Policies

Returns and replacements.

Your board, your data, our problem when something we shipped doesn’t work. Below is exactly how we handle the cases — written so you can skim, not so we can hide behind it.

Something arrived broken — or stops working in 12 months.

Email returns@tensr.cc with a 30-second video showing the failure. We’ll ship a replacement from US warranty stock, usually within 24 hours. You don’t need to send the broken one back — it doesn’t help us, and the return shipping would cost more than the unit.

The video is just so we can see the failure mode and tighten the next production run. Phone in one hand, sensor in the other, talk us through what’s happening. That’s it.

Damaged in shipping.

Photos within 7 days of delivery → free replacement. We file the USPS insurance claim ourselves. You don’t need to chase the carrier; that’s our job.

We shipped the wrong thing.

Our mistake, our nickel. Email returns@tensr.cc — we’ll send the correct product right away and a paid USPS return label for the wrong one. (If return shipping would cost more than the item we mis-sent, we’ll just ask you to keep it.)

Changed your mind.

30 days from delivery. You cover return shipping; we’ll send a pay-on-use QR label so you can drop the package at any USPS counter. Once it arrives back in deliverable condition, we refund the purchase price (less original outbound shipping) within 5 business days.

If you got it home and decided you wanted a different SKU instead — say, the bare PCB instead of the full kit — email us before sending anything back. We’d rather swap than refund-and-resell.

Bricked your bare PCB during install.

It happens. Soldering two pads is harder than it looks, and a bricked ESP32-C3 is sometimes recoverable, sometimes not. We’ll sell you a replacement at our cost — $25 instead of the $59 retail — once per customer. Email returns@tensr.cc with a photo of the install attempt. We won’t lecture; we’ve all been there.

What’s not covered.

• Damage from misuse. The harness is rated for direct band/cable load up to 250 kg. Past that, you’re past the spec. Same goes for using the bare PCB with a homemade anchor that fails — that’s a build issue, not a hardware defect.
• Cosmetic wear. Carabiner scuffs, webbing fraying from heavy gym use, fingerprints on the PCB. If it still works, it’s working.
• The Weiheng scale itself on retrofit-kit purchases. We didn’t make it; we just modded the BLE board. If the mechanical guts of the WH fail, that’s a Weiheng warranty conversation.
• Items past 12 months from delivery. If something fails in year 2, email us anyway — we’ll usually offer a replacement at cost, but it’s outside the warranty.

How to start a return or replacement.

Email returns@tensr.cc with:

1. Your order number (from the Stripe receipt — starts with cs_).
2. Which case applies (defective, damaged, wrong item, mind change, mis-solder).
3. The video or photos, if the case calls for them.

We reply within one business day, usually faster. There’s no form to fill out, no portal to log into, no chatbot. Just an email back from a human.

Honest fine print

• tensr.fitness is a small operation. The "us" in this policy is mostly Eric. If a reply takes 24 hours instead of 4, that’s why — not because we’re ignoring you.
• We don’t resell returned units as new. If we ever offer a refurbished tier, it’ll be labelled refurbished.
• Policy revised 2026-05-04. We’ll date and sign any future revisions; existing orders are governed by the policy in effect at the time of purchase.