Return & Refund Policy
Our Simple & Transparent Return Policy:
Thank you for shopping at TreeAndShadow.Com
We have made our return policy super easy for your additional peace of mind.
At an unfortunate event, if there’s any issue with your order, please Ensure to take a clear pictures & video (before & after opening the courier package, and the product condition itself) and email us FIRST at [email protected] to start your return online.
Our policy lasts 10 days. If 10 days have gone by after delivery, unfortunately, we can’t offer you a refund or exchange.
Items that can be returned/refund or exchanged within 10 days of receiving must not fall in “INELIGIBLE RETURNS” list (refer to 7.1 below), and must follow the criteria as below:
– Faulty, items damaged/broken, or soiled upon arrival.
– Items received in the incorrect style/color.
– The item is intact in its original packaging.
– Items are brand new and not used.
– Please be advised that the Item/s may or may not come in original box, or the box may not be in perfect condition due to overseas shipment. However, the item/s are Brand New and in perfect condition. Please don’t buy if you aren’t comfortable with this. We are unable to provide any refund for such type Damaged box or missing original box.
Items must be sent back within 14 days of receipt in new condition. Items cannot be worn or tried on, must be in the original packaging with all tags attached and be odor-free, repackaged in the same manner as received. We do not provide return labels for returning items. Customer pays for tracked return shipment/s to avoid all conflicting scenarios.
If you are not sure if you are eligible for a return or exchange, please contact us at [email protected]
Please return the product and related accessories back to the original packaging and related gifts also need to be returned together, thank you!
1.1 RETURN SOLUTION
1.1.a Tree And Shadows’ Responsibility:
If “Tree And Shadow” is responsible for shipping the wrong/damages/missing item or size or service, we will allow a full refund as part of our “Money Back Guarantee” promise according to our return policy. Once we receive the item, we will Refund in Full the original product price and its shipping (if paid), or Resend for Free a replacement.
Please contact us and include the following information:
– Your order number. You’ll find it in your order confirmation email.
– Video/s and Picture/s of the wrong/damages/missing product. Important: Please ensure that you also take video before opening the courier package and clearly displaying the tracking number and/or your delivery infos. This’ll help us improve, avoid, and ensure others don’t face the similar problem in future.
NOTE: Products returned due to discrepancies in description will not carry any fees to consumers. All such costs (including return freight) are borne by us.
1.1.b Customer’s responsibility:
Please note customers are fully responsible for choosing the right product & quantity during the checkout.
If the customer chooses the wrong item or the wrong size or or wrong quantity or wrong service, or if customer is not satisfied with our products, or if customer simply changes their mind, customer can return the item to us to get the refund [excluding Shipping cost & Handling fees (where applicable) + a fixed fee of $9.99 or 25% Processing & Restocking fee (whichever is highest) ] within 10 business days of receiving the product. Return shipping costs are the responsibility of the customer.
Please note, to be accepted for this kind of return, the item must be undamaged, unused, in brand new condition, and in it’s original packaging. If otherwise, we reserve the right to refuse any refund.
2.1 REFUNDS
Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.
Promotional free items of the product being returned must also be sent back; otherwise, retail value will be charged.
Discounts from promotions and carrier’s shipping cost will be deducted from the returned item(s). If you return any items from an order that received FREE SHIPPING, FLAT RATE SHIPPING the carrier cost that TreeAndShadow.Com covered will be reversed and deducted from your return.
3.1 UNDELIVERABLE & REFUSED PACKAGES
Refused or undeliverable packages are subject to return shipping costs that may vary by shipping method used in the original order. If you decide not to have your order re-delivered back to you, you will receive a refund. The original shipping cost and the undeliverable charge from the courier will be deducted from the refund.
4.1 RETURN PROCESSING TIME
– Returns typically take 2-3 weeks to receive and process form the time of receiving the return at our end, please be patient.
– Once we receive your return, we will process the refund, or replacement, or issue a gift certificate, depending on your desired refund method, or as per our return/refund/exchange policy,
If you haven’t received a refund yet, first check your relevant payment account/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 reflected on your bank account. If you’ve done all of this and you still have not received your refund, please contact us at [email protected]
Please note: Returns that we don’t receive after 15 days of creating the return label are automatically closed in our system. Please contact us at [email protected] if your return has not been shipped or processed by us ( TreeAndShadow.com ) after 15 days of creating your return label.
5.1 RETURN ADDRESS
Please Note: Our return address may not be the same address as you received the item from. You MUST contact our customer service FIRST at [email protected] to get the return address (which may either be a local or international address).
6.1 REFUNDS
– Refunds can only be issued to the purchaser’s original payment method or as a gift certificate.
– Issued refunds may take 3-5 business days to post to your payment account.
– Issued email gift certificates may take 48 hours to arrive in your inbox and post mail gift certificates (if applicable) usually deliver within 2-6 business days.
– Refunds are issued only for returned items and do not include the cost of shipping where applicable.
7.1 INELIGIBLE RETURNS
– We regret that: All Custom-Made / Personalised / Handmade / Dropship orders / Heavily Discounted due to minor faults are final once submitted with no exceptions.
– Only regular-priced items may be refunded. Unfortunately, sale items cannot be refunded.
– Gift cards.
– Downloadable software products.
– Some health and personal care items.
– Affiliated link/s (or any other redirected link/s), Deal or Discount or Promotional code/s etc clicked/used from TreeAndShadow.com to purchase a product from external company and paid directly to them.
– Completed and/or In-progress Service/s.
Please note that we do not offer any refunds for our services. By using any of our services, you acknowledge and agree that all sales are final and non-refundable.
However, we strive to provide exceptional customer service and will work with you to address any concerns or issues you may have to ensure your satisfaction with our services.
– Return refunds can be issued back to the original PayPal transaction within 30 days of the purchase. If the PayPal transaction has exceeded 12 months, a check will be issued to the purchaser.
– If the original payment card has been canceled, expired, or was closed, a check or gift car will be issued to the purchaser as per our ( TreeAndShadow.com ) discretion.
– If we suspect a return to be fraudulent, abusive, or unduly repetitive, we reserve the right to refuse it and no returns will be granted.
If you need any assistance, we are here to help! 🙂