Effective Date: February 5, 2025

At Tremor Households, we are committed to ensuring your satisfaction with every purchase. If, for any reason, you are not entirely satisfied with your purchase, we’re here to help.

1. Returns

Eligibility for Returns:

  • Timeframe: You have 3 calendar days from the date you received your item to initiate a return.
  • Condition: To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.
  • Non-Returnable Items: Certain items cannot be returned, including:
    • Perishable goods (e.g., food, flowers)
    • Personal care items (e.g., toiletries, beauty products)
    • Customized or personalized products
    • Gift cards
    • Sale or clearance items

Return Process:

  1. Contact Us: To initiate a return, please contact our customer service team within the 3-day return period via:
    • Phone/WhatsApp: +254729818426 Email: info@tremorhouseholds.co.ke
    Provide your order number, the item(s) you wish to return, and the reason for the return.
  2. Return Authorization: Once your return request is approved, we will provide you with a Return Authorization Number (RAN) and instructions on how to return the item.
  3. Shipping: You will be responsible for the cost of returning the item. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

2. Refunds

Refund Process:

  • Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
  • If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days.

Partial Refunds:

Partial refunds may be granted in the following situations:

  • Items not in their original condition, damaged, or missing parts for reasons not due to our error.
  • Items returned more than 3 days after delivery.

Late or Missing Refunds:

  • If you haven’t received a refund yet, first check your bank account again.
  • Then contact your credit card company; it may take some time before your refund is officially posted.
  • Next, contact your bank. There is often some processing time before a refund is posted.
  • If you’ve done all of this and still have not received your refund, please contact us at:
    • Phone/WhatsApp: +254729818426
    • Email: info@tremorhouseholds.co.ke

3. Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please contact us within 3 days of receiving your item.

4. Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately with details of the product and the defect. We will provide instructions on how to proceed, which may include returning the item for a replacement or refund.

5. Contact Us

If you have any questions about our Return and Refund Policy, please contact us:

  • Phone/WhatsApp: +254729818426
  • Email: info@tremorhouseholds.co.ke

By making a purchase from Tremor Households, you agree to the terms and conditions outlined in this Return and Refund Policy.