Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@tesnapro.co.za. Please note that returns will need to be sent to the following address: Tesna South Africa , 14 Pine Avon , 18 Pine Street , Craigavon , Sandton ,2191

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@tesnapro.co.za

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
For hygiene and public‑health reasons, we cannot accept returns or exchanges on any earphones or headphones that have been opened, worn, or used. In line with the Consumer Protection Act (CPA), these items are considered hygiene‑sensitive goods, and once the seal is broken or the product has been in contact with the ear, it cannot be resold or returned unless the item is defective or not as described at the time of purchase. Unopened and unused products in their original sealed packaging may still qualify for return under our standard policy.

Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Cooling -Off Period for Online Purchases (ECTA Section 44)

In accordance with Section 44 of the Electronic Communications and Transactions Act (ECTA), customers who purchase products from our online store are entitled to a statutory 7‑day cooling‑off period. This period begins on the day you receive your order. During this time, you may cancel the purchase for any reason, provided that the goods are returned unused, in their original packaging, and in a condition suitable for resale. To exercise this right, you must notify us in writing within the 7‑day period. Once we receive your cancellation notice and the returned goods, we will process a refund within 30 days. Please note that, unless the product is defective or incorrectly supplied, you will be responsible for the cost of returning the goods. This cooling‑off right does not apply to items that cannot be returned for hygiene reasons once opened, customised products, or goods specifically exempt under ECTA.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@tesnapro.co.za