Delivery & Returns
We trust that you'll adore your Treehouse Genie products. However, if for any reason you're not completely satisfied with your item, we're here to help. If your recent purchase isn't quite what you had in mind, here's how our returns policy works:
14-Day Returns Period:
You have 14 days from the delivery date to return your item if it doesn't meet your expectations.
Damaged or Defective Items:
If your item arrives damaged or defective, please notify us within 2 days of receipt. We'll review your query promptly and may request photographic evidence to support this aiming to resolve the issue to your satisfaction.
Refund Policy:
Upon review, if a refund is warranted, we'll refund the cost of the item. Please note that original shipping charges are non-refundable, and a collection fee may apply for large furniture returns. Custom-made (Treehouse Tailored) items will be non-refundable unless damaged.
Return Condition:
Returned items must be in their original condition and packaging, with all tags attached.
How to Initiate a Return:
To begin the return process, please complete the online returns form here with your order details and reason for return. We’ll then provide further instructions.
Return Shipping:
You're responsible for the return shipping costs unless the item is being returned due to damage or defect. If needed, our specialist will contact you to arrange the collection of the goods on a date that works for both parties.
Refund Processing Time:
Once we've received and inspected your return, we'll process your refund within 2-14 business days.
Exchanges:
At this time, we don't offer exchanges. If you want a different item, please return the original for a refund and place a new order.
Questions? Contact Us:
If you have any questions about our returns policy, please contact us at hello@treehousegenie.co.uk. Whilst we must typically need to adhere to the return procedures of our partnered craftsmen and suppliers, we are dedicated to delivering the best outcome in your favour and will work with you every step of the way to try to achieve this.
