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Returns, Exchanges & Refunds
If for any reason you are not satisfied with your purchase you have 14 days to cancel and a further 14 days to return the goods to receive a replacement or a refund*(see exemptions below).
All returns should be authorised by Tree of in writing/email prior to returning the item(s) for a refund or exchange.
To return an item, complete the form on the Product returns page to get an RMA (Return Merchant Authorisation) number, you must not return items without this number because we might not be able to trace the return back to you.
Phone: +44 (0) 1782 567126
* Exemptions - The following goods and services cannot be returned:
~ Bespoke and customised goods
~ Goods which will deteriorate or expire rapidly
~ Goods received sealed for health protection or hygiene reasons once unsealed
~ Goods once they have been inseparably mixed after delivery
Packages that are returned without previous communication, and without an RMA number will be refused upon returning to the Warehouse.
Once we receive your return, we will gladly exchange your item(s) or return your money.
Refunds may be settled using the same payment method used to pay for the original purchase, provided the account details on the paypal account, or the debit or credit card match the name of the customer.
We will refuse to refund any payment that does not meet the criteria and reserve the right to report any possible fraudulent or false activity to the relevant credit or debit card company.
Damaged, Defective, or Undelivered Product:
If a product is damaged or defective, please contact us as soon as possible, or in any case within 14 days from the delivery date. We will advise accordingly. Please do not discard any product and/or packaging from the shipment until instructed by customer service in writing.
We will inspect the undesirable product upon receipt.
In the event that your order does not arrive at the address specified for the order or your order is incomplete you must report to Customer Service that the product was not received.
We ask that these reports are made as soon as possible, or in any case within 14 days from the delivery date.
Retail Customer Rights:
If for any reason you wish to return goods, other than perishable items like foodstuffs, some makeup products (lipsticks etc. for hygiene reasons,) you as a retail customer have a statutory right under the Consumer Contracts Regulations to return the goods within a further 14 days.
If the goods are faulty or damaged, Tree of Life will also pay the cost of normal and reasonable return postage.
We are bound by, and abide by the Consumer Contracts Regulations which replaced the Distance Selling Regulations on 13th June 2014.
These regulations are comprehensive, and your rights can be found by copying and pasting the following link: http://bit.ly/1oT0rc0