For Customers:

Validity for returns: within seven (7) net days from delivery date.

  1. Customer should email THC and mention
  2. Reason of return and mode of payment
  3. Attach product pictures and purchase receipt 
  4. THC will call / email the customer to clarify and investigate the issue. 
  5. Valid reason for return are 
  • Wrong Item Delivered
  • Damaged
  • Not Delivered
  • Item Did Not Meet Expectations / Not As Listed in the Website
  • Change of Mind
  • Found a Better Price
  • Ordered by Mistake / Ordered Wrong Variant

*Always offer refund as last resort
*Conditions for non-returnable products as per Attachment 2
*Refunds – by store credit if paid by cash within 3 days; amount reversal if paid thru debit or credit card within 30 days or depending on the bank’s policy

For Suppliers

Validity for returns: 30 days from collection date

  1. Notify the supplier for the return – product, reason, course of action
  2. Schedule collection of product replacement as required. Charges as per Attachment 3
  3. Product to be arranged for return either by courier or supplier collection
  4. Any pre-agreed penalty to be charged to supplier and adjusted from SOA as per signed Commercial Terms
  5. Any refund issued to the customer will be adjusted from the supplier SOA as per signed Commercial Terms
  6. All communication regarding returns will be under specific ticket numbers (as subject) for easy filing and future reference

 

Attachment 1 – Course of Action

Reason for Return

Action

Replacement

Refund

(A) Wrong Item Delivered / Not As Listed in the Website

Schedule collection of product and replacement delivery

Yes, FOC for customer

N/A

(B) Received Damaged

Schedule collection of product and replacement delivery OR Refund

Yes, FOC for customer

Full Amount, Store Credit if paid by cash OR amount reversal if paid by card

(C) Not Delivered

Process refund as per order status

N/A

Full Amount if cancelled before order is dispatched OR Delivery charge to be deducted if order is already sent out

(D) Item Did Not Meet Expectations

Schedule collection of product and replacement delivery OR Refund

Yes, Return and delivery charges to be paid by customer

Original delivery charges and return charges to be deducted

(E) Change of Mind

Replacement only

Yes, Return and delivery charges to be paid by customer + any variance with the new product ordered

N/A

(F) Found A Better Price

Customer to send a picture or link of the lower price; HSA to match the price

N/A

Store credit for the variance in the prices only

(G) Ordered by Mistake / Ordered Wrong Variant

Replacement only

Yes, Return and delivery charges to be paid by customer + any variance with the new product ordered

N/A

Attachment 2 – Non-Returnable Products

  1. Products damaged by the customer through neglect and misuse or visibly tampered with
  2. Products with scratched out barcodes
  3. Consumable products that are used up to half of the volume 
  4. For hygiene purposes – personal products including make ups, inner wears, and feeding related products
  5. Items that were bought on sale
  6. Products that are not in the original packaging
  7. *to add more as per suppliers’ conditions for their product return

Attachment 3 – Product Return & Replacement Charges

Reason for Return

THC

Supplier

Courier

Customer

(A) Wrong Item Delivered / Not As Listed in the Website

Return and delivery charges to be adjusted from SOA

Penalty of AED50 to be adjusted from SOA

(B) Received Damaged

Delivery Amount + Full product value to be deducted from SOA

(C) Not Delivered

If delay by HSA:

Cancelled before dispatch – bear return charge to supplier

Cancelled after dispatch – bear delivery and return charge to supplier

If delay by Supplier:

Cancelled before dispatch – deduct return charge from SOA

Cancelled after dispatch – deduct delivery and return charge from SOA

If delay by Courier:

Cancelled after dispatch – deduct delivery and return charge from SOA

(D) Item Did Not Meet Expectations

Return and delivery charges to be paid by customer

(E) Change of Mind

Return and delivery charges to be paid by customer + any variance with the new product ordered

(F) Found A Better Price

(G) Ordered by Mistake / Ordered Wrong Variant

Return and delivery charges to be paid by customer + any variance with the new product ordered

Attachment 4 – For Website Upload

How To Return A Product?

  1. A return can be made within seven (7) calendar days from the delivery date.
  2. Log in to your Treehugger account and go to your Orders tab.
  3. Click “Return” on each of the product/s you want to return and select the reason.
  4. Upload a photo of the product and add comment/s, be as detailed as possible. Include your contact details if different from the one saved in your Treehugger account.
  5. Our team will call you to clarify the issue and initiate the return process.
  6. Replacements, refunds, and corresponding fees are subject to the Return Conditions.

 

Return Conditions

  1. If the item delivered is wrong, or different from what is listed in the website, we will replace it for you free of charge. We will schedule the collection of the wrong item and the delivery of the correct product.
  2. If the item received is damaged, please indicate it on the airway bill that you will sign with the courier. We will process a replacement of the same ordered product free of charge OR a full refund as per your preference.
  3. If the item is not delivered, we will process your refund as per the order status. If you cancel before the item is sent out, we will refund the full amount paid. If you cancel after the order is already dispatched, delivery charge will be deducted from the refund.
  4. If the item did not meet your expectations, we will process a replacement or refund. For replacement, charges for collection of the item and delivery of the selected replacement product will be paid by you. Any difference in price of the ordered item and selected replacement will also be paid by you. For refund, the original delivery fee and the collection charge of the returned item will be deducted.
  5. If you have changed your mind, we will process a replacement. Charges for collection of the item and delivery of the selected replacement will be paid by you. Any difference in price of the ordered product and selected replacement item will also be paid by you. 
  6. If you found a better price, send us a picture or link of the product with the price. We guarantee that we always offer you the best price and will match the rate you found. Any variance will be awarded to you as store credits which can be used for the next purchase.
  7. If you ordered by mistake or have ordered the wrong variant, we will process a replacement. Charges for collection of the item and delivery of the selected replacement will be paid by you. Any difference in price of the ordered product and selected replacement item will also be paid by you. 

 

Refund Process

    1. If you paid your order by cash – refund will be awarded as store credit within 3 working days
    2. If you paid your order by debit or credit card – amount will be reversed in the used card within 30 calendar days or depending on the bank’s policy