Refund and Returns Policy

Our returns policy is valid for 14 days from the date of delivery. If 14 days have passed since receiving your purchase, we unfortunately cannot offer a refund or exchange.

1. Return Eligibility & Exclusions

To be eligible for a return, your item must be unused, pristine, and in its original packaging.

Certain goods are strictly exempt from being returned due to health, safety, and welfare reasons:

• Perishable Items: Live animals/livestock, frozen/live food, live plants, or short-dated goods.
• Gift Cards & Digital Goods: Gift vouchers and downloadable software.
• Hygiene & Personal Care: Selected health, care, or hygiene items once opened.

Important: Please do not send your purchase back to the product manufacturer. All returns must be processed through us. Proof of purchase (such as your receipt or order number) is required for all returns.

2. How to Return an Item

1.Notify Us by Email:Must be sent within 14 days of delivery.

Send an email to info@upinthetrees.co.uk with your order number, contact details, and the item(s) you wish to return.

2.Receive Confirmation:

Wait for our support team to verify and confirm that your item is eligible for return.

3.Post Your Item:Ship within 7 days of confirmation.

Package your item securely and send it to our returns address:

Up in the Trees, 37 Crawley Drive, Hemel Hempstead, HP2-6BX

3. Partial Refunds

In specific situations, only partial refunds may be granted (at our discretion):

• Books with obvious signs of use.
• Opened CDs, DVDs, software, or media items.
• Any item not in its original condition, damaged, or missing parts for reasons not due to our error.
• Any item returned more than 14 days after delivery.

1. Inspection & Approval

Once your return is received at our facility, our team will inspect the item. We will send you an email notification to confirm receipt and inform you whether your refund has been approved or rejected based on the item’s condition.

2. Refund Timeline

• Processing: If approved, your refund will be processed automatically to your original payment method within 48 hours.
• Bank Clearance: Depending on your card issuer or banking provider, funds typically take an additional 3 to 7 working days to reflect in your account statement.

3. Sale & Clearance Items

Only regular-priced items are eligible for a refund. Sale, discounted, or clearance items are non-refundable, unless they arrive damaged or defective.

4. Late or Missing Refunds

If you haven’t received your refund after 7 working days, please follow these troubleshooting steps before reaching out:

1. Check Your Statement: Re-check your bank or payment account statement to confirm the transaction hasn’t cleared.
2. Contact Your Card Issuer: Card providers often take additional processing time before a refund is officially posted to your account balance.
3. Contact Your Bank: Banks frequently have internal clearance windows for incoming transfers and credits.

Still need help? If you have completed these steps and still have not received your refund, please email us directly at info@upinthetrees.co.uk with your original order number so we can investigate.

1. Exchanges

We only replace items if they arrive defective or damaged. If you need to exchange a damaged or faulty product for the exact same item:

1. Send an email to info@upinthetrees.co.uk with details and photos of the fault.
2. Once approved, post your item to: Up in the Trees

2. Gift Returns

• Marked as a Gift (Shipped Directly to You): If the item was marked as a gift when ordered and shipped directly to your address, you will receive a gift voucher/credit for the full value of the return. Once we receive and inspect the returned item, a gift code or certificate will be issued directly to you.
• Not Marked as a Gift (Shipped to the Buyer): If the item was not marked as a gift at checkout, or if the gift purchaser had the order delivered to themselves first, any refund will be issued to the original purchaser’s payment method (and they will be notified of the return).

1. How to Ship Your Return

To return your product, please mail your package to:

Up in the Trees

37 Crawley Drive, Hemel Hempstead, HP2-6BX

• Packaging Requirement: Please ensure your full name and order number are clearly written on the outer packaging so our team can identify your parcel without delay.

2. Shipping Costs & Tracking

• Non-Refundable Costs: You are responsible for paying all return shipping fees. Initial shipping charges and return postage costs are strictly non-refundable.
• Transit Times: For exchange items, delivery times may vary depending on your location.
• Trackable Services: If you are returning high-value items, we strongly recommend using a tracked postal service or purchasing shipping insurance. We cannot accept liability for items lost, delayed, or damaged during return transit.

3. Need Help?

If you have any questions regarding returns, refunds, or exchanges, please contact our support team:

• Email: info@upinthetrees.co.uk
• Website: upinthetrees.co.uk