Refund policy
Please complete your online shopping with Behind The Trees keeping in mind, we offer refunds and exchanges, according to the following policies:
- For a full refund, or exchange you need to contact us and return the item to Behind The Trees, Shop 11, 5-7 Kilvington Drive, Emerald, Vic 3782 within 30 days of receiving it.
- Any returned item must be in perfect, unused condition with no damage to the item or the packaging.
- Only full priced items can be refunded or exchanged. No refunds or exchanges on sale items.
- We do not refund original shipping fees and do not cover return shipping fees.
- We recommend you use registered post or a trackable courier when returning an item, as we cannot accept responsibility for items lost in transit to us.
- Refunds may take up to 2 business days to appear in your account.
- Shipping charges will be waived only if the returned item is faulty.
You can always contact us for any return question at info@behindthetrees.com.au.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.