1. Our Return Policy & Right of Withdrawal Overview
We offer a 14-day return period for eligible items. This means you have 14 days after receiving your item to request a return.
Important Note for Personalized Made-to-Order Products: Most of our products are made to order and customized according to your specific instructions. This means many of our items are unique and produced specifically for you. Under EU consumer law, the standard 14-day right to cancel an online purchase (the "right of withdrawal") does NOT apply to goods made to the consumer's specifications or that are clearly personalized (e.g., 3D-printed accessories with names or custom designs). Therefore, the right of withdrawal does not apply to many of our products.
For items where the right of withdrawal is applicable (i.e., non-customized, non-personalized products), your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
2. How to Initiate a Return
To start a return request (for eligible items only, as outlined above), please contact us at support@treeoftales.se. If your return is accepted, we will send you a return shipping label, along with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Please note that returns will need to be sent to the following address: Björksundsslingan 41, 124 31 Bandhagen, Sweden
You can always contact us at support@treeoftales.se for any return questions.
3. Damages, Issues, and Defective Products
Please inspect your order immediately upon reception. If the item is defective, damaged upon arrival, or if you receive the wrong item, please contact us as soon as possible, and no later than 30 days after receipt, providing a clear description of the issue and attaching photo evidence. We will evaluate the issue and work to resolve it, which may include replacing the item or issuing a refund, in accordance with your consumer rights.
4. Quality and Product Variation
As our products are made using 3D printing technology, minor variations in texture, surface finish, or color may naturally occur. These are inherent characteristics of the 3D printing production process and are generally not considered defects or grounds for complaint.
5. Complaints (Reklamationsrätt under Swedish Consumer Protection Law)
If a product is faulty or non-conforming under Swedish consumer protection law, you have the right to file a complaint (reklamation) within three years of purchase. This right applies to all products, regardless of whether they were personalized or not, and is separate from any right of withdrawal.
To file a complaint, please contact us via email at support@treeoftales.se with a detailed description of the issue and attach supporting photos. We will review your complaint in accordance with applicable consumer law.
6. Exceptions / Non-Returnable Items
As stated in Section 1, the right of withdrawal generally does not apply to products that are made to the consumer's specifications or are clearly personalized. Therefore, such items typically cannot be returned unless they are defective or incorrect upon delivery (as per Section 3 & 5 above).
Please get in touch if you have questions or concerns about the return eligibility of your specific item.
7. International Returns (Orders Outside the European Union)
For orders shipped outside the EU, the customer is solely responsible for any applicable customs duties, taxes, or import fees levied by the destination country. These charges are outside of our control and are not included in the product price or shipping cost.
We generally do not accept returns of personalized products from outside the EU, except in cases where the item is defective or incorrect upon delivery (as per Section 3 & 5 above). For non-personalized, non-defective items shipped outside the EU, please contact us at support@treeoftales.se to discuss potential return options, which may be subject to different terms and conditions based on your location and specific circumstances.
8. Exchanges
The fastest way to ensure you get what you want is to return the eligible item you have, and once the return is accepted, make a separate purchase for the new item.
9. Refunds
We will notify you once we’ve received and inspected your return. We will then inform you if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund to your account.
If more than 15 business days have passed since we approved your refund, please contact us at support@treeoftales.se.
10. Contact Information
Tree of Tales AB (Org.nr: 559424-8980) Email: support@treeoftales.se Address: Björksundsslingan 41, 124 31 Bandhagen, Sweden
