eTree.pk Return and Cancellation Policy

1. Scope & Applicability

1.1 Scope:
This policy governs order cancellations and returns for all products purchased from eTree.pk, except for those items damaged during shipping. Orders damaged during transit are exclusively covered under our product warranty and insurance; please refer to the relevant warranty information for those cases.

1.2 Applicable Situations:
This policy applies when:

  • A customer who has paid for an order wishes to cancel the order (prior to, or after shipment, subject to our approval).
  • A customer wishes to return the product (plants) for reasons other than shipping damage.
  • The product is out of stock or is undeliverable to the requested delivery area after payment.

2. Refund Method & Store Credit Terms

2.1 No Cash Refunds:
eTree.pk does not offer cash refunds. Instead, approved cancellations and return requests will be credited as store credit.

2.2 Store Credit Bonus:
The store credit will be issued at a 5% increment on the total ordered amount, calculated on the product’s purchase price (discounts, if any, are excluded). For example, if your order amount is PKR 10,000, a store credit of PKR 10,500 will be provided.

2.3 Validity:
All issued store credits remain valid for a period of 1 year from the date of issuance and are non-transferable.

3. Return Process & Customer Responsibilities

3.1 Initiating a Return/Cancelation:

  • Customers must notify eTree.pk via our customer support email or return request form on the website at the time of cancellation or within a reasonable timeframe if returning a product.
  • Requests must be processed before the plant is subjected to any further handling at our facility.

3.2 Return Shipping:

  • The customer is responsible for returning the product to our facility.
  • All costs incurred in returning the plant (including packing and shipping charges) are the sole responsibility of the customer.
  • We strongly advise that the product be securely packaged to prevent any damage in transit. eTree.pk is not liable for any damage that occurs while the plant is with the customer during the return shipment.

3.3 Product Condition Requirements:

  • General Returns: Returned plants must be in the same condition as received—that is, unused, undamaged, and in their original packaging.
  • Inspection: Upon receipt at our facility, if the plant is found to have any damage that was caused after delivery (e.g., during the return process), no store credit will be issued.
  • Customized Orders: For any customized orders (e.g., pot upgrades, stickers, etc.), cancellations or returns are not accepted, except where the plant is damaged during shipping. In such cases, a replacement will be issued following verification via our warranty process.

4. Exclusions & Special Circumstances

4.1 Shipping Damage:

  • Orders damaged during shipping are not eligible under this policy. Please refer to our product warranty terms and our insurance process for these issues.

4.2 Final Sale Items:

  • Any items designated as “final sale” or explicitly noted as non-returnable at the time of purchase are excluded from this policy.

4.3 Customized Orders:

  • As noted, all customized orders are non-returnable and non-refundable, except in cases where damage occurs in transit; in such events, a replacement will be provided.

5. Dispute Resolution and Governing Law

5.1 Governing Law:
This policy is governed by and shall be construed in accordance with the laws of Pakistan. Any disputes arising out of or related to this policy shall be subject to the exclusive jurisdiction of the courts of Pakistan.

5.2 Consumer Rights:
While our policy provides for store credit instead of cash refunds, it is designed to comply with applicable consumer protection laws in Pakistan. Customers are encouraged to review all terms carefully and contact us for any clarifications.

6. Final Provisions

6.1 Policy Updates:
eTree.pk reserves the right to amend or update this policy from time to time. Customers will be informed of major changes via our website and customer communication channels.

6.2 Acceptance:
By placing an order with eTree.pk, you agree to the terms and conditions of this Return and Cancellation Policy.