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Refund and Returns Policy

Refund Policy

Five Tree Company (www.fivetree.co.za)

Thank you for shopping at Five Tree. We value your satisfaction and strive to provide exceptional products and services. This Refund Policy outlines our procedures regarding returns, refunds, and exchanges.

1. Return Eligibility

  • Products may be returned within 30 days of the delivery date.
  • Items must be unused, in their original packaging, and in the same condition as received.
  • The original receipt or proof of purchase must be provided.
  • Sale items are only eligible for returns if defective or significantly misrepresented.

2. Non-Returnable Items

The following items cannot be returned:

  • Digital products or downloaded software
  • Gift cards
  • Personalized or custom-made items which includes play units which are built to order specific
  • Perishable goods
  • Items marked as “final sale” or “non-returnable”
  • Items with broken seals on products where health or hygiene concerns exist

3. Refund Process

  1. Initiate a Return: Contact our customer service at office@fivetree.co.za with your order number and reason for return.
  2. Return Authorization: Wait for our confirmation and return authorization before sending items back.
  3. Shipping: Return shipping costs are the responsibility of the customer unless the item was defective or shipped in error.
  4. Inspection: All returns undergo inspection upon receipt.
  5. Refund Issuance: Approved refunds will be processed within 7-14 business days to the original payment method.

4. Refund Types

  • Full Refunds: Issued for defective products, incorrectly shipped items, or items significantly different from description.
  • Partial Refunds: May be issued for items returned with missing parts or showing signs of use.
  • Store Credit: Offered as an alternative to monetary refunds at our discretion.

5. Damaged or Defective Items

If you receive a damaged or defective product:

  • Contact us within 48 hours of delivery via email at office@fivetree.co.za.
  • Provide photos of the damaged item and packaging.
  • We will arrange for a replacement or refund at no additional cost to you.

6. Cancellations

  • Orders can be cancelled prior to shipping for a full refund. Orders for play units must be cancelled within 48 hours.
  • Once an order has been shipped, our standard return policy applies.

7. Exchange Policy

  • Exchanges are available for items of equal value within 30 days of purchase.
  • For exchanges of different value items, the difference will be charged or refunded accordingly. Delivery costs will be for the customer.

8. Contact Information

For any questions or concerns regarding our refund policy, please contact us:

  • Email : office@fivetree.co.za
  • Phone : 081 642 8650
  • Online : Visit our Contact Us page at www.fivetree.co.za/contact

9. Policy Modifications

Five Tree reserves the right to modify this policy at any time. Changes will be effective immediately upon posting to our website.

This policy complies with the Consumer Protection Act 68 of 2008 (South Africa).