TEN03 POLICIES & INFO
General Legal
When you place an order, we will require your name, email address, credit/debit card, phone and address details. This information is required in order to process your request or inform you of acceptance of our order. After placing an order online, we will provide you with confirmation that your order has been received but this is not confirmation that your offer to buy the items has been accepted. Our contract for the sale of our products will only exist once an order has been accepted processes and despatched to you. Orders can be cancelled due to unauthorised payment and suspicion of fraudulent intent. If a cancelled purchase has already been charged to the customers’ credit card, TEN03 will issue a credit to the account of the same amount within 7 business days.
TEN03 does not guarantee the price of any item listed on the website until your order has been processed. Whilst TEN03 takes steps to ensure the price and details of products listed are correct, if they are incorrect, TEN03 reserves the right to cancel the order and refund.
Should there be an issue with your order, one of our Customer Services tea will contact you via email.
All prices are shown and charged in New Zealand Dollars (NZD).
Payment Options
We accept payment via Visa, Mastercard, Debit Cards and online bank transfers.
Custom Order Shipping
Due to busy season, we are unable to guarantee delivery dates for custom ordered items. Custom orders are based on an estimated time of arrival – these arrival dates can change due to many unforeseen circumstances which are out of our control. They may arrive earlier than expected or be delayed.
TEN03 is not liable for any delays on custom orders.
Once custom orders arrive, we ship within 24-48 working hours.
Product Photography
Due to photographic and screen limitations associated with the representation of products, some actual clothing my differ to a small extent in visual appearance (for example in colour) from the way they appear on the Site. Photos on the website are shot by TEN03.
Privacy Policy
TENO3 values our customers and respects your privacy. We collect information about you through our website in an effort to improve your shopping experience, as well as communicate with you about our products, services and promotions. We do not sell or rent your personal information to third parties as described in the policy, we may under certain circumstances share your information among third parties that provide services on our behalf or with whom we have partnered to offer a particular product or service.
This privacy policy applies only to information collected online at TEN03.nz and describes the personal information we collect about you, how we use it and when we share it with third parties. If our information practices chance, we will post an updated policy here on our website.
If you have any questions about our privacy policies please contact us via the contact information below. By using our website and/or providing information to us, you consent to this policy.
Personal information we may collect
We generally collect your personal information directly from you. For example, when you subscribe to the mailing list, enter details to complete your online transaction, complete surveys, enter promotions etc…. generally, the type of information we collet about you includes your name, e-mail address, and phone numbers, age, gender etc… if you do not give this information, we may not be able to provide goods or services to you.
Further when you visit our website, we may collect more information about your visits, website activity and record the following information for statistical purposes:
- Your ISP server address
- Your top-level domain name (for example.com, .gov, .au, .uk etc)
- The pages you accessed and documents downloaded
- The name of the web page directing you
- The type of browser you are using
- Your clicks and activity on our site
How we may use your personal information
TENO3 collects personal information for the following purposes:
- To process and fulfil your order, including to send you emails to confirm your order status and shipment
- To communicate with you and to send you information by text, email, postal mail or other means about our products and promotions or the products and services of others, unless you have directed us not to contact you with promotional communications.
- To administer and fulfil our promotions
- To help us address problems with and improve our site design, products and services
- To enhance your shopping experience
- To analyse trends and statistics
- To protect the security or integrity of our website and our business
- To contact you if necessary
However, these emails and texts will always include an ‘unsubscribe’ facility.
How we may disclose your personal information.
We may share your personal information in the following ways:
- In the unlikely event of an investigation, a law enforcement agency or other government agency may exercise its legal authority to inspect our logs and records.
- With our service providers who manage our customer information and perform services on our behalf, such as fulfilling promotions, sending communications to our customers etc. we don not authorise these service providers to make any other use or disclosure of your information.
- When we team up with another company to offer or provide products, services or promotions to our customers
- To conform to legal requirements (including, but not limited to, requirements in accordance with any applicable law, regulation or government request) or comply with legal process, or to help maintain the law
- To protect our rights or property or those of our related companies
- To enforce our terms and conditions
- To act in the interest of our, or our related companies, customers or others.
Can I make choices about receiving promotional communications?
TEN03 wants to communicate with you only if you want to hear from us. If you prefer not to receive promotional information, such as information about special offers and sales events, you can let us know by contacting our web administration as described in the contact information below.
You can choose to opt out of email promotional communications by clicking ‘manage your subscription’ link in the body of the email.
However please be aware that you may lose any benefits associated with being subscribed to our communication systems if you opt out, without warning.
If contacting our web administration please be sure to include your full name and the email address you used when you registered with or made a purchase from TEN03. If you ask us to remove your name and address from promotional lists, we well maintain your name in a “don not contact” file to ensure that we can honour your request. It may take up to 10 working days to process your email request, during which period you may continue to receive communications from TEN03.
If you change your mind you can start receiving promotional communications from us again by logging into your online account and changing your preferences, by signing up when you visit our website.
Please note that if you make an online purchase from us, we will continue to confirm your order status and shipment by email. We may also need to contact you via telephone, email or postal mail with questions or information regarding your order.
Gaining access to information we hold about you
You can review and change certain personal information related to your use of our online website (such as your name and contact information). To access your information on the TEN03 website, simply sign in to your account using your email address and password, and you will be able to edit your person information in your account profile.
We will, on request, update the personal information we hold about you unless there is an exception, which applies under the privacy act. Your request to obtain access will be dealt with in a reasonable time. TEN03 may recover from you its reasonable cost of providing you with access. If we refuse to provide you with access to the information, we will provide you with reasons for the refusal and inform you of any exceptions relied upon under the privacy act. Please contact us admin@ten03.nz.
Return & Credit Policy
TEN03 does not offer refunds for change of mind or incorrect sizing. However, all full priced purchases can be returned for a store credit or exchange.
In order to make a return, please contact us on admin@ten03.nz with your order number and reason for return. We will then send you return instructions.
You are entitled to a replacement, if you have received a faulty garment. If a replacement is not available, you are entitled to a full refund.
In order to return a garment – the items must:
- Be received in original condition – unworn and unwashed.
- No smell of ladies’ perfume/deodorant so please take due care when trying on your order.
- Returned items not received in their original state will be automatically returned to the customer. TEN03 reserve the right to reject a return if we conclude it is not in a new condition.
We strive to get all orders packed and sent out ASAP and within the correct time frame, however we cannot take responsibility for factors beyond our control e.g. postal or courier services not running to schedule.
All orders are shipped via overnight courier within NZ, however, if your order does not arrive overnight due to a courier delay, this does not entitle you to a refund.
Please note that the goods are responsibility until they are returned to TEN03, although not required it is suggested you send via tracked parcels, as we are not responsible for items lost in transit.
Please allow up to 7 WORKING DAYS for your return to be processed. Please DO NOT email us regarding your return unless it has been longer than 10 working days since you posted your return.
Sale items
Sale items are final sales and cannot be returned. Items using a promo code of 25% or greater are unable to be returned or exchanged.
Faulty items
All items are thoroughly inspected before being sent out to customers to ensure a high level of quality in the garments you purchase from us.
We are happy to replace a faulty garment, if a replacement is not available, we issue a full refund.
Please keep in mind, that loose threads are not considered as a fault. Minor faults, such as zips not working – are easily fixable and will be fixed /replacement.
Please not that all faulty garments will be assessed accordingly and will not be accepted if the garment has been noticeably worn or soiled.
We do advice that any faulty garments that wish to be returned after 7 days (NZ Customers) and 2 weeks (International Customers) from the purchase date, will be denied acceptance.
Exchanges
All exchanges (NZ ORDERS) can be returned within 7 days of purchase for a Store Credit. We offer 14 days on all international orders.
Returns need to be sent back to TEN03 within the above time frame or they will be denied acceptance.
Due to the popularity of our range we cannot guarantee that we will have a different size in stock to exchange by the time we receive your return. Therefore, if you require a replacement size, you are required to place a new order.
Returns are processed with 7 days of receiving your item(s). once we receive your return, you will then be emailed with your Store Credit.
Store Credit
Credit notes will stay valid for 6 months. The full credit must be used at one time. Credit will be issued via email – POSTAGE IS NOT REFUNDED/ADDED TO YOUR CREDIT.
*AUS CUSTOMER* - The store credit offered to you is minus the actual shipping costs incurred by TEN03 which is $19 not the subsidised $15 cost we offer our customers on purchasing.
*NZ CUSTOMERS* - Return shipping for exchanges back and forth is at the buyer’s expense. TEN03 does not offer free shipping on returns. The store credit issued will be minus $5 shipping unless you have provided a return bag with your return for TEN03 to send out an exchange.
Returns can be sent to the address below and you must include the order number
TENO3
126 SELMES RD
RD3
BLENHEIM 7273
NEW ZEALAND
Policy Changes
We may review this policy from time to time and will notify you of any changes by posting an updated version on this page.
Garment Care
Our garments are made to work hard in your workouts, but be simple to care for too. Check out the individual care label for the details, as they do vary between styles.
Here are the basic instructions:
- Cold wash with same colours
- Air or line dry straight away in the shade
- Definitely DO NOT tumble dry
- Wash bags are recommended to prolong the life of your Activewear and keep them in the best shape possible.