All products listed on our website are covered by our Returns and Refunds Policy, so you may enter transactions with confidence.
If you are unhappy with your purchase for any reason you should contact The Elephant Tree to raise your concerns and we will do our best to remedy the situation to your satisfaction.
We established this Returns and Refunds Policy to ensure things run smoothly and consistently. When you make a claim, we ensure you are treated fairly, replied to promptly and once your claim is validated we will refund your payment within 14 days.
Whilst the Consumer Guarantees Act provides the basis for our returns policy, we go further than this statutory law by also offering you a 30-day no-fault return.
This Policy affects you differently for the two types of return – faulty, damaged or incorrect goods returns which are covered by the Consumer Guarantees Act and our no-fault return which is in addition to your rights under the Consumer Guarantees Act.
PAYMENTS IN ERROR
The Elephant Tree will fully refund any payments made through this website in error.
FAULTY, DAMAGED OR INCORRECT GOODS RETURNS
We endeavour to ensure that all products meet the highest quality standards but there is always the possibility that a product is delivered with a fault or develops a fault later on.
Under the Consumer Guarantees Act if the goods sold are deficient or are faulty, the seller has the right to repair, replace or refund the product. Follow the procedure below to return the product for inspection.
You are entitled to expect your order to arrive in perfect condition and we expect the same. Very occasionally a parcel may suffer some damage. If you suspect your product has been damaged during delivery please do not throw away the parcel or cover in which the product came as the courier may need to inspect it. Follow the procedure below to organise a replacement product.
If you have received the wrong product, we apologise for the inconvenience. You are more than welcome to an exchange or refund – contact The Elephant Tree to discuss your situation. We will happily organise a return and exchange the incorrect item. The returned item must be in a resaleable condition.
HOW TO MAKE A RETURN
Contact The Elephant Tree to let us know that you wish to return or exchange a product as soon as possible.
We will send you clear instructions explaining what to do including how to return the product. Follow these instructions to package the item and send it back within 14 days.
For a valid claim under this section, we will either send out a replacement product, repair yours at no expense or offer a full refund. In addition, we will pay reasonable return postage costs or arrange for a courier pickup.
Where your return results in a refund rather than product replacement your total refund will be the cost of the original product purchased including postage plus reasonable return postage costs. We will make the refund to you no more than 14 days after your return is finalised.
We understand that when shopping online sometimes the product that arrives isn’t quite what you expected – it might be the size or the colour or something else. We don’t want you to worry about this when shopping at The Elephant Tree, so, we have our no-faults return Policy.
In addition to your statutory rights, for most products, you have 30 days from the day on which you receive the goods to notify us if you want to return or exchange an item for any reason. Goods to be returned or exchanged must be received in an unused resaleable condition with packaging intact and all labels, instructions, etc returned with the item. This applies to all “returnable” goods – there’s a guide below to help you understand what type of products are generally non-returnable.
Please be aware that not all products may be returned under this policy. These products include:
· Perishable or living products (like food or plants).
· Specials or sale items.
· Any product that due to copyright laws means it cannot be returned.
· Any product that due to hygiene issues would be inappropriate to return (this could include items such
as earrings or any product sold with a hygiene seal like cosmetics, perfumes or underwear).
· Anything that has been specially made to order for you or customised.
To avoid disappointment, please notify us of any intended return within the 30 day time limit and check whether an item is returnable as a no-faults return before ordering. This information will be clearly stated as part of the product information.
NOTE: These products are still guaranteed under the Consumer Guarantees Act.
Making a No-faults Return
1. Contact The Elephant Tree to let us know that you wish to return or exchange a product.
2. We will send you clear instructions explaining what to do including how to return the product. Follow these instructions to package the item and send it back within 14 days. For valuable items we recommend you use a signed-for delivery service with proof of postage. Please note that you will have to pay the cost of returning the product.
3. Once the item is received in acceptable condition we will process the return. You should expect your return value to be the price you paid for the product excluding the original cost of delivery which you will be expected to bear.
Please do not destroy or throw away any product, even if it is faulty, before you have contacted The Elephant Tree and agreed that doing so won’t affect any refund you may be entitled to.
Please note that you are liable for any loss in value of the product resulting from the handling of the product in any way while you are responsible for it (this includes, in the context of a return, when the product is in transit back to the seller).
If you have any further questions about this Returns and Refunds Policy, please contact us.