Return & Refund Policy

TreeBros

Last updated: October 31, 2026

At TreeBros, we want our customers to shop with confidence. If there is a problem with your order, we are committed to reviewing your request and providing an appropriate resolution in accordance with this policy and applicable consumer protection laws.

1. Your Legal Rights Come First

Some rights are given to you by law, for example remedies for items that arrive damaged, defective, not as described, or that are never delivered, and any implied warranties that apply to your purchase. These rights apply regardless of this policy and regardless of our suppliers' own terms. If the law entitles you to a repair, replacement, refund or cancellation, we will provide it even if our supplier does not reimburse us. Where this policy and applicable law differ, the law prevails.

The rest of this policy explains how we handle requests in practice, including returns we offer voluntarily.

2. Damaged, Defective, Wrong or Incomplete Items

If your item arrives damaged, is not the item you ordered, is missing essential components, or has a manufacturing or functional defect, we will review the photos or videos you send and arrange a free replacement or a refund. Where a return is required, we will provide prepaid return shipping.

Qualifying issues may include:

• Damage that occurred during shipping.

• A wrong item or wrong size.

• Missing parts, accessories, or tree stands.

• Lights or electrical components that do not function properly.

• Other verified manufacturing or functional defects.

Please report the issue as soon as possible — ideally within 14 days of delivery for shipping damage, wrong items or missing parts, and within 21 days of delivery for functional defects such as lights that stop working. Prompt reports help us resolve the issue quickly. Reports received later will still be reviewed, and these time frames do not limit any rights or remedies you have under applicable law.

To report an issue, contact us at treebros.shop@gmail.com and provide:

• Your order number.

• A description of the problem.

• Clear photographs or videos showing the issue (and, for shipping damage, the outer packaging).

Please do not return an item before receiving our return instructions.

3. Voluntary Returns Without a Product Defect (Change of Mind)

Our trees ship directly from supplier warehouses, and some of our suppliers do not accept returns of items that are not damaged, defective or incorrect. For this reason, we cannot guarantee change-of-mind returns. This section describes a voluntary option and does not limit the legal rights described in Section 1.

If you would like to return an item for another reason, contact us within 14 days of delivery before sending anything. We will tell you whether a return is possible for your item and what it would cost, and you can decide whether to proceed. The item must be unused and in its original packaging. If a return is approved, we will provide the return address and instructions. Please do not send any product to an address without receiving our return authorization and instructions.

Return shipping costs and any handling fee will be communicated to you before the return is authorized. You decide whether to proceed after seeing those costs. For an approved return without a defect, the refund is issued after the supplier confirms the item was received unused and in its original packaging, less only the costs you agreed to before returning it.

4. Cancellations

To cancel an order, contact us as soon as possible. If your order has not yet been sent to our supplier, we will cancel it and issue a full refund. If it has already been sent to our supplier, we will ask the supplier to cancel it; if the order can no longer be stopped, we will help you with a return under Section 3 (or Section 2, if the item is damaged, defective or incorrect).

5. Shipping Delays and Undelivered Orders

If we cannot ship your order within the expected time, we will notify you and give you the choice to agree to a new shipping date or to cancel your order for a full refund, as described in our Shipping Policy.

If your tracking shows no movement for 7 business days, or your package has not arrived more than 10 days after the expected delivery date shown in tracking, please contact us. We will investigate with the carrier and our supplier and, if the package is lost, arrange a replacement or a full refund.

If tracking shows your package as delivered but you have not received it, please contact us as soon as possible (ideally within 7 days of the delivery date shown in tracking), and check with neighbors and your building's mail area. We will investigate with the carrier and our supplier and let you know the available resolution.

6. Incorrect Shipping Addresses and Refused Deliveries

Customers are responsible for providing accurate and complete shipping information.

Additional expenses may be charged to the customer when they result from:

• An incorrect or incomplete shipping address provided by the customer.

• Refusal to accept a shipment.

• A customer-requested shipment interception, redirection, or rerouting.

Any such charges will be limited to expenses actually incurred, to the extent permitted by law. Customers will not be responsible for additional charges caused by an error made by TreeBros or our fulfillment partners.

7. Refunds

Refunds are issued to your original payment method within 7 business days after we confirm that the refund is due (for returns, after the supplier confirms receipt of the item), unless applicable law requires a shorter time. The time it takes for the funds to appear in your account depends on your payment provider.

Original shipping charges, if any, are refunded when the refund is due to our error, a damaged, wrong or defective item, a lost package, or a cancellation before the order was sent to our supplier.

8. How to Contact Us

Email: treebros.shop@gmail.com

Please include your order number, the product name, the reason for your request, and any relevant photographs or videos. We aim to reply within 2 business days.

9. Your Consumer Rights

Nothing in this policy, and nothing in our suppliers' terms, excludes, restricts, or limits any rights or remedies you have under applicable federal or state law, including any implied warranties that apply to your purchase.

Website: treebros.shop