Refund policy

Return and Refund Policy

1. Returns & Exchanges

At AO Treehouse, we want you to be fully satisfied with your purchase. However, due to the nature of our products, we only accept returns or exchanges under the following conditions:

  • Defective or Damaged Items: If you receive a defective or damaged item, please contact us within 7 days of delivery with clear photos of the issue and your order number. We will offer a replacement or refund based on product availability.
  • Incorrect Items Received: If you receive the wrong item, please contact us within 7 days with a photo of the received item and your order details. We will send the correct item or issue a refund.
  • Exchanges: We only accept exchanges for defective, damaged, or incorrectly shipped items. We do not accept exchanges for personal preference reasons.

💡 Tip: To ensure a smooth return/exchange/refund process, we highly recommend recording an unboxing video when opening your package. This will help verify the product's condition.

2. Non-Returnable & Non-Refundable Items

We do not accept returns or refunds for:

  • Returns due to change of mind or personal preference.
  • Limited edition, pre-order, or custom-made items.
  • Used or opened products (unless defective or incorrect).
  • Digital products and gift cards.
  • Shipping costs are non-refundable.

3. How to Request a Return or Refund

To initiate a return or refund request, please follow these steps:

  1. Contact us at [your email/contact page] within 7 days of receiving your order.
  2. Provide your order number, photos of the issue, and a brief explanation of the problem.
  3. If you have an unboxing video, please include it to help speed up the resolution process.
  4. If your request is approved, we will provide further instructions.
  5. Refunds will be processed within 7-10 business days after approval and will be credited to your original payment method.

4. Order Cancellation Policy

  • Orders can be canceled at any time before shipment.
  • Once an order has been shipped, cancellations are no longer possible.

5. Lost or Stolen Packages

  • We are not responsible for lost, stolen, or misdelivered packages due to incorrect address input. Please ensure your shipping address is accurate before placing an order.
  • If your package is marked as "delivered" but you have not received it, please contact your local courier service for further assistance.

For any questions or concerns, please reach out to us at AOTreehouse@gmail.com

💙 Thank you for supporting AO Treehouse! 💙