FAQ

How do pre-orders work?

Pre-orders secure a unit from an upcoming production run before general availability. Estimated dispatch windows are shown on the product page and may change as production progresses.

When am I charged for a pre-order?

Pre-orders are charged at the time of purchase unless otherwise stated on the product page.

Can I cancel a pre-order?

Yes. Pre-orders may be cancelled for a full refund at any time before dispatch confirmation. Once an order has been dispatched, it is treated as a standard order and covered by our Refund Policy.

When will my order ship?

Dispatch timing is shown on the product page. For pre-orders, this is an estimate and may change depending on production and testing timelines.

Do you ship internationally?

We ship within the United Kingdom and to selected international destinations. Available shipping options and costs will be shown at checkout where applicable.

Who pays for return shipping?

Customers are responsible for return shipping costs unless the item is faulty or incorrect.

Do you charge a restocking fee?

No. We do not charge a restocking fee. Returned items must be unused and in original condition.

What if my item arrives damaged or faulty?

Please contact us as soon as possible if your item arrives damaged, faulty, or incorrect. We’ll assess the issue and arrange a replacement or refund where appropriate.

Are TEN24 products covered by warranty?

Yes. TEN24 products are covered against manufacturing defects under normal use. Warranty does not cover damage caused by misuse, modification, or incorrect installation.

Where can I find setup guides or documentation?

Product documentation and setup guides will be available in the Downloads section as products are released.

Where are you based?

TEN24 operates from the United Kingdom.

How can I contact you?

For support or general enquiries, please contact us at rc.1024@hotmail.com.
We aim to respond within 1–2 business days.