At TreeHutSheaUSShop, we want you to be completely satisfied with your purchase. If you are not happy with your order for any reason, we are here to help. Please read our Refund Policy carefully to understand your options.
1. Overview
This Refund Policy applies to all purchases made through our website. By placing an order with TreeHutSheaUSShop, you agree to the terms outlined in this policy.
If you have any questions, please contact us at:
Email: [email protected]
2. Eligibility for Refunds
To be eligible for a refund, the following conditions must be met:
- Time Frame: Items must be returned within 30 days of the delivery date.
- Condition: Products must be unused, unopened, and in their original packaging with all seals and labels intact.
- Proof of Purchase: A valid order number or receipt is required for all returns.
Non-Refundable Items:
- Used or Opened Products: For hygiene and safety reasons, we cannot accept returns on products that have been opened or used, unless they arrived damaged or defective.
- Final Sale Items: Any items marked as “Final Sale” or “Clearance” are not eligible for refund or exchange.
- Gift Cards: Gift cards are non-refundable.
- Free Samples: Free promotional samples are not eligible for return or refund.
3. Damaged, Defective, or Incorrect Items
We take great care in packaging and inspecting all orders before they leave our facility. However, if you receive an item that is:
- Damaged during transit
- Defective (e.g., quality issue, contamination)
- Incorrect (you received the wrong product)
Please contact us immediately. You are eligible for a full refund or replacement, including original shipping costs.
To Report an Issue:
- Contact us within 48 hours of delivery.
- Provide your order number, a clear description of the issue, and photos of the damaged/defective product and packaging.
- Email us at: [email protected]
Once we verify the issue, we will arrange for a replacement or refund promptly.
4. How to Initiate a Return
If your item meets the eligibility criteria above and you wish to return it, please follow these steps:
Step 1: Contact our customer support team at [email protected] with your order number and reason for return.
Step 2: Our team will provide you with a Return Authorization (RA) number and instructions on where to send the package.
Step 3: Securely pack the item(s) in their original packaging, including all accessories and documentation. Write your RA number clearly on the outside of the package.
Step 4: Ship the package to the return address provided by our team. We recommend using a trackable shipping service, as we are not responsible for items lost in transit during return.
Please note: Return shipping costs are the responsibility of the customer unless the return is due to our error (damaged, defective, or incorrect item).
5. Refund Processing
Once we receive your returned item, our team will inspect it to ensure it meets the conditions outlined in this policy.
- Inspection Time: Please allow 3–5 business days for inspection.
- Approval: If your return is approved, we will process your refund.
- Refund Method: Refunds will be issued to the original payment method used at checkout (credit card, PayPal, etc.).
- Processing Time: After approval, it may take 5–10 business days for the refund to appear in your account, depending on your bank or payment provider.
Partial Refunds:
In some cases, only partial refunds may be granted (if applicable), such as:
- Items with obvious signs of use
- Items not returned in their original condition
- Items returned without original packaging or missing parts
6. Exchanges
If you would like to exchange an item for a different product, size, or scent, please follow the return process above and place a new order for the desired item. This ensures the fastest processing time.
For defective or damaged items, we will happily provide a replacement at no additional cost to you.
7. Late or Missing Refunds
If you haven’t received a refund after the processing time has passed, please check your bank account or credit card statement again. Then, contact your credit card company or bank—it may take some time before your refund is officially posted.
If you’ve done all of this and still have not received your refund, please contact us at [email protected], and we will investigate further.
8. Shipping Costs
- Original Shipping Fees: Original shipping costs are non-refundable unless the return is due to our error (damaged, defective, or incorrect item).
- Return Shipping: Customers are responsible for return shipping costs unless the return is due to our error.
- Free Shipping Promotions: If you received free shipping on your order and then return items, the actual shipping cost we incurred may be deducted from your refund.
9. Cancellations
We process orders quickly to ensure fast delivery. If you need to cancel or modify your order, please contact us immediately at [email protected].
- Before Shipping: If your order has not yet been processed or shipped, we can cancel it and issue a full refund.
- After Shipping: Once an order has been shipped, it cannot be cancelled. Please follow our return process above.
10. Contact Us
If you have any questions about our Refund Policy or need assistance with a return, please don’t hesitate to reach out. We are here to help!
Email: [email protected]
Business Hours: Monday – Friday, 9:00 AM – 6:00 PM (EST)