Return policy

At Treendrou, we are dedicated to providing you with the highest quality products and an exceptional shopping experience. We understand that shopping online can sometimes lead to uncertainty, and we want you to feel confident with your purchase. If for any reason you are not completely satisfied with your order, we have a straightforward return and exchange process to ensure you are happy with your purchase.

We aim to make the return process as smooth as possible, and we hope this policy helps to answer all your questions. If you need further assistance or have any concerns, our friendly customer support team is available to assist you at every step.

1. Eligibility for Returns

We want you to love what you’ve ordered! However, if for any reason you are not completely satisfied with your purchase, we offer returns within the following conditions:

  • Timeframe: Returns must be initiated within 30 days from the date of delivery.
  • Condition of the Product: The returned item must be in new, unused, and resellable condition. All original packaging, including labels, tags, and inserts, must be included when the item is returned.
  • Non-returnable Items: There are a few items that cannot be returned:
    • Personalized or customized products (items with personalized engravings, custom design work, etc.)
    • Perishable goods that may have a limited shelf life, such as food or flowers.
    • Gift cards and any downloadable or digital content.
    • Opened or used items, unless the item is defective.

Please take a moment to inspect your items upon delivery. If the item is defective, damaged, or incorrect, please report the issue within 7 days of receiving your order to qualify for a return, exchange, or refund.

2. Return Process

We want to make returning products as easy as possible for you. Please follow these simple steps to initiate a return:

  • Step 1 – Contact Us: If you are within the return window, reach out to our customer service team at info@treendrou.shop with your order number and a brief explanation of the reason for the return. Please include a picture of the item(s) if they are damaged or defective. This will help us to process your return as efficiently as possible.

  • Step 2 – Return Authorization (RA): Once we receive your return request, we will issue a Return Authorization (RA) number along with detailed instructions for returning your product. Please note that we cannot accept returns without the RA number.

  • Step 3 – Packing the Item: Carefully pack the item in its original packaging, including all accessories, manuals, and original tags. Ensure the item is protected during transit to avoid any damage. Please include the RA number and a copy of the receipt or proof of purchase to expedite the return process.

  • Step 4 – Return Shipping: Once your package is ready for return, please ship it back to us using a carrier of your choice. We recommend using a trackable shipping service to ensure that your return reaches us safely. Customers are responsible for the return shipping costs, except when the item is defective or damaged. If your item was received in error or is defective, we will cover the return shipping costs.

  • Step 5 – Return Address: Send the returned items to the address provided in your RA instructions. Please make sure to use the correct address to avoid delays in processing your return.

  • Step 6 – Inspection and Refund: Once we receive the returned item, we will inspect it to ensure that it meets the return requirements. If everything is in order, we will proceed with the refund or exchange, which usually takes about 5-7 business days.

3. Refunds and Exchanges

We offer two options for customers who wish to return their items:

  • Refunds: If your return is approved, we will issue a full refund to your original payment method. Please note that depending on your bank or payment provider, it may take up to 5-10 business days for the refund to reflect in your account. Shipping charges are non-refundable unless the return is due to a defect or error on our part.

  • Exchanges: If you would prefer to exchange the item for a different size, color, or product, please let us know when you contact customer service. We will guide you through the process and send you the replacement item as soon as possible. If the exchange item costs more than the original, we will send you an invoice for the difference. If the new item is less expensive, we will refund the difference to your original payment method.

  • Refund or Exchange Processing Time: Refunds and exchanges are generally processed within 5-7 business days once we receive the returned product. However, it may take additional time for your payment provider to process the refund.

4. Damaged, Defective, or Incorrect Items

We strive to ensure that all of our products are of the highest quality. However, in the rare case that your product arrives damaged, defective, or incorrect, we want to make things right. If this happens, please follow these steps:

  • Contact Us Immediately: Contact us at info@treendrou.shop within 7 days of receiving your product. Provide your order number, photos or videos of the damaged/defective item, and a description of the issue.

  • Return Shipping Cost: If the item is defective, damaged, or incorrect, we will cover the cost of return shipping. We will either offer you a replacement product or provide a full refund for the purchase price.

5. Late Returns

If you are unable to return an item within the 30-day return window, please contact us as soon as possible. Returns made after 30 days will be considered on a case-by-case basis, and we may not be able to approve them. If your return falls outside of our standard policy, we will provide you with the necessary guidance and explore the available options.

6. Non-Returnable Items

Certain items cannot be returned due to the nature of the product. These include:

  • Gift cards or vouchers.
  • Perishable goods, such as food items, flowers, and plants.
  • Customized or personalized items, such as engravings or special-order products.
  • Opened or used items, unless they are defective or damaged.
  • Downloadable software or digital content.

If you have questions about whether an item is eligible for return, please contact us before initiating the process.

7. International Returns

Currently, we only offer returns for customers within the United States. If you need to return a product from outside the U.S., please reach out to us for assistance. International customers are responsible for all shipping and customs fees.

8. Contact Us

We are here to help with any questions you may have regarding our Return Policy. If you need assistance, don’t hesitate to reach out to us:

  • Address: 4072 N Mills River Rd, Mills River, NC 28759, United States

Thank you for choosing Treendrou! We appreciate your business and are committed to ensuring your satisfaction.