Last updated: 23-11-2025

At Tree Putty, we want you to be delighted with your purchase. If something isn’t right, we’re here to help. This policy explains how returns, refunds, and exchanges work for orders placed through our website.

1. Returns

If you would like to return an item, please contact us within:

• 14 days of receiving your order.

To request a return, email us at info@treeputty.com with:

• Your name
• Order number
• The item you wish to return
• Reason for the return

We will respond with return instructions.

Return Conditions

To be eligible for a return:

• Items must be in their original condition, unused, and undamaged.
• Items must be returned in suitable packaging to prevent damage in transit.
• Return postage costs are the responsibility of the customer unless the item is faulty or incorrect.

2. Refunds

Once we receive and inspect your returned item, we will notify you by email.

If approved, your refund will be issued to your original payment method within 7–10 working days.

Non-Refundable Items

The following items cannot be refunded:

• Custom or bespoke commissions made to your specifications
• Gift cards
• Items damaged due to improper handling after delivery

Faulty or Damaged Items

If your item arrives damaged or faulty, please contact us within 48 hours with photos of:

• The damage
• The packaging
• The entire product

We will repair, replace, or refund the item as appropriate.

3. Exchanges

We only offer exchanges for faulty or damaged items.
For any other reason, please request a return and place a new order.

4. Shipping Costs

• Return shipping costs are the customer’s responsibility unless the item is faulty.
• Original delivery charges are non-refundable unless the product was damaged or incorrect.

5. Bespoke & Made-to-Order Items

As many of our products are handcrafted from natural hardwood and often made to order:

• Natural variation in colour, grain, knots, or live edge patterns is not considered a fault.
• Bespoke pieces made to customer measurements, requests, or designs are non-refundable unless damaged or defective.

6. Contact Us

If you have any questions about returns or refunds, please contact:

Tree Putty
Email: info@treeputty.com
Location: Leicestershire, UK