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Returns & Exchanges Policy:
Our Commitment to Confidence
We are committed to the quality and unique nature of every item we sell. We strive to make your return or exchange experience as simple and friendly as possible. Please read the terms below, as the process varies slightly based on the unique category of your purchase.
1. General Return Window
We offer a 30-day return window from the date of delivery for all products (excluding custom orders—see below). If you are not completely satisfied, please notify us within this period to initiate a return.
2. Product-Specific Return Terms
The condition of the returned item is paramount, especially given the unique nature of our collections.
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Product Category/Return Condition & Notes
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Treeless Accessories (Watches, Sunglasses, etc.) Items must be returned unused, undamaged, and in their original packaging with all tags and protective films intact. We cannot accept returns on items that show any signs of wear.
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The Cane Collection (Canes & Walking Sticks) Items must be returned in the original, sellable condition. Minor cosmetic wear from brief indoor handling is permissible, but any damage that impacts the cane’s structural integrity or finish will lead to a refusal or restocking fee.
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Strand & Co. Restoration Lighting Unique Value & Inspection: These restored vintage pieces are one-of-a-kind. Returns are accepted only if the light is in the exact condition it was delivered. Due to the high value and safety check required, all lighting returns will undergo a mandatory technical inspection upon return.
3. Exchanges & Refunds
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Exchanges: If you wish to exchange a Treeless Accessory or Cane for a different colour or style, please contact us first. The exchange is dependent on current stock availability.
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Refunds: Once your returned item is received and inspected (typically within 3-5 business days), we will process your refund back to your original payment method. Please allow up to 10 business days for the funds to appear in your account.
4. Custom & Special Orders
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Final Sale on Custom Work: Items that have been custom-finished, engraved, or modified to your specific request (e.g., custom cane height, bespoke lamp wiring/colour) are considered final sale and are not eligible for a return or exchange, unless they arrive damaged or defective.
5. Initiating a Return
To start a return, please send an email to info@treelessgroup.com with the following information:
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Your Order Number.
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The name of the item(s) you wish to return.
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The reason for the return (helpful for our quality control).
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We will then provide you with the necessary return shipping instructions and address. Customers are responsible for return shipping costs. We highly recommend using a trackable and insured shipping service, especially for high-value restored lighting.
