Refund and Returns Policy

Tilemac Stores Return Policy
Effective Date: 01 January 2024

At Tilemac Stores, We strive to provide our customers with high-quality products and excellent customer service. We understand that there may be situations where you need to return a product, and we want to ensure a smooth and hassle-free return process.

This Return Policy outlines our guidelines for returns.

1. Eligibility for Returns: – Products eligible for return must have been purchased directly from Tilemac Stores/ Shop within the last 30 Days. – The product must be in its original condition, unused, and with all accompanying materials, accessories and with original packaging.

2. Non-Returnable Items: – Certain items are non-returnable, including but not limited to:
– Personalized or customized products. – Digital goods or services.
– Products damaged due to misuse or negligence.

3. Initiating a Return: – To initiate a return, please contact our customer service team at info@tilemacstores.co.ke/ +254796349403 and WhatsApp +254 796349403.
– Provide your order number, the reason for return, and any supporting documentation or images if applicable.

4. Return Authorization: – Once your return request is approved, you will receive a Return Authorization (RA) number and instructions on how to return the product.
– Include the RA number on the return packaging.

5. Shipping the Return: – Customers are responsible for the cost of return shipping, unless the return is due to an error on our part or a defective product.
– We recommend using a trackable shipping service to ensure the safe return of the product.

6. Refund Process: – Refunds will be processed within 30 business days of receiving the returned product.
– Refunds will be issued to the original payment method used for the purchase.

7. Exchanges: – If you wish to exchange a product, please follow the return process and place a new order for the desired item.

8. Customer Support: – Our customer support team is available to assist you with any questions or concerns regarding the return process. Contact us at info@tilemacstores.co.ke/ +254796349403 and WhatsApp +254 796349403.

9. Policy Updates: – Tilemac Stores reserves the right to update or modify this return policy at any time. Please check our website for the latest version.

By purchasing from Tilemac Stores, you agree to abide by the terms and conditions outlined in this Return Policy.

We appreciate your understanding and cooperation.

Thank you for choosing Tilemac Stores!

Tilemac Stores SMK Business Centre Enterprise Road Nairobi info@tilemacstores.co.ke
+254 796349403