Returns and Exchanges

Returns for Faulty or Incorrect Items Only

Just a heads up! We do not accept returns, exchanges, or cancellations due to a change of mind, except where noted in the policy below. Returns are only accepted for faulty or incorrect items.

Faulty or Incorrect Items: If there’s an issue with your order—such as receiving a damaged or incorrect item—please contact us within 24 hours of delivery for a full refund.
Other Returns: Returns for reasons other than faults or errors, if accepted, will incur a restocking fee of 10% - 25% of the purchase price. This fee excludes the cost of any gift with purchase (if applicable), the initial shipping cost you paid (if any), pre-paid VAT or duty taxes that we covered, return shipping costs (whether standard or express), and handling fees.

We’re committed to resolving any issues and ensuring your satisfaction. Please review our policy carefully before making a purchase. If you need to initiate a return, refer back to this policy to ensure all eligibility requirements are met.

Return Window: Returns must be initiated within 14 calendar days from the delivery date.
Condition Requirements: The returned product must be in pristine, original condition with all packaging, tags attached, and free from wear, stains, perfume, or odors. Any included accessories must also be in their original packaging, along with all documentation (invoice, RMA, and original shipping label).

Products that are soiled or exhibit noticeable damage or wear, as described in our return guidelines, will not be accepted for return. Any such items will be sent back to you at your expense, based on our standard delivery costs or the shipping rates provided by the delivery company.
You will receive a notification once we receive the return, informing you whether the product meets the return criteria.

Once we approved your returned product, a credit or refund will be issued for the purchase price, minus any applicable original shipping costs you paid (if any), as well as return shipping, handling, and restocking fees. For more details, see below:

Understanding Our Policy

Our return policy is designed primarily for defective or incorrectly described items, though we may occasionally offer returns or exchanges at our discretion to support customer satisfaction. This policy covers most merchandise, with exceptions noted in the "Non-Returnable & Non-Exchangeable Items" section. We strive to be fair and accommodating, yet reserve the right to assess returns and exchanges individually based on factors like item condition and return reason.

Return & Exchange Window

You generally have 14 days from the delivery date to initiate a return or exchange. However, this timeframe may vary during major holidays or for certain items. Please review our full return policy to confirm eligibility and to estimate any potential refund. For further assistance, feel free to reach out.

Important Deadlines

For Incorrect, Missing, or Damaged Items: Contact us within 24 hours of delivery and include pictures as proof.
For General Returns or Exchanges: Contact us within 7 days of receiving your order to confirm eligibility.

Eligible Items

To be eligible for a return, merchandise must not be listed under our "Non-Returnable & Non-Exchangeable Items" category. The item must be in its original, unused, unwashed, and resalable condition, with all tags and packaging intact. This is required for hygiene reasons and to ensure the item can be restocked for resale. A proof of purchase (such as your order confirmation email) is necessary to verify the purchase and speed up the return or exchange process.

Accidental Selection Policy

If you accidentally select the wrong item during checkout, please note the following:

Return Eligibility: Returns for accidental selections may be possible within the standard return window. Please refer to our "Return & Exchange Window" for specific timeframes.
Condition: The item must be returned in its original, unopened, and unused condition with all tags and packaging intact.
Return Shipping Costs: Typically, return shipping costs are the customer's responsibility. In some cases, we may offer a courtesy return label for high-value items.
Restocking Fees: A restocking fee may apply, calculated as a percentage of the original purchase price, to cover processing costs. Any applicable fees will be clearly outlined in our return policy.
Important Note: Stricter return policies may apply for specific categories, such as electronics or hazardous materials, even in cases of accidental selection. We recommend double-checking compatibility information before purchase, and contacting customer support if you have any questions.
Exchange-Only Option: For accidental selection cases, exchanges are generally available, though this may vary by item category and stock availability.

Faulty or Incorrect Items

If you receive a faulty or incorrect item, please contact us within 24 hours of delivery with photo evidence. We’ll assist with returns, exchanges, or refunds as needed.

Non-Returnable & Non-Exchangeable Items

Certain items cannot be returned or exchanged due to hygiene, resale concerns, or other reasons. These include:

Hygiene Products: Swimwear, underwear, cosmetics, and other personal care items due to health and safety concerns.
Special Orders: Wholesale, bulk and trade orders, made-to-order items, custom-made products, and pre-orders.
Sale or Clearance Items: Typically considered "final sale" and cannot be returned or exchanged.
Price Adjustments: We do not offer price adjustments on any items, including those purchased during sales or promotional periods.
Items Damaged Through Wear and Tear: Products that show signs of normal use are not eligible for return.
Gift Cards: Gift cards cannot be returned for cash or credit but may be used towards a future purchase or exchanged for merchandise credit of equal value. Please contact customer support for assistance.
Gifts with Purchase: Returns are not accepted for any gifts received with a purchase.
Natural Variations in Handmade Products: Slight color, pattern, or finish variations due to the handmade nature of products are not considered defects. Returns are not accepted for these minor differences, but substantial deviations from the product description or images should be reported immediately.

Faulty Claims (Not Eligible for Return or Refund)

Time-Sensitive Delivery: Returns related to delays in delivery, especially for large bulk orders, international shipments, or orders placed close to major holidays, will not be accepted unless the delay is due to our error.
Incorrect Personalization: Ensure that all personalization details are accurate before placing your order. If an error is made, please notify us within 60 minutes of purchase. Orders will not be eligible for return or exchange if they were shipped as ordered.
Standard Shipping Expectations: Orders that select standard shipping but expect express delivery are not eligible for return or refund if the estimated delivery date is not met. However, if the delivery date is reached but the order has not been received, it is still protected within the 60-day window. A refund will be issued if the order is lost during transportation or cannot be delivered due to issues with a third party.
Unclaimed & Non-Deliverable Orders: We are not responsible for unclaimed or undeliverable orders resulting from incorrect or incomplete address details. Once shipped, the package is in the carrier's hands. If an incorrect address is provided, the package may either be returned to us or held by the carrier, typically for 7 to 14 days. After this holding period, if the issue remains unresolved, the carrier may return the package to us, mark it as unclaimed, or in some cases, destroy it. Customers are responsible for providing accurate address information at checkout, and any reshipment will incur additional shipping costs, which may be up to double the original fee. If the package is not returned to us or cannot be delivered due to address issues, you will not be eligible for a refund. Please ensure all address details are correct to avoid complications.

Additional Information

International Orders: Return policies may vary for international orders. Please reach out to customer support for specific details.
Gift Returns: Most gifts, including holiday merchandise, personalized items, and special orders, cannot be refunded. However, some gifts may qualify for merchandise credit or an exchange for a different item. For assistance, contact customer support.
Please do not refuse delivery. To ensure the most efficient processing of your return and refund, please accept the delivery and initiate your return through our return page to obtain a Return Merchandise Authorization (RMA).
Please inspect your package(s) carefully upon receipt and report any issues to us within the return period to allow us to resolve any potential problems before the return period expires.
Please note: If an item is missing from your order, please note that items may ship separately from different locations. You will receive a separate shipping confirmation email with tracking information for each individual shipment. Rest assured, you will only be charged for each item once it ships or is delivered electronically.

Why Certain Items Are Not Eligible for Return or Refund

Our return policy is crafted to ensure a fair and efficient shopping experience for all customers. However plbe aware that not all merchants accept returns. To uphold quality standards, certain items may not be eligible for returns or exchanges, as listed below.

Hygiene Products: Health and safety considerations prevent returns on personal items such as swimwear, underwear, and cosmetics, as returned items in these categories could expose others to contaminants or allergens.
Custom & Personalized Items: Custom-made, personalized, or special orders (including bulk and wholesale purchases) are made specifically for individual customers and cannot be resold. Processing returns on these items is costly and yields little resale value.
Promotional and Sale Items: To ensure the fairness and integrity of our promotional and sale events, we offer these items at reduced prices to provide the best value to our customers. However, to maintain consistent pricing and avoid potential misuse, we do not accept returns on sale or clearance items. This approach allows us to continue offering high-quality products at the best possible prices during promotions, while protecting the value of your purchases and ensuring a fair shopping experience for everyone.
International Orders: International returns involve substantial costs, including shipping fees, customs duties, currency conversion, extended transportation, transaction and processing costs, restocking fees, and increased operational requirements, such as additional paperwork, customs documentation, and tracking. These factors together make returns on international orders challenging for both parties. In certain cases, if a customer is willing to bear all associated costs, we may consider a return, though approval is not guaranteed. For more information, please contact our customer support team.
Gifts with Purchase: Gifts with purchase are provided as part of a promotion and are not intended for individual resale or exchange.
Non-Deliverable and Unclaimed Packages: If an incorrect or incomplete address is provided, resulting in failed delivery, the customer is responsible. Returned packages incur additional shipping fees, and unreturned packages cannot be refunded. This policy encourages accurate address entry.
Natural Variations in Handmade Products: Handmade products may have slight variations in color, pattern, or finish. While substantial discrepancies should be reported, minor differences are typical of artisan goods and contribute to their unique appeal.

General Return Process

Check Eligibility: Verify if your order qualifies for a return according to our return policy.
Contact Us: Reach out to customer support for a Return Merchandise Authorization (RMA) number. Once your return is processed, you will receive an email within 48 hours containing your RMA (Return Authorization Number), return shipping label, and further instructions.
Packaging: Repackage the item(s) in original packaging with all accessories, documentation, and tags. Make sure the return shipping label is securely applied to the box, and avoid covering any warning labels, such as the battery warning label (if applicable).
Shipping: Please ship the return using a trackable shipping method and provide the tracking number. Kindly note that you are responsible for the return shipping costs, whether the shipping label is issued by us or if you ship it independently.
Restocking Fees: Unless we ship the wrong product(s) or the product(s) are not as described, returns, if accepted, will be subject to a restocking fee as follows: 10% for items valued at $50 or less, 15% for items valued at $100 or less, 20% for items valued over $100, and 25% for all special orders and shipments from Europe. Return shipping, handling fees, and any applicable VAT or duties will also be deducted from the refund.
High-Value Items: For high-value returns, we recommend using our return label or purchasing insurance for protection.
Tracking: Use a trackable shipping service and share the tracking number; we are not responsible for lost or damaged return packages.

Exchange Process

To quickly get the item you want, we recommend returning the purchased item and selecting the variant you'd prefer for exchange. Once your exchange request is approved, we will ship the replacement item to you. This ensures you receive the correct product in the fastest time possible.

Contact Us: Reach out to our customer support team to initiate an exchange and obtain an RMA number. They will confirm the availability of your desired exchange item.
Pack Your Return Securely: Ensure the item is packed securely in its original packaging (if possible) to prevent damage during transit.
Ship Your Return: Use a trackable shipping service and keep the tracking number for your records. For valuable items, we recommend insuring the return to protect against loss or damage.
Exchange Processing: Once we receive and verify the returned item, we will process your exchange request. This typically takes 5–7 business days.
Exchange Shipping: If the exchange item is available, we will ship it to the original shipping address. You won’t be charged additional shipping if the new item is of equal or lesser value. However, if the new item is more expensive, you may be responsible for the price difference.

Timeframe for Processing Returns and Exchanges:

Your return or exchange will be processed within 5-7 business days of arrival at our warehouse. Please allow up to 3 weeks or more for transit and processing, depending on the destination and shipping method. You will receive an email notification once the process is complete.

Refunds:

Eligibility: Refunds are available only for returned items and do not include shipping costs.
Refund Method: Refunds will be issued to the original payment method or as a gift card. If you are a gift recipient, you may choose to refund the purchaser or receive a gift card.
Refund Timeframe:
- Refunds to the original payment method are available within 14 days of receiving the order.
- After 14 days and maximum 30 days, refunds for accepted returns will be provided as gift cards.
- Most refunds will appear in your original payment method within 3 to 5 business days, but international refunds may take up to 10 business days.
- Digital gift cards will be sent to the provided email address and may take up to an hour to arrive.
Fraud Prevention: If we suspect a return or refund request is fraudulent, abusive, or excessively repetitive, we reserve the right to decline it, and no return or refund will be processed.

Full Refund Criteria:

A full refund will be issued if the item meets our return criteria, and you choose a refund instead of an exchange.

Eligibility Criteria:

The item must be returned in its original, unopened, unused condition, with tags attached and packaging intact.

Refund Process:

Refunds are processed within 3–7 business days once the return has reached our warehouse and meets the return requirements. Refunds will be issued to the original payment method.

Hygiene and Safety Exceptions:

Some items may not be eligible for a full refund due to hygiene concerns or health and safety regulations (e.g., swimwear, hygiene products). Exceptions may apply depending on the specific situation.

Damaged or Incorrect Items:

If you receive damaged or incorrect products (e.g., swimwear or hygiene items), we will offer a full refund or exchange if the error is on our part.

Alternative Solutions:

In cases where a full refund is not possible, we may offer store credit or an exchange for a similar item.

Case-by-Case Evaluation:

We assess each return individually, ensuring a fair solution for all customers while upholding our policies.

Available Refund Solutions:

Refund to the original payment method.
Refund to store gift card.
Refund to store discount.

How Soon Will I Get My Refund?

Once we receive your returned order and verify its condition, we will begin the return process within 72 hours. After your return has been processed, you will receive a refund notice. It generally takes 3-7 business days or sooner for the refund to be credited back to your original payment method, but some banks may take up to 2 weeks. If you choose store credit, it will be issued within 24 hours.

VIP Customers: Refunds will be processed immediately after your return request is reviewed and approved.

If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us immediately so we can assist you.

International Orders Shipped from Outside Canada

If your shipping destination is outside Canada, or if the item is being shipped from another country to Canada, please be aware of the following return and refund conditions for international orders:
Refundable Amount and Deductions: Shipping and return shipping costs paid independently are non-refundable. Gifts included with the order, being custom-made items, are non-returnable and non-refundable. The cost of producing and shipping any gift, as well as related expenses, will be deducted from the refund. Additionally, any prepaid duties, customs fees, VAT charges, and other associated costs will be deducted from the refund.
Restocking Fees: Restocking fees are typically calculated based on the price of the individual item being returned, not the total order value. However, in some cases, businesses may calculate the fee based on the total order value, especially if multiple items are involved. Here’s how our restocking fees are applied:
- 10% for items valued at $50 or less
- 15% for items valued at $100 or less
- 20% for items valued over $100
- 25% for all special orders and shipments from Europe, regardless of value
Restocking fees are applied to each individual item, excluding taxes and shipping costs. For example, if an item costs $100 and the restocking fee is 15%, the fee would be $15. VAT, duties, and other associated costs will also be deducted from the refund. Shipping costs are non-refundable. If a free gift was issued with the order, the gift cannot be returned, and the cost of the gift will be deducted from the refund. If the gift was shipped separately, the shipping cost for the gift will also be deducted.
Eligible Items: Only items that meet our return eligibility criteria and are approved for return will be refunded, minus any associated costs. Refunds will be processed within 3–5 business days or sooner after the return has reached our warehouse, excluding weekends and holidays. The item must be returned in its original, unopened, and unused condition, with all tags and packaging intact.
Return Shipping: Customers are responsible for the cost of return shipping for international orders. We recommend using a trackable shipping method and ensuring the item is well-packaged to prevent damage during transit.
Return shipping costs: These are determined by factors such as the order's value, size, destination, and whether standard or express shipping is selected. We may apply our discounted shipping rates to your return. If a pre-paid return label is not available (which is rare), or if you choose to cover the return shipping costs independently, please be aware that the cost may exceed our initial estimate. In such cases, the return shipping charges will vary based on the specific circumstances but are likely to be higher when quoted by your local post office. While we absorb the shipping costs when the product is initially sent to you, we are unable to cover return shipping costs unless the return is due to our error, as doing so would result in substantial losses.
Customs, Duties, and Taxes: International returns may incur additional costs such as customs, duties, taxes, and transaction fees. These fees are the customer’s responsibility and will be deducted from the refund amount.
Currency Conversion: Currency fluctuations may affect the refunded amount when returning international orders. The final refund will be based on the exchange rate at the time the return is processed.
Complexity of International Returns: Due to the costs and logistics involved in international returns, including paperwork, customs documentation, and tracking, these returns may be less feasible. The return process could incur additional fees, and in some cases, the return may not be possible.

Return Shipping Options:

Express Return: For a faster refund process, we recommend choosing express shipping, which allows quicker processing once the item reaches our warehouse.
Standard Return: Customers may also select standard return shipping, either through us (if available) or independently. When we arrange the return shipping, the actual rate applies and may differ from any initial discounted shipping cost. Customers choosing independent shipping cover the cost themselves.
Insurance Recommendation: We strongly recommend insuring return shipments, as we are not liable for lost or damaged packages. Refunds are only processed when the returned items reach our warehouse.
Processing Timeline: Refunds are processed once the return reaches our warehouse. Express shipping is recommended for faster processing.
Non-Returnable Orders: Some special and international orders shipped from outside Canada may not be eligible for returns due to vendor policies.

If we make an error in pricing information, we reserve the right to cancel your order, even if it has been confirmed or your credit/debit card has been charged. In such cases, we will promptly issue a credit to your account for the full amount charged.

Starting online returns is easy

Visit this link: https://www.treselite.com/apps/return

Enter your email address and verification code to sign in.
Go to your order history, select the order and items you want to return or exchange, and follow the simple steps.
Complete the return request and submit.
Once your request is approved, you'll receive email notifications with shipping guidelines.

We reserve the right to update or modify this return policy at any time. We recommend reviewing this policy periodically for updates. Failure to follow these steps may result in the return being refused. Please be aware that customers assume the risk of loss or damage for any packages returned without an RMA.

Contact Us

We encourage you to contact our customer support team to discuss your situation. They will explore possible solutions based on the specifics of your return. If we are offline, please provide as much detail as possible about the reason for your return and whether your product is eligible for return. Incomplete information may cause delays, as we need all necessary details to process your request.