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:
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Your order number
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Product details
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Brief explanation of the reason for this ‘refund only’ or ‘return and refund’ or ‘replacement’ request
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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.
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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.
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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.
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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’
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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.
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Our team will thoroughly investigate the issue and offer a resolution.
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If deemed eligible after the investigation, our customer care team will ask if you prefer a ‘replacement’, ‘refund only’ or ‘return and refund’.
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Customers will need to return items at their own cost.
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To help us resolve this issue with full clarity and fairness, buyer can provide the following as valid evidence:
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Picture of the outer box with shipping label visible
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Picture of the inner packaging and all item/s received
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Picture or video of the product/s (if applicable)
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BROKEN/ DAMAGED/ FAULTY GOODS
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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).
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Despite our careful packaging, goods may occasionally sustain damage during transit.
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If your products arrive broken/ damaged or faulty, our customer care team will investigate and arrange a refund or replacement, covering the shipping costs.
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Broken/ Damaged goods won't need to be returned.
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If you notify us of damaged or faulty products within 14 days of delivery, we'll promptly initiate a replacement or refund.
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To be eligible for a replacement or refund for broken/ damaged / or faulty item/s, buyer must provide sufficient evidence such as:
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Picture or video showing the broken/ damaged / or faulty product/s.
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Clear picture of the outer box condition (with the shipping label visible)
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Picture of the inner packaging and all item/s received
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Proof of delivery picture from delivery vendor’s tracking system (if available)
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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)
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ALLERGIC REACTION
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Buyer can send this enquiry to us via email: enquiries@palmtreehygiene.co.uk
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Used item/s are not required for return.
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Refund will only be issued if buyer can provide valid picture or video evidence of this allergic/ adverse reaction.
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Buyer must mention the product name/s which contributed or caused this adverse reaction with a brief explanation.
DELIVERY ERROR
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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.
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Buyer can send this enquiry to us via email: enquiries@palmtreehygiene.co.uk
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Refund will only be issued if buyer can provide the following valid evidence:
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Proof of delivery picture from delivery vendor’s tracking system
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Confirmation that the full shipping address details you have provided for this order are correct (if applicable)
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Confirmation that the buyer has searched all safe spaces but parcel still cannot be located or retrieved.
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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.
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CUSTOMER’S RESPONSIBILITY / BUYER RELATED ISSUES
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To initiate a return, contact enquiries@palmtreehygiene.co.uk
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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.
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Refund/s will only be issued if the correct product/s and correct number of item/s and/ or bundle/s are returned.
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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.
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Failure to return the item/s as shipped may result in charges equal to the product cost.
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Any decrease in the value of returned products due to unnecessary handling may be deducted from the refund.
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Refunds will reflect adjustments for delivery costs.
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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).
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Customers will incur delivery costs for returns under these conditions:
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Change of mind / No longer needed
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Ordered by mistake/ Accidental order placement
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Ordered the wrong item/s
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Failure to check product ingredients listed in the description.
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Incorrect or incomplete name; address and contact details provided by the buyer during the buying and check-out process
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Product/s do not work for me
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Do not like the smell; packaging or content/ consistency of product/s
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Other (depending on what this is)
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