop off: hand the parcel to DHL – the acceptance scan documents your timely return.
- 5Refund: after receipt and inspection we refund the purchase price via the original payment method.
Important (legal, working draft)
- The refund is made without undue delay, at the latest within 14 days of receiving your withdrawal; we may withhold it until the goods are back with us or you have provided proof of return.
- Return costs: [who bears the return costs – to be finalized and mirrored in T&Cs/withdrawal policy].
- Compensation for loss of value may apply for use beyond what is needed to inspect the goods.
- Warranty: independent of withdrawal, the 24-month statutory warranty applies.
Full withdrawal policy & model withdrawal form · purchase T&Cs.
Rental return
Rental over? Return it by QR code – no printer.
For rental machines you don't need a printer. You use your personal QR return code and drop off Tenniix in the reusable rental case.
- 1Wait for the reminder: two days before and on the return day we remind you by email/push.
- 2Pack up: put Tenniix and accessories back into the rental case.
- 3Use the QR code: show the QR return code at the DHL branch or parcel station – the label is printed on site. A print-at-home PDF is an alternative.
- 4Drop off = rental ends: your rental ends at the DHL acceptance scan, not the day the parcel arrives with us. A 24-hour grace buffer applies afterwards.
- 5Check & deposit release: after receipt the device runs a 10-point check. If everything is fine, we release the deposit hold – usually within 48 hours. Since it was only a hold, no money was ever charged.
Keep instead of returning
Convinced? With the Keep button in your customer account you turn the rental into a purchase – no return shipping, and your rental is credited 100% (during the rental and 30 days after).
Damage – handled fairly
Normal wear (dust, marks, ball abrasion) costs you nothing. We document real damage or missing accessories with photos and proof; only that portion is deducted from the deposit. Transport damage on the way back is not at your expense – shipping is insured.
Start a return
Start your return online.
In the returns portal you start your return in a few steps – enter your order or rental number, choose a reason, get the label/QR. During an active rental you'll also find the QR code and status directly in your customer account.
FAQ
Common questions about returns.
14 days from receipt for the withdrawal.
No – with the QR return code the label is printed at a branch/parcel station. Print-at-home is optional.
At the DHL acceptance scan when you drop it off, plus a 24-hour grace period.
No, only held. Released usually within 48 hours after the check.
Yes – Keep button in your account, no return shipping, rental is credited.