RETURNS, REFUNDS & EXCHANGES

We take pride in quality products customized by you. We want you to be completely satisfied with your purchase. Most of our product is custom and non-returnable, so please ensure you've made the appropriate measurements and understand installation instructions before placing your order. 

Cancel an Order or Modify Order Information

If you need to cancel the order or change the order information after placing the order, please contact us within 24 hours.
If you fail to contact us in time and the order has been processed and shipped, you will be responsible for any logistics costs.

General Return

You are free to initiate a return within 30 days of receipt whenever you are not satisfied with the product, but you have to pay for the return or exchange cost if no quality issues are involved. After 30 days of signing, we only provide warranty service and do not offer returns. For general returns, you need to keep the original packaging and original accessories, as our products require specific packaging designs to ensure safety during return shipping. Item(s) must be:

• In brand-new condition
• Uninstalled and/or non-assembled
• Unused, no pieces missing
• With original tags and packaging
• All mounting hardware and instructions are included.

Please note that we do not offer any refunds if any of the above conditions are missing.

Non-returnable Items:

• Clearance items
• Customized items
• Items damaged through normal wear and tear.
• Items marked “Non-Returnable” on the product page

Please note, any items returned without authorization will not qualify for a refund and be rejected on delivery to our returns center.

Faulty or Damaged Products

1. Upon receipt, please inspect your purchase and notify us of any missing parts, faults, damage or incorrect items immediately. You are advised to contact our customer service within 48 hours of receiving your items if there is an issue with the product. such as the faucets leaking while installed, open package missing accessories and damage to tub after opening, please make sure to take some pictures or a quick video demonstrating the problem. Providing pictures of the product, the packaging and the labels on the outside will allow us to greatly speed up the process for you.

2. All product issue inquiries may be best informed us within 30 days of receipt along with the three types of pictures mentioned above, otherwise, after-sales inquiries after 30 days of receipt might be affected negatively due to uncertain factors outside of the time frame.

3. Please note that we do not cover the repair fee if unauthorized handyman services were hired.

General Return Process

• Please kindly DO NOT discard any of the shipping box or packing materials.
• Contact customer service via email sales@givingtreehome.com and explain the specific situation.
• At least a full view picture of the product needs to be provided so we can assess its condition and return eligibility.
• Non-quality returns are at your own expense and will be sent back to our returns warehouse with a tracking number emailed to us. (Untrackable return will delay refund)
• For defective products or shipping damage, we will cover the return shipping costs and provide a return shipping label.
• After receiving the item(s) and checking it is correct, you will be refunded within 48 hours.The refund will be made to the account that the funds were originally drawn from.

Note:

Credit card payment refund, please allow up to one billing cycle for your account to be credited. Please do not request a charge back from your credit card company during the return process due to the time it takes to resolve charge back disputes. It is usually better to be patient and wait for the return process to run its course. Or if an unusual delay occurs, feel free to contact us for assistance.

Since PayPal charges a 4.4% fee on orders placed with PayPal, this amount is charged by PayPal, so refunds are not refundable. And PayPal will also charge a $10 fee for refunds. Therefore, orders paid with PayPal will be charged 4.4% plus a $10 fee for refunds.

Supplement Terms

1. Damaged items means items that have been damaged in shipping.

To help you efficiently, please report to customer service about the damaged product within 3 business days after you received the item and do not discard the damaged item&its packaging. See I Receive a Damaged Item for further details.

2. Undeliverable and Refused Package

• If the delivery attempt is unsuccessful for reasons such as refusal, invalid address, or lack of signature, resulting in reshipment or cancellation, you will be responsible for the additional handling and shipping fees that might occur.
• Because our shipping warehouse and return warehouse are inconsistent, be sure not to directly reject the delivered goods. If you need to return the item for a refund, you need to contact us after receiving it before returning it. Otherwise, the item will be lost and we will not be able to refund you.

3. If you send it back by yourself, please choose guaranteed logistics

Damaged product box – 15% fee
Return to an incorrect location – 25% restocking fee
Products damaged during shipping cannot be refunded

Send your package

If possible, pack the item in the original shipping box or a sturdy plain cardboard box. Remove or cover any pre-existing labels or stickers. Print the return number and return address label included in the email and attach it to the box with clear packing tape. The box is completely sealed to ensure the item can be transported safely.For self returns, returns sent via other carriers (including UPS, USPS, etc.) are subject to shipping charges at the customer's expense.

Return Address

10 Ranick Dr S
Amityville NY 11701
United States
Recipient: Jin 001 Tel: 6602344082 (Note: This phone number is only for accepting goods. For inquiries, please contact the number below.)

Contact Us

Email: sales@givingtreehome.com

Tel: (+1) 347-289-3016（GMT-5/ 9:30-18:30/ Mon-Sun）