Refund Policy

At Tienda, we strive to provide you with the best possible experience when using our on-demand delivery platform. We understand that there may be instances where you may want to request a refund for a purchase made on our platform. Therefore, we offer a refund policy to ensure that you can receive a refund for any eligible purchase.

1. Eligibility for Refunds To be eligible for a refund, you must meet the following criteria:
   1. Product Condition

The product must be in its original packaging and in the same condition as when you received it.

1. 1. Return Window

You must initiate the refund request immediately, for consumables and within 1 day for non-consumables of receiving the product.

1. 1. Proof of Purchase

You must provide proof of purchase, such as a receipt or order confirmation.

1. Process for Refunds To initiate a refund, please follow these steps:
   1. Contact Customer Support

Contact our customer support team via email, phone, or chat to request a refund.

1. 1. Provide Information

Provide the following information to our customer support team:

• • • • Order number
      • Reason for refund
      • Condition of the product
  • Refund Approval

Once we receive your refund request, we will review it and approve or deny the refund.

1. 1. Shipping the Product

If your refund is approved, we will provide you with instructions for shipping the product back to us. You are responsible for the cost of shipping the product back to us.

1. 1. Refund Processing

Once we receive the product and verify that it meets our eligibility criteria, we will process the refund. Refunds may take up to 10 business days to process.

1. Exclusions from Refunds

The following products are not eligible for refunds:

• Perishable goods, such as food and flowers
• Personal care products, such as cosmetics and hygiene products
• Customized or personalized products

1. Contact Us

If you have any questions or concerns about our refund policy, please contact our customer support team at support@tienda.co.ke. We are happy to assist you in any way we can.