Refund policy

Returns & Refunds Policy

Customer Care
At Tender Tree, we put immense care into crafting our products, all made with love and attention to detail. Our aim is to provide you with unique, high-quality items that complement the special moments in your life. If, for any reason, you are not completely satisfied with your purchase, please contact us through our contact page or email us at hello@tendertree.co.uk. We’re committed to ensuring your happiness and will work with you to resolve any concerns.

A Note to You
The following details are provided for legal purposes and to help us uphold our quality standards. While the tone may seem formal, we are friendly and approachable, so please don’t hesitate to reach out directly with any questions or concerns.

Changes to Personalisation
We reserve the right to adjust personalised text, images, or other content for layout purposes to ensure the best presentation of your order. This includes minor adjustments, such as adding or removing punctuation. However, we will never alter the overall design or style selected by you.

Due to the natural characteristics of our materials, your item may feature unique grains, textures, or minor imperfections, which add to its individuality. We inspect all products before dispatch to ensure they meet our high standards.

Return & Refund Policy

Definitions

  • Company: Refers to Tender Tree, located at 101 Elizabeth Way, Laindon, Basildon, Essex, SS15 5GN.
  • Goods: Items offered for sale by Tender Tree.
  • Orders: A request by you to purchase Goods from Tender Tree.
  • Service: The Tender Tree website.
  • You: The individual or entity purchasing from Tender Tree.

Your Order Cancellation Rights

If a design proof has been created for you, we reserve the right to charge up to 50% of the order value if you cancel before production begins.

You have the legal right to cancel your order within 7 working days of receipt for non-personalised items. This right does not apply to personalised or custom-made products. To cancel an order, please contact us via our contact page before production begins (typically within 1-2 days of placing the order).

If your order has already been dispatched or delivered, you must return it in accordance with the Conditions for Returns and Returning Goods sections below. Please note, once production has started, personalised items cannot be refunded due to errors such as spelling mistakes.

Tender Tree reserves the right to cancel any order at any time and issue a full refund. This policy does not affect your statutory rights.

What to Do If Your Order is Late

We make every effort to dispatch your order within the stated timeframes, which are available on each product listing and at checkout. Please note that during busy periods, such as Christmas, processing and delivery times may take longer.

If your item has not arrived and is more than 10 working days late, please get in touch so we can investigate. Refunds or replacements will only be considered after this timeframe has passed. Tender Tree cannot be held responsible for courier delays, such as those caused by strikes, but we will assist in locating your package.

Conditions for Returns

If you are not satisfied with any non-personalised item, you may return it within 14 working days of receipt.

  • Return Shipping Costs: You are responsible for the cost of returning Goods to us.
  • Shipping Method: For your protection, we recommend using an insured and tracked delivery service. Tender Tree cannot be held responsible for items lost or damaged in transit.

Exclusions:
We cannot accept returns for personalised or custom-made items unless:

  • The item is faulty or defective.
  • There is an error on our part (e.g., incorrect text or design).

If you return an item due to our error or a defect, we will provide a prepaid return label. Please contact us at hello@tendertree.co.uk and include a photo of the issue for verification.

Returning Goods

When returning Goods, please send them to the following address:

Tender Tree
101 Elizabeth Way,
Laindon, Basildon,
Essex,
SS15 5GN

Ensure that items are returned in their original condition and packaging. By the unique nature of personalised items, these cannot be resold and are non-refundable if returned due to a change of mind.

Refunds for non-personalised items will exclude original shipping costs unless the return is due to a fault or error on our part.

Bulk or Special Orders

For bulk orders or special requests, separate terms will be agreed upon at the quotation stage, including shipping costs and insurance, if applicable.

If you have any questions about our Returns & Refunds Policy, please contact us at hello@tendertree.co.uk

Thank you for choosing Tender Tree!