Tervanq™ is owned and operated by Hangzhou Mufen Daily Necessities Co., Ltd. | Legal Representative: Pan Jingmin | Email: service@tervanq.com | Phone: +86 18337328580
Business Address: Room 204588, 20th Floor, Yandafang Wenyuan Building, No. 426 Binwen Road, Changhe Subdistrict, Binjiang District, Hangzhou City, Zhejiang Province
30-Day Return Period
Eligible products may be returned within 30 calendar days after delivery.
The return period begins on the date the applicable product is delivered.
Customers should submit an eligible return request before the return period expires.
How to Request a Return
Before sending a product, contact:
Email: service@tervanq.com
Phone: +86 18337328580
Please provide:
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The applicable order number;
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The product concerned;
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The reason for the return;
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Photographs or video where relevant;
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Other information reasonably necessary to review the request.
Customer service requests are normally reviewed and responded to within 3 business days.
General Return Conditions
For an ordinary preference-based return, the item should generally:
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Be requested for return within 30 calendar days after delivery;
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Remain unused beyond reasonable inspection;
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Not have been deliberately damaged or materially altered;
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Include original components and accessories where reasonably possible;
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Include original packaging where reasonably possible;
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Be identifiable as the product associated with the relevant order.
Reasonable inspection does not automatically make an otherwise eligible return invalid.
Return Destination
Do not automatically send products to the public business address displayed on the Tervanq™ website.
That address identifies Hangzhou Mufen Daily Necessities Co., Ltd. as the legal company operating Tervanq™ and is not necessarily the designated logistics facility for every return.
After an eligible request is reviewed, customer support will provide the applicable return address and instructions.
Preference-Based Returns
A preference-based return may include circumstances where:
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The customer changes their mind;
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The product is no longer wanted;
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An incorrect variation was selected despite accurate product information;
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A correctly supplied and non-defective item no longer suits the customer's preference.
For an eligible preference-based return, return transportation costs may be the customer's responsibility.
Damaged Items
If a product arrives damaged, contact us promptly.
Retain the item and relevant packaging where reasonably possible while the concern is reviewed.
Photographs or video may be requested when reasonably useful for evaluating the condition.
Defective Items
If an item appears defective or materially fails to function as described, contact:
service@tervanq.com
+86 18337328580
Provide the applicable order information and a clear explanation of the issue.
Incorrect or Incomplete Orders
If an incorrect product was supplied or a material component is missing, contact customer support.
Where the issue is confirmed, an appropriate corrective solution will be provided.
Return Transportation Responsibility
For preference-based returns involving correctly supplied and non-defective products, customers may be responsible for return transportation costs.
Where an item was damaged, defective, incorrect, or materially inconsistent with its applicable description, customers will not be required to bear additional return transportation costs solely to correct that issue.
Inspection After Return
Where physical return of a product is required, the item may be inspected after receipt.
The review may consider:
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Product identity;
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General condition;
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Included components;
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Missing accessories;
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Use beyond reasonable inspection;
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Damage occurring after delivery;
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Compliance with applicable return conditions.
Minor packaging imperfections alone will not automatically invalidate an otherwise legitimate return when they do not materially affect the product.
Refund Timeframe
After the applicable return has been received where required, reviewed, and approved, the approved refund is generally completed within 7–10 business days.
Transportation-Related Claims
If a package appears materially delayed, lost, damaged during transportation, or cannot reasonably be located, contact:
Email: service@tervanq.com
Phone: +86 18337328580
Transportation concerns may require review of carrier information and other relevant circumstances.
Return Procedure Integrity
We may review credible evidence of deliberate return fraud, product substitution, manipulated evidence, or intentional misuse of return procedures.
This provision does not restrict legitimate returns, genuine product concerns, or reasonable delivery complaints.
Consumer Rights
Nothing in this Return Policy is intended to restrict rights that cannot lawfully be excluded under applicable consumer protection requirements.
Return Support Record
Brand: Tervanq™
Company: Hangzhou Mufen Daily Necessities Co., Ltd.
Legal Representative: Pan Jingmin
Email: service@tervanq.com
Phone: +86 18337328580
Normal Support Handling: Within 3 business days