Customer satisfaction is very important, and we will be happy to respond to any questions or concerns you have. Refunds are considered on an individual basis. Refunds will be issued only due to damage (please contact us immediately) once merchandise is returned to us. We are happy to work out a settlement with the shipper...usually UPS and will issue a full refund, providing their requirements for a damage claim are fulfilled. Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value. Return shipping is your responsibility and that amount will not be refunded. There is, however, NO RETURNS ON CUSTOM WORK. Please keep this in mind when you custom order items. I do not accept exchanges or cancellations. If using our trees for outside use, just know that the weather will damage the product over time, and we will not issue a refund for that.
