Cancellation, Return and Refund
Almost everything we sell is produced to order for a single customer and cannot be resold. This policy is built around that. Read the part that applies to your order.
Cancellation
- Stock items: cancel free within 12 hours of ordering, or before dispatch, whichever comes first. Email support@tribegreengifts.com with your order ID.
- Stock items after 12 hours and before dispatch: cancellation carries a 5 percent restocking charge, along with any payment gateway charge.
- Customised items: cancellation is possible only before you approve the artwork proof. After approval the order is in production and cannot be cancelled, amended or refunded.
- After dispatch: no cancellation. Where the shipment returns to us, freight both ways plus the restocking charge is deducted from anything refundable.
- Where we cancel for stock, pricing or serviceability reasons, you are refunded in full. That is the only full-refund route once production has begun.
What we accept back
- The product arrived damaged or defective
- The wrong product or the wrong quantity was supplied
- The branding does not match the artwork you approved
- An item is missing from the shipment
The product must be unused, in original packaging, with tags, inserts and accessories intact. Otherwise, we can’t accept the product back.
What we do not accept back
- Customised, personalised, logo-printed, engraved and made to order products, unless damaged, defective or wrongly supplied
- Bulk corporate orders, unless there is a manufacturing defect or transit damage
- Edible items, perishables, plants and hampers containing them, once delivered
- Variation in colour, print shade, engraving, stitching, finish or packaging, which is inherent to manufacturing
- A delivered quantity within the 5 percent tolerance stated in our Terms
- Spelling, artwork, placement or specification errors carried in a proof you approved
- Change of mind, or the wrong item, size, colour or quantity selected by you
- Damage caused after delivery by handling, storage or misuse
- An occasion or event that has passed
- Anything raised more than 24 hours after delivery
- Orders refused at the door, or undelivered because of an address you supplied
How to raise a claim
Email support@tribegreengifts.com or call 9063 09 9063 within 24 hours of delivery with the order ID, photographs and an unedited unboxing video for damage or shortage. We acknowledge within 72 hours and confirm the outcome within 7 working days of verification. Keep the product and packaging in original condition until the claim closes, since we may need to arrange an inspection or a pickup. Claims without the video, or outside the window, are not entertained.
Resolution and refunds
- A valid claim is settled by replacement or credit note, at our option. Refund applies only where neither is workable, since these goods are branded and cannot be resold.
- On a partial defect in a bulk order, only the affected units are replaced. The order is not reopened.
- Reverse pickup on a valid claim is arranged and paid by us. Anything returned without our written confirmation is not accepted and not refunded.
- Approved refunds are initiated within 3 working days and reach the original payment method in 7 to 10 working days, subject to your bank.
- Shipping already incurred is not refunded. Payment gateway charges are deducted where the gateway does not reverse them.
