Return Policy
Last Updated: January 11, 2026
At KENTEN Structures, we are committed to providing our customers with high-quality custom aluminum structure tents and temporary building solutions. Because most of our products are manufactured according to customer-specific requirements, please review the following return policy carefully before placing an order.
Return Request Timeframe
Customers must submit any return, damage, or defect claims within 7 calendar days from the date of delivery.
Requests submitted after 7 days may not be eligible for return, replacement, or refund consideration.
Custom Products
Most KENTEN products are customized based on customer requirements, including but not limited to:
-
Tent size and layout
-
Structural configuration
-
Roof and wall materials
-
Doors, windows, and accessories
-
Branding and project-specific customization
Due to the personalized and made-to-order nature of these products:
-
Returns or exchanges are generally not accepted for non-defective custom products
-
Orders cannot be canceled once production has started unless otherwise agreed in writing
Defective or Damaged Products
If you receive a product that is defective, damaged during shipping, or incorrectly supplied, please contact our customer service team within the required timeframe.
To process your claim, we may require:
-
Order number
-
Photos or videos showing the issue
-
Detailed description of the defect or damage
After verification, KENTEN Structures may provide an appropriate resolution, including:
-
Replacement parts
-
Product repair
-
Partial refund
-
Product replacement
-
Other reasonable solutions depending on the situation
Non-Defective Items
Because our products are custom manufactured, we do not accept returns or exchanges for non-defective items, including:
-
Buyer’s remorse
-
Incorrect purchasing decisions
-
Changes in project requirements
-
Delays caused by local permits or site conditions
-
Installation issues not caused by manufacturing defects
Shipping Damage Claims
Customers should inspect all products immediately upon delivery.
Any visible shipping damage or missing items must be reported within 7 calendar days after delivery.
Failure to report shipping damage within this period may affect eligibility for claims or compensation.
Return Shipping Responsibility
Unless the issue is caused by a confirmed manufacturing defect or shipping error by KENTEN Structures:
-
Customers are responsible for return shipping costs
-
Customers are responsible for customs duties, taxes, and related logistics fees
Unauthorized returns may not be accepted.
Contact Us
If you have concerns regarding the quality of your custom product, please contact us directly. Our customer support team is committed to assisting customers and finding practical solutions whenever possible.
KENTEN Structures
Email: kenten@kentenstructures.com or sale@kenten-tent.com
Thank you for understanding our custom product return policy. If you have any questions regarding your order, shipping, or product quality, please feel free to contact our team.