Returns

UK & CHANNEL ISLANDS Returns Policy

• We hope you are delighted with your tentree product. Whilst we ensure every care is taken in packing your order please check that the items you have received are correct and that your order is complete.
• If you return an item requesting a refund within 28 days of the item being delivered to you, we'll give you a full refund by way of the original payment method provided the item is still in ‘as new’ condition.
• We aim to refund you within 14 days of receiving the returned item.
• If you request a refund for an item during the above time frame but you cannot return it to us for any reason, please get in touch with our Customer Services team - but any refund will be at our discretion.
• After 28 days we do not accept returns for unwanted items after the relevant returns period stated above. If you attempt to make a return after this period, we may have to send it back to your default delivery address and ask you to cover the costs of delivery.
• Returned parcels must have specific dimensions no larger than L 61cm x W 46cm x D 46cm.
• Returned parcels must weigh no more than 20KG.
• If you would prefer to return your products direct to us via other means, you can do, however please note: you must include your original ‘UK’ order number and returns form included in your delivery.  We strongly recommend you use a service that provides a certificate of postage and a tracking number.  If you choose this method please be aware, we will not refund any postage fees.

How to Generate your Return

Although we hope you love your order, there may be times when you need to return items to us. Good news our returns are now paperless, we use a trackable service with our partners ReBOUND Intelligent Returns.

Please follow the steps below to produce your Returns label or QR barcode.

1. Click here to go to our Online Returns Portal.
2. You will be asked to enter your order number (e.g., #EU12345 ) and delivery postcode, please have these ready, they will be on your order confirmation email.
3. Select the item(s) that you would like to return, and the returns reason.
4. Select your chosen return method and drop off location (a printer may be required)
5. Our ReBOUND partners offer multiple return courier services, both paid and FREE return options, depending on your location. Select your preferred service when you register your return
6. If your return is a paid for service, complete payment in the ReBOUND portal.
7. ReBOUND will send you an email with your return’s confirmation and tracking number
8. Once you have posted your parcel, our returns partner ReBOUND will keep you updated.
9. Please allow up to 14 days for your returned parcel to reach us. We’ll send you an email as soon as your refund has been processed.
10. If you have any problems or need help, please visit our contact us page

 Exchanges

• Due to the fast moving nature of our stock, we are unable to offer exchanges. If you would like to swap your item(s) for a different size or colour simply return your item for a refund using our free returns service and place a new order.
  

Please contact us on info@tentree.eu for any further information.