Delivery & Returns Policy

Delivery Policy

 

Orders placed via our website shall be accumulated and processed every Monday and Thursday. Only orders with confirmation of payment via Paypal, Braintree, or debit/credit card reflecting in our respective accounts shall be processed.

Delivery will be handled via various channels depending on the size and value of the order. Raintree strives to ensure that all online orders made through our website shall be delivered within 4 business days after being dispatched, subjected to stock availability and other factors.

Special Orders

Certain special orders, including customized products, wholesale orders, special configurations, require varying order lead times. Please contact us for further information.

 

Return & Refund Policy

Please ensure you read the returns policy in its entirety.

Returns

To be eligible for a return, your item must be unused and in the same condition that you received it, in its original packaging. To complete your return, we require a receipt or proof of purchase. Any item not in its original condition, is damaged or missing parts for reasons not due to our error shall not be eligible for return.

Incorrectly Supplied Items

If you receive incorrectly supplied goods, we will offer a prompt replacement, refund or alternative item to the same value. Contact us within 30 days via email including a picture of the incorrect goods, quoting your order number, and we will arrange for the uplift of incorrect goods and replacement of correct goods. The returned goods must remain sealed and in its original condition.

Defective or Damaged Goods

Please ensure you inspect any goods prior to signing for delivery acceptance. Any visible damage whatsoever should be noted and the delivery signed for as damaged. If an inspection is not possible please ensure you sign for goods ‘unexamined’ allowing us to lodge claims with our delivery partners. Please email us a photo of the damaged goods. This will enable us to deal with your issue promptly.

Damaged or defective goods should be reported to us within 1 business day of receiving the delivery. Please quote your order number to allow us to find your details efficiently. We will arrange for the uplift and inspection of goods. Should we, upon receipt of items be satisfied as to the alleged defects we will either replace the goods or arrange a refund of the full value of the goods. Raintree will absorb redelivery postage costs for defective or damaged goods. We advise you return goods using special/Registered Mail or Express Courier. Raintree will not be held responsible for any uninsured items lost in transit. Please ensure you obtain documentary mailing slip as proof.

Returns

We endeavour to provide as much information on our products as possible to allow customers to make an informed decision for purchases.

Our returns policy lasts 21 days from the order date. To facilitate this, e-mail us quoting your order number, and specifying the reasons for the return. If we are satisfied for the reasons of your request to return the goods, we will notify you via email. The returned goods must remain sealed and in its original condition.

The items should then be returned by Registered Mail OR Courier Delivery and ensure you obtain documentary mailing slip as proof. Please note that we do not cover return postage costs.

Refunds on Returns

We will endeavour to deal with any refunds in a prompt manner. We will issue refunds to the Paypal account OR debit/credit card used to place the order, once we receive the returned goods.

Force Majeure

Raintree will not be liable for any delay in performance of its performance or its obligations if and to the extent such default or delay is beyond its reasonable and foreseeable control, or the control of our suppliers, subcontractors or delivery partners, which delay or make it impossible or commercially unreasonable to perform our obligations including, but not limited to, any “act of God,” fire, flood, earthquake, hurricane, tsunami, health epidemic, elements of nature or acts of God; wars, terrorist acts, site-specific terrorist threats, riots, civil disorders, rebellions or revolutions; strikes, or other cause beyond our control and without our fault or negligence (a “Force Majeure Event”).  In the event of a Force Majeure Event, Raintree will be excused from further performance or observance of the obligation(s) so affected for as long as such circumstances prevail. Raintree will, as quickly as practicable under the circumstances, notify the customer of any Force Majeure Event.

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