Returns & Refunds

To request a replacement or refund for any product/s as per our return policy, please email us at enquiries@palmtreehygiene.co.uk. To help us resolve your case with full clarity, please included the following in your email:

• Your order number

• Product details

• Brief explanation of the reason for this ‘refund only’ or ‘return and refund’ or ‘replacement’ request

• Valid evidence (see applicable sections below for more clarity)

We will inform you via email about your eligibility for a refund or replacement, and handle each case individually. Your statutory rights remain unaffected. 

Return labels are not issued with orders so will need to be made at your cost.

For a comprehensive understanding of our return and refund policies, please refer to the specific issue types outlined below.

• Seller related issues can include reasons such as: received less or missing item/s; received incorrect item/s; allergic reaction; product/s delivered do not match description.

• Buyer related issues can include reasons such as: no longer needed; ordered by mistake; product/s do not work for me or do not like it; other.

• Logistics related issues can vary between both ‘seller related’ and ‘buyer related’, such as: received broken/ damaged item/s; wrong delivery information; parcel is delayed/ stuck in transit/ abnormal logistics status; parcel not received on time; parcel states ‘delivered’ but I have not received it; parcel is returning or has returned back to seller/ failed delivery.

OVERSIGHT ON OUR END

‘Received incorrect and/or missing item/s’ OR ‘Product/s delivered do not match description’

• Contact enquiries@palmtreehygiene.co.uk within 14 days of delivery, please include valid pictures of the received item/s, the outer box, the shipping label, and inner packaging.

• Our team will thoroughly investigate the issue and offer a resolution.

• If deemed eligible after the investigation, our customer care team will ask if you prefer a ‘replacement’, ‘refund only’ or ‘return and refund’.

• Customers will need to return items at their own cost.

• To help us resolve this issue with full clarity and fairness, buyer can provide the following as valid evidence:

• • Picture of the outer box with shipping label visible

  • Picture of the inner packaging and all item/s received

  • Picture or video of the product/s (if applicable)

BROKEN/ DAMAGED/ FAULTY GOODS

• In your initial email to enquiries@palmtreehygiene.co.uk, kindly include photos of the item/s as received, inner packaging and the outer box (with shipping label visible).

• Despite our careful packaging, goods may occasionally sustain damage during transit.

• If your products arrive broken/ damaged or faulty, our customer care team will investigate and arrange a refund or replacement, covering the shipping costs.

• Broken/ Damaged goods won't need to be returned.

• If you notify us of damaged or faulty products within 14 days of delivery, we'll promptly initiate a replacement or refund.

• To be eligible for a replacement or refund for broken/ damaged / or faulty item/s, buyer must provide sufficient evidence such as:

• • Picture or video showing the broken/ damaged / or faulty product/s.

  • Clear picture of the outer box condition (with the shipping label visible)

  • Picture of the inner packaging and all item/s received

  • Proof of delivery picture from delivery vendor’s tracking system (if available)

  • Any other screenshot evidence. E.g. from email/chat history with our customer services team and/or from buyer’s email/chat conversation with delivery vendors directly (if applicable)

ALLERGIC REACTION

• Buyer can send this enquiry to us via email: enquiries@palmtreehygiene.co.uk

• Used item/s are not required for return.

• Refund will only be issued if buyer can provide valid picture or video evidence of this allergic/ adverse reaction.

• Buyer must mention the product name/s which contributed or caused this adverse reaction with a brief explanation.

 DELIVERY ERROR 

• Applicable under the following conditions: parcel is delayed/ stuck in transit/ abnormal logistics status; parcel not received on time; tracking information states ‘delivered’ but I have not received it; parcel is returning or has returned back to the seller.

• Buyer can send this enquiry to us via email: enquiries@palmtreehygiene.co.uk

• Refund will only be issued if buyer can provide the following valid evidence:

• • Proof of delivery picture from delivery vendor’s tracking system

  • Confirmation that the full shipping address details you have provided for this order are correct (if applicable)

  • Confirmation that the buyer has searched all safe spaces but parcel still cannot be located or retrieved. 

  • Any other screenshot evidence. E.g. from email/chat history with our customer services team and/or from buyer’s email/chat conversation with delivery vendors directly.

CUSTOMER’S RESPONSIBILITY / BUYER RELATED ISSUES

• To initiate a return, contact enquiries@palmtreehygiene.co.uk

• Our team will assess your request and approve a return and refund accordingly. We advise buyers to attach any valid supporting evidence in the ‘refund request’ to strengthen their case.

• Refund/s will only be issued if the correct product/s and correct number of item/s and/ or bundle/s are returned.

• Refund/s will only be issued if the returned item/s are received by us in a new, unused, and unopened condition, in its original packaging.

• Failure to return the item/s as shipped may result in charges equal to the product cost.

• Any decrease in the value of returned products due to unnecessary handling may be deducted from the refund.

• Refunds will reflect adjustments for delivery costs.

• For changes or cancellations leading to a ‘return and refund’, ‘replacement’, or ‘refund only’ request, buyer must notify us within 14 days of product delivery (via email).

• Customers will incur delivery costs for returns under these conditions:

• • Change of mind / No longer needed

  • Ordered by mistake/ Accidental order placement

  • Ordered the wrong item/s

  • Failure to check product ingredients listed in the description.

  • Incorrect or incomplete name; address and contact details provided by the buyer during the buying and check-out process

  • Product/s do not work for me

  • Do not like the smell; packaging or content/ consistency of product/s

  • Other (depending on what this is)