Return & Refund Policy

YOUR SATISFACTION, THOUGHTFULLY HANDLED

Clear Returns. Fair Solutions. Thoughtful Support.

At 𝙏𝙚𝙧𝙫𝙤𝙣𝙙™, we want every product you receive to meet the reasonable expectations you had when placing your order.

Whether you've chosen a flat iron for your everyday styling routine, a hairbrush that suits your personal needs, or a soft silk accessory for nighttime hair care, we understand that product quality, everyday usability, and dependable after-sales support matter.

If something isn't right with your purchase, or if your order arrives damaged, incorrect, incomplete, or otherwise presents a problem, we want to provide a clear, fair, and practical way to address your concerns.

This Return & Refund Policy explains our return window, eligibility requirements, request procedures, return shipping responsibilities, refund timelines, and product-specific conditions.

01 | ABOUT THIS RETURN POLICY

The Company Behind Your Purchase

Brand / Trade Name: 𝙏𝙚𝙧𝙫𝙤𝙣𝙙™

Official Website: https://tervond.com

Legal Company Name: Shanghai Chengtongya Network Technology Co., Ltd.

Owned and Operated By: Shanghai Chengtongya Network Technology Co., Ltd.

Owner: Li Hongtao

Business Address: 2nd Floor, Building 3, No. 1036 Xizha Highway, Nanqiao Town, Fengxian District, Shanghai

Customer Support Email: service@tervond.com

Phone Number: +86 176 8534 9435

Customer Service Hours: 9:00 a.m.–6:00 p.m. Pacific Daylight Time (PDT)

𝙏𝙚𝙧𝙫𝙤𝙣𝙙™ is owned and operated by Shanghai Chengtongya Network Technology Co., Ltd.

This policy applies to hairstyling tools, hairbrushes, scalp massage accessories, and silk hair and sleep accessories purchased through tervond.com.

Return and refund requests are reviewed based on product condition, order records, the reason for the request, and applicable consumer protection laws.

Nothing in this policy limits or excludes consumer rights that cannot legally be waived.

02 | 20-DAY RETURN WINDOW

You Have 20 Calendar Days to Request an Eligible Return

Shop with a clear understanding of your return options.

For eligible products, customers may request a standard return within 20 calendar days after delivery.

The return window begins on the date the shipping carrier confirms delivery, unless applicable law requires otherwise.

If your order arrives in multiple shipments, the return window for each item generally begins on that item's actual delivery date.

We recommend inspecting your order promptly after it arrives. Please check:

• Whether the product name, model, color, and specifications are correct.

• Whether all purchased items and included accessories are present.

• Whether the packaging or product shows visible damage.

• Whether the product's main features match its description.

• Whether electrical products have visible damage to their cords, plugs, or exterior components.

If you notice damage, an incorrect item, missing parts, or a potential safety issue, please contact us as soon as possible.

Standard returns requested more than 20 calendar days after delivery may not qualify if they are based solely on a change of mind or personal preference.

However, this return window does not limit any statutory remedies available for defective products or other issues covered by applicable law.

03 | RETURN ELIGIBILITY

Which Items Qualify for a Return?

Eligible returns must meet reasonable product condition requirements.

For returns based on personal preference, a change of plans, or other reasons unrelated to product defects, items generally must meet the following conditions:

• The return request is submitted within 20 calendar days after delivery.

• The item is unused and has not been damaged by the customer.

• The product and its essential accessories are complete.

• Original packaging, instructions, and included materials are retained where applicable.

• The item shows no signs of use that would affect hygiene, safety, or resale suitability.

• A valid order number or other proof of purchase is available.

Additional conditions may apply depending on the product category.

If you're unsure whether an item qualifies, please contact our support team and describe its current condition before arranging shipment.

These requirements primarily apply to non-defective items returned for personal reasons.

Products that arrive damaged, incorrect, or with confirmed defects will be handled according to the circumstances and applicable law.

04 | HAIR STYLING TOOLS RETURNS

Special Considerations for Heated Styling Devices

Product condition and electrical safety are especially important.

This category includes flat irons, 2-in-1 straighteners and curlers, automatic curling irons, hair wavers, and other heated hairstyling devices.

If you're returning a product because you ordered the wrong model, changed your mind, or no longer need it, your request must be submitted within 20 calendar days after delivery and meet the standard return eligibility requirements.

Products that have been used, show customer-caused damage, or are missing essential components may not qualify for a standard change-of-mind return.

If a styling tool arrives damaged, has a confirmed functional defect, or is materially different from its main product description, we'll review the issue and provide an appropriate solution under this policy and applicable law.

Important Safety Notice

If a device overheats unexpectedly, produces a burning smell, has a damaged power cord, fails to turn off properly, or shows signs of another electrical malfunction, stop using it immediately.

Do not disassemble, repair, or modify the device yourself.

Never reconnect a potentially unsafe product solely to record a video of the malfunction.

05 | HAIR BRUSHES & SCALP CARE TOOLS

Return Requirements for Everyday Hair Care Essentials

We consider both product condition and the nature of personal care items.

This category includes round styling brushes, cushion paddle brushes, precision parting combs, scalp massage tools, and other everyday brushing accessories.

For change-of-mind returns, items generally must remain unused, clean, complete, and in compliance with any applicable packaging requirements.

Because these products may come into direct contact with hair or the scalp, items that have been used and cannot reasonably meet applicable hygiene requirements may be restricted from standard returns.

However, hygiene-related restrictions do not automatically eliminate customers' rights to seek remedies for products that arrive damaged, broken, incomplete, incorrect, or with confirmed defects.

If a brush arrives with visibly broken teeth, an abnormal bristle structure, or another noticeable defect, please retain the product and relevant packaging and contact us for assistance.

06 | SILK HAIR & SLEEP ACCESSORIES RETURNS

Return Conditions for Personal Hair & Sleep Accessories

Delicate accessories deserve clear and practical return standards.

This category includes silk sleep bonnets, extra-long silk bonnets, silk eye masks, silk scrunchies, and other accessories that come into direct contact with hair, the scalp, or the face.

For returns based on personal preference, ordering the wrong style, or no longer needing the item, products generally must be:

• Unused

• Unwashed

• Free from noticeable stains or customer-caused damage

• Complete with their essential components

• In compliance with applicable packaging and hygiene requirements

Certain personal care accessories may be subject to standard return restrictions once used because of hygiene considerations.

If a product is supplied with a hygiene seal, any applicable return restrictions should be clearly disclosed before purchase and enforced only where permitted by law.

We will not automatically reject valid claims involving:

• Products that arrive visibly damaged

• Incorrect styles, sizes, or colors

• Materials that are materially different from the description provided at purchase

• Confirmed manufacturing defects

• Other issues for which a legal remedy is required

We'll review these concerns and provide an appropriate solution under our policies and applicable law.

07 | HOW TO REQUEST A RETURN

Four Simple Steps to Get Started

We want the return process to be straightforward and easy to follow.

STEP 01 — Contact Customer Support

Submit your return request within the applicable return window by emailing service@tervond.com.

We recommend using the following subject line:

Return Request – Order #[Your Order Number]

Please include:

• Your order number

• The email address used at checkout

• The product name and quantity you wish to return

• The reason for the return

• The current condition of the item

• Relevant photos or videos, when appropriate

If an electrical product may be unsafe, you do not need to operate it to record evidence of a malfunction.

STEP 02 — Wait for Return Approval & Instructions

Our customer support team will review your request based on your order details, request date, product condition, and applicable policy.

If your return is eligible, we'll provide the appropriate return address, packaging requirements, and shipping instructions.

We may contact you if additional information is reasonably needed.

STEP 03 — Ship Your Return as Instructed

Once you've received return approval, carefully package the item and arrange shipment according to the instructions provided.

We recommend using a trackable shipping service and keeping your shipping receipt and tracking information until your return is completed.

STEP 04 — Return Inspection & Refund Processing

After the returned item arrives at the designated return location, we'll inspect it according to the return reason and applicable eligibility requirements.

For approved refunds, we will initiate the refund within 3–5 business days after receiving and inspecting the returned item.

Please do not ship a return without first receiving the appropriate return instructions.

08 | RETURN ADDRESS & SHIPPING INSTRUCTIONS

Please Confirm Your Return Address Before Shipping

Our registered business address is not necessarily our return warehouse.

The business address published by Tervond™ identifies the company operating this website. It does not mean that all returned products should be sent to that address.

Because products may be handled by different storage or fulfillment facilities, the applicable return address may differ from our registered business address.

Once your return request has been approved, our customer support team will provide the appropriate return warehouse address and shipping instructions.

Please do not send merchandise to our registered business address or another independently located address without confirmation. Doing so may result in delivery or processing difficulties.

If a particular shipping method or order reference is required, we'll explain those requirements in the return instructions.

We will not deliberately use unclear return information or impractical return procedures to prevent customers from submitting reasonable after-sales requests.

09 | RETURN SHIPPING COSTS

Who Pays for Return Shipping?

Shipping responsibility depends on the reason for the return.

Change-of-Mind & Personal Preference Returns

If an item is not defective and you wish to return it because you've changed your mind, ordered the wrong style, no longer need it, or have another personal reason, you are responsible for return shipping costs.

Our customer support team will explain the applicable shipping requirements when providing your return instructions.

Please follow the confirmed return procedure and keep your shipment records.

Merchant Errors, Damaged Items & Confirmed Defects

If your order involves any of the following issues:

• An incorrect item sent by us

• Damage present upon delivery

• Missing products or essential components

• A confirmed manufacturing or functional defect

• A product materially different from its advertised description

We'll review the circumstances and provide an appropriate replacement, refund, reshipment, or other resolution.

For confirmed issues that are our responsibility, we will cover reasonable costs associated with correcting the problem.

If returning the product is necessary, we'll explain the appropriate return shipping arrangements.

All cost responsibilities remain subject to applicable consumer protection laws.

10 | DAMAGED, DEFECTIVE & INCORRECT ITEMS

Let Us Know if Your Order Isn't Right

We're here to help when a product arrives with a problem.

We recommend checking your items, quantities, specifications, and general condition soon after delivery.

Please contact our customer support team if you experience an issue involving the following products.

Heated Hair Styling Tools

Examples include a device that doesn't operate properly, a visibly damaged cord or plug, abnormal overheating, or another potential electrical safety problem.

Hairbrushes & Scalp Massage Tools

Examples include visible breakage, missing essential components, or a structural defect that affects normal use.

Silk Hair & Sleep Accessories

Examples include damage upon arrival, an incorrect size or item, or a material that is materially different from its verified product description.

Depending on the issue, we may request photos, order details, or other reasonable information to help evaluate your claim.

If an electrical product presents a potential safety hazard, please do not reconnect it solely to obtain video evidence.

After reviewing the circumstances, we may offer:

• A replacement matching your original order

• An eligible refund

• Reshipment of missing products or components

• Another reasonable after-sales resolution

For confirmed issues caused by our error or responsibility, we will cover reasonable corrective costs.

11 | REFUND METHOD & PROCESSING TIME

Clear Refund Procedures and Timelines

Approved refunds should follow a reasonable, understandable process.

Refund requests are handled based on the relevant order records and applicable policy.

Refund Processing Timeline

For returns that require the product to be sent back, we will initiate an approved refund within 3–5 business days after the returned item has been received and inspected.

This 3–5 business day period refers to the time taken by Tervond™ to initiate an approved refund. It does not include additional time required by a bank or payment service provider to post the funds to your account.

If we approve a refund without requiring the item to be returned, we'll explain the applicable processing arrangements when approving your request.

Refund Method

Approved refunds are generally issued to the original payment method used for the purchase.

If a refund cannot be returned to the original payment method because of payment provider restrictions or another lawful reason, we'll work with you to determine an appropriate alternative in accordance with applicable law.

When Will the Funds Appear?

After a refund has been initiated, the time required for the funds to appear in your account depends on your bank, card issuer, or payment provider.

The refund initiation date and the date the funds become available in your account may therefore be different.

If your approved refund has not been initiated within the stated processing period, please contact us with your order number so we can investigate.

We do not intentionally delay eligible refunds through unreasonable procedures.

12 | ORDER CANCELLATIONS

Need to Cancel Before Your Order Ships?

Contact us as soon as possible if your plans change.

If you need to cancel an order, change a purchased product, or update relevant order information, please contact our customer support team promptly.

Whether a cancellation or modification can be completed depends on the order's processing status and the applicable cancellation rules.

For orders that have not yet reached a stage where adjustments are no longer possible, we'll review the available options.

If an order has already shipped, direct cancellation may not be available. In that case, the relevant return and refund procedures may apply.

If a paid order is approved for cancellation before shipment, we'll arrange the corresponding refund according to the applicable payment process.

We do not impose excessive cancellation fees that were not clearly disclosed in advance or that are otherwise unreasonable.

Our cancellation rules should be interpreted consistently with our Terms and Conditions, FAQ, and related policies.

13 | REFUND ISSUES & PAYMENT DISPUTES

Help With Unexpected Refund or Payment Problems

We're available to help review payment-related concerns.

Please contact customer support if:

• You've received a refund notification, but the funds haven't appeared in your account.

• The refunded amount differs from the approved amount.

• Your original payment method is no longer active.

• You suspect a duplicate payment.

• Your payment records and order status do not match.

When contacting us, please include your order number, relevant refund notifications, and necessary transaction reference information.

If you need to share a transaction screenshot, please conceal complete card numbers, account balances, and unrelated sensitive details.

We'll review the available order and payment records and explain what we can confirm.

For account authorizations, payment disputes, and posting timelines controlled directly by a bank or payment provider, you may also need to contact the relevant financial institution.

This policy does not restrict your legally available rights to dispute an unauthorized or otherwise eligible payment.

14 | LOST PACKAGES & DELIVERY CONCERNS

When a Package Doesn't Arrive as Expected

Delivery issues deserve a reasonable review.

If your tracking information hasn't updated for an extended period, or your package hasn't arrived within the applicable estimated delivery window, please contact our customer support team.

If tracking shows "Delivered" but you haven't received your package, we recommend first checking your delivery address, front door, mailbox, designated package area, and anyone who may have accepted the delivery on your behalf.

If you're still unable to locate the package, contact us with your order number and tracking information.

We'll review the available carrier records, fulfillment details, and circumstances of the delivery.

For confirmed lost packages, misdeliveries, or other issues for which the merchant is legally responsible, we'll provide an appropriate reshipment, refund, or other resolution according to applicable law and policy.

We do not automatically reject reasonable customer concerns solely because a package has been handed to a carrier or tracking shows it was delivered.

For further information about delivery arrangements and transit estimates, please review our Shipping Policy.

15 | EXCHANGES & REPLACEMENTS

Finding the Right Solution for Your Order

Different situations may call for different solutions.

For eligible product issues, we may offer a replacement, reshipment of missing components, refund, or another reasonable resolution.

If the original product is temporarily out of stock, we'll explain the available options.

We will not substitute a materially different item without your agreement.

If you'd like to exchange a product solely because you prefer another color, size, or style, your request may need to follow the standard return conditions, including the 20-calendar-day return request window.

If we sent an incorrect model, color, or variant, we'll review the circumstances and arrange an appropriate correction, covering reasonable corrective costs for confirmed merchant errors.

Direct exchange availability depends on actual inventory and after-sales procedures.

16 | NON-RETURNABLE ITEMS & EXCEPTIONS

Understanding Standard Return Limitations

Reasonable restrictions should be clear and disclosed in advance.

To the extent permitted by applicable law, standard returns for reasons unrelated to product defects may not be accepted in the following circumstances:

• The request is submitted more than 20 calendar days after delivery.

• The item has been used and shows damage unrelated to a product defect.

• Essential accessories are missing, preventing the product from meeting standard return requirements.

• A used personal care accessory no longer meets applicable hygiene requirements.

• The product has been damaged through misuse, unauthorized modification, or care that does not follow its instructions.

• The item falls within a clearly disclosed and legally permitted category of restricted returns.

If clearance, promotional, or other specially designated products are subject to different non-defective return conditions, those restrictions should be disclosed before purchase.

Important Notice

These standard return restrictions do not mean that all such items are excluded from product quality protections.

If a product has a defect, has been materially misrepresented, or otherwise qualifies for a legal remedy, customers may still seek the appropriate resolution under applicable law.

17 | CONSUMER RIGHTS & FAIR RESOLUTION

Fair Treatment Is Part of Responsible Customer Care

We believe after-sales policies should be transparent and practical.

We review returns and refunds according to order records, product condition, the reason for the request, and applicable legal requirements.

For eligible claims, we aim to provide clear instructions and the necessary information to help customers proceed.

We do not intentionally obstruct reasonable requests through unfair charges, inaccessible return addresses, or unreasonable evidence requirements.

We will not use unfair provisions to transfer all responsibility for merchant errors, confirmed product defects, or legally actionable delivery issues to customers.

The standard return window and other conditions in this policy do not exclude any non-waivable rights customers may have under applicable law, including rights to refunds, replacements, compensation, or other remedies.

18 | POLICY UPDATES & RELATED TERMS

Keeping Our Return Rules Clear and Consistent

Our policies should reflect actual operations and remain understandable.

We may update this Return & Refund Policy to reflect changes in product collections, shipping arrangements, after-sales procedures, or applicable legal requirements.

Updated versions will be published on our website with a revision date where appropriate.

For purchases already made, we will not use later policy changes to unreasonably reduce rights that customers held under the applicable agreement or law at the time of purchase.

This policy should be read together with:

• Terms and Conditions

• Terms of Use

• Shipping Policy

• Payment & Security

• Privacy Policy

• FAQ

Rules concerning return windows, refund methods, shipping responsibilities, and order cancellations should remain consistent across our website.

If policies appear inconsistent, the issue should be resolved according to the terms applicable at the time of purchase, the circumstances of the transaction, and relevant legal requirements.

Ambiguous provisions should not be used to undermine customers' lawful rights.

19 | SUPPORT BEYOND THE PURCHASE

Good Customer Care Doesn't End at Checkout

From trying a new curling tool for the first time to choosing a brush that fits your daily routine or adding soft silk accessories to your nighttime hair care, we want every purchase to be part of a comfortable, informed shopping experience.

When something goes wrong, customers should know where to ask for help, what information to provide, and what to expect from the resolution process.

At 𝙏𝙚𝙧𝙫𝙤𝙣𝙙™, we value transparent product information, responsible communication, and fair, reasonable after-sales support.

Our goal is to help you find hair styling and personal care essentials that suit your needs while providing clear service guidance before and after your purchase.

𝙏𝙚𝙧𝙫𝙤𝙣𝙙™ — Style Your Everyday.