Return and refund policy
Returns and Customer Service
As soon as you send us an email regarding your return, our customer service will process it. Due to high volume, it may take some time before you receive a reply, but sending multiple messages is unnecessary. We aim to respond within one business day and are happy to assist you.
If for any reason you are not satisfied with your order, please feel free to contact us. At Tremero, we do everything we can to ensure our customers are 100% satisfied with their purchase. If there is an issue with the product or delivery, please contact us immediately — our team is ready to help you quickly.
Right of Return
You have the right to return your order within 14 days of receipt without giving any reason.
When will I receive my refund?
Once we have received and inspected your return for its condition and packaging, we will refund the full purchase amount using the same payment method you used at checkout. Please note that your bank or payment provider usually requires 3 to 5 business days to process the refund.
What is a return receipt?
A return receipt (also called a return slip) is provided by the post office or courier service when you send your return package. Keep this receipt safe — it is your proof that you have returned the package.
Cancelling your order
If you want to cancel your order, please contact our customer service as soon as possible. We are happy to assist you.
Received damaged or defective product?
If your item arrived damaged or defective, please send us clear photos of the damaged part. Ideally, these should be taken on a flat surface with good lighting, so that both the defect and product label are clearly visible. This information helps us resolve your order quickly and prevent future errors.
Received the wrong item?
Although we work carefully, sometimes you may receive the wrong product. We will resolve this free of charge and send the correct item. Please contact our customer service for further instructions. Also, consult our shipping policy for additional information.
Returning in 3 simple steps
Step 1: Request a return form
Send an email to contact@tremero.com with your order number, the email address used for the order, and the reason for the return. We will respond as soon as possible with instructions and the return form.
Step 2: Send your return shipment
Send the items together with the completed return form to the return address stated on the form. Always use a Track & Trace code. As the sender, you are responsible for the package.
Step 3: Receive your refund
After receiving and inspecting the returned products, if everything is in order, we will refund the purchase amount within 5 business days.
Return Conditions
-
Products must be unused, undamaged, and returned in their original packaging.
-
Hygiene products cannot be returned (see below).
-
Returns are only accepted with proof of purchase or invoice.
-
The return address is determined by the supplier — always contact us first.
Why can some products not be returned?
Products such as underwear, face masks, hygiene, and beauty items cannot be returned for hygiene reasons. This is to ensure the safety and health of all our customers. This policy is standard practice among providers of such products.
Contact Information
For questions regarding these service terms, please contact us at:
support@tremero.com
Customer service hours:
Monday to Friday: 9:00 AM – 6:00 PM
Saturday: 10:00 AM – 5:00 PM
We strive to respond within 1 business day.