treehousetrading.co.uk complies with all UK laws including the distance selling law. All parcels shipped by treehousetrading.co.uk are quality checked prior to packing for any damages or defects. Every item is shipped in packaging that provides sufficient protection to ensure full protection during transit.
If you have received a damaged, defective or incorrect parcel follow the procedures below.
Damaged & Defective Goods
In the event of receiving a damaged product, you can refuse signing for it. Subsequently if you open the parcel and find that the product is damaged then you will need to provide evidence in the form of photographs. Customers must provide evidence within 14 days from dispatch of your goods. After which period the product will become ineligible for a refund. Customers will need to contact and send evidence to our customer services team who will assist in either issuing a full refund or send out a replacement product. You will be advised by our customer services team to dispose the products safely.
Incorrect, Unwanted Goods or Non-Collected Goods
You have up to 30 days from dispatch of your goods to return an unwanted product back to treehousetrading.co.uk. Even if the product you ordered is part of a multiple item order. You will need to send it back to treehousetrading.co.uk along with the goods to return. You will be responsible for:
- Not opening the sealed packaging or removing any seals
- Keep intact any accessory or details associated to the packaging
- Completing the returns form
- Re-pack all containers as they were received.
- All postage / shipping costs
If the unwanted or incorrect product received by treehousetrading.co.uk is not of a satisfactory condition or the product you received is incorrect then treehousetrading.co.uk will, by your request:
- Issue a full refund excluding all original delivery charges paid, unless you received an incorrect item
- Issue a credit-memo (there is no validity period)
- Send out the correct or a replacement product with the same delivery terms as the original order.
Please note that if goods are returned back to our depot due to non-collection from the Post Office or if a delivery attempt had been made then we will not be able to refund the cost of shipping or any returns cost that are incurred by ourselves from our couriers. You have the right to make a claim with the courier or the delivery company. For health and safety purposes we are unable to accept returns of used products and cannot offer a returns policy unless it is part of the recycling programme.
Theses terms do not affect your statutory rights.