Refund policy

Return & Refund Policy

 

We want you to be completely satisfied with your purchase from tremez.com. This policy outlines the conditions under which we accept returns and issue refunds, ensuring a fair and transparent process for all our customers.

By making a purchase on our site, you agree to this policy.

 

1. General Return Guidelines

 

  • Return Window: You have up to 14 days from the delivery date to initiate a return for damaged, defective, or incorrect items.

  • Eligibility: To be eligible for a refund, your item must be in the same condition that you received it: unused, with all original tags attached, and in its original packaging.

  • Proof of Purchase: A valid order number or receipt is required to process all returns.

  • Start a Return: To begin the return process, please contact us at support@tremez.com. Returns sent back to us without prior authorization cannot be accepted.

 

2. Damaged, Defective, or Incorrect Items

 

If your order arrives damaged, defective, or if you received the wrong item, please contact us immediately.

  • Return Cost: We will cover all return shipping costs. A free return shipping label will be provided to you.

  • How to Proceed:

    1. Contact Us: Email us at support@tremez.com within 14 days of delivery.

    2. Provide Information: Include your order number and clear photos or a short video of the damage, defect, or the incorrect item you received.

    3. Await Instructions: Our support team will review your request and provide detailed instructions on how to return the item.

  • Resolution: Upon receipt and inspection of the returned item, we will process your full refund to the original payment method.

 

3. Change of Mind Returns (Customer-Initiated)

 

Our policy for "change of mind" returns differs slightly based on your location to comply with legal requirements and provide the best service.

 

A. For Customers in the European Union (EU)

 

You have the legal right to return your order for any reason within 14 days of delivery.

  • Return Cost: We will provide a free return shipping label for returns initiated within this 14-day window, provided the goods are in undamaged, original condition.

  • Condition: The item must be unused, in its original condition, with all tags attached, and in the original packaging.

 

B. For Customers in All Other Countries

 

We accept "change of mind" returns within 14 days of delivery.

  • Return Cost: The customer is responsible for all return shipping costs. We recommend using a trackable shipping service.

  • Condition: The item must be unused, in its original condition, with all tags attached, and in the original packaging.

 

4. The Refund Process

 

Once we receive your returned item, we will notify you via email and conduct an inspection. If the return is approved, your refund will be processed as follows:

  • Refund Method: The refund will be applied to your original method of payment.

  • Processing Time: Please allow up to 10 business days for the refund to be processed by our system.

  • Bank Processing: Note that it may take an additional few business days for your bank or credit card company to post the refund to your account.

 

5. Important Notes

 

  • Non-Returnable Items: Certain items may be non-returnable, such as gift cards or items marked as "Final Sale." Please check the product description or contact us if you are unsure.

  • Packaging: Please ensure all returned items are securely packaged to prevent damage during transit. We cannot be held responsible for items that are lost or damaged during the return shipment.

If you have any questions about this policy, please do not hesitate to contact us at support@tremez.com