Refund policy

TREEMERS will cover the shipping costs if the order received is defective or has been configured incorrectly.

Returns due to damage in transit or shipping errors

If, at the time of delivery, it is clearly visible, without having to handle the shipping packaging or the product's own packaging, that a product has defects caused by damage in transit or, in the same way, that the goods received are not what was ordered, the Customer must note this on the delivery note together with the carrier's signature and notify TREEMERS within 24 hours of receiving the order. We will tell you how to proceed so that you can request the return of the affected product(s) and their replacement with a new one or a refund of the price paid. In these cases, TREEMERS will cover the return costs. If no such reservations are made, TREEMERS will consider that the delivery was correct.

Damage caused in transit that is only noticeable after unpacking the product must be reported within the first 24 hours after receiving the order in the manner indicated above, stating the order number and the damage to the product, and requesting the return of the affected product and its replacement with a new one or a refund of the price paid. TREEMERS will examine it and let you know whether you are entitled to a replacement. Items that are not in the same condition in which they were received, or that have been used beyond simply opening the product, will not be accepted for return. The return or replacement of the item will be carried out as soon as possible and, in any case, within 30 days of the date on which we send you an email confirming that the return or replacement of the non-conforming item is approved.

Communications
For any communication or incident related to the website, you can contact TREEMERS by email at roots@treemers.com or through customer service by phone or WhatsApp: +34 609 46 96 28

TREEMERS will communicate with the user using the details provided when registering on the website. Applicable regulations require some of the information or communications we send you to be in writing. You therefore expressly accept the use of email as a valid means of sending all communications related to the use of the website, acknowledging for contractual purposes that any communication sent to you by TREEMERS for these purposes meets the legal requirement of being in writing. All of the above is without prejudice to the rights granted to the user by law. TREEMERS declines all responsibility for the consequences of the customer's email address not working or not being communicated, as well as for any lack of information claimed by the customer resulting from a failure to keep this information up to date and active.