Politique de remboursement

Return & Refund Policy – Tree of Life Grocers

Last Updated: March 2026

Thank you for shopping with Tree of Life Grocers. We are committed to providing high-quality grocery, specialty food, and personal care products. Because many of our products are consumable, perishable, or hygiene-sensitive, our return policy follows strict quality and safety standards while complying with applicable consumer protection laws.

1. Order Inspection & Quality Assurance

All items sold by Tree of Life Grocers undergo strict quality control before shipment.

Before an order is dispatched:

• Products are physically inspected for quality and condition
• Photos and documentation may be taken for quality assurance and fraud prevention
• Packaging is checked to ensure the product leaves our facility in proper condition

By placing an order, customers acknowledge that the items were inspected and approved for shipment prior to dispatch.

2. European Union Consumer Rights (14-Day Cooling-Off Period)

If you are located in the European Union, you have the legal right to cancel your order within 14 days of receiving your goods, without providing a reason.

To exercise this right:

• You must notify us within 14 days of delivery
• The item must be unused, unopened, and in its original packaging
• The product must be returned in resaleable condition

Customers then have 14 additional days to return the item after notifying us.

3. Non-Returnable Items (EU Legal Exceptions)

Under Article 16 of the EU Consumer Rights Directive, the following items are not eligible for return once opened or unsealed for health, hygiene, or safety reasons:

• Food and grocery items
• Perishable goods
• Consumable products
• Personal care and hygiene products
• Health and wellness products
• Items sealed for hygiene reasons once opened
• Gift cards
• Customized or personalized products
• Clearance or final-sale items

For hygiene and safety reasons, opened consumable goods cannot be accepted for return.

4. Condition of Returned Goods

To qualify for a refund:

• Items must be unused
• Items must show no signs of wear, damage, alteration, or tampering
• Items must be returned with all original packaging, labels, and seals intact

We reserve the right to deny refunds or apply partial refunds if returned items show signs of use, wear, missing packaging, or damage caused after delivery.

5. Return Shipping Responsibility

Unless the return is due to a verified fulfillment error, the customer is responsible for all return shipping costs.

Tree of Life Grocers does not reimburse return shipping fees.

Customers are responsible for ensuring the safe return of items. We recommend using tracked and insured shipping services, as we are not responsible for items lost during return transit.

6. Return Address

All approved returns must be sent to:

ATTN: Mia Pruitt
355 S Grand Avenue
Suite 2450
Los Angeles, CA 90071
United States

Returns sent without prior authorization may not be accepted.

7. Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.

Please include:

• Your order number
• A description of the issue
• Clear photos of the product and packaging

Once reviewed, Tree of Life Grocers may provide one of the following remedies at our discretion:

• Replacement product
• Store credit
• Refund

Claims submitted without adequate documentation may not be approved.

8. Shipping & Carrier Responsibility

Once an order is transferred to the shipping carrier, delivery timing and handling are outside our direct control.

Tree of Life Grocers is not responsible for:

• Shipping delays caused by carriers
• Customs processing delays
• Weather or logistical disruptions

Customers may purchase optional shipping protection during checkout, which provides additional coverage for loss or transit damage.

9. Lost Packages

If a shipment appears lost in transit, we will assist customers in filing a carrier claim where applicable.

Refunds or replacements for lost shipments may depend on:

• Carrier investigation results
• Shipping protection coverage
• Proof of delivery documentation

10. Refund Processing

Approved refunds will be issued to the original payment method within 5–10 business days after we receive and inspect the returned item.

Original shipping fees are non-refundable unless required by law.

11. Fraud Prevention & Abuse

Tree of Life Grocers reserves the right to refuse refunds, cancellations, or returns if:

• Fraudulent activity is suspected
• Excessive returns are detected
• Items are returned used or altered
• Evidence contradicts the customer's claim

We maintain internal records of order condition and shipment documentation for dispute resolution.

12. Policy Updates

Tree of Life Grocers reserves the right to modify this policy at any time. Updates will be posted on this page with a revised effective date.

13. Payment Disputes & Chargebacks

Tree of Life Grocers maintains detailed documentation of all transactions, including shipment tracking, fulfillment records, and quality assurance documentation prior to dispatch.

By completing a purchase through our store, customers agree to contact Tree of Life Grocers directly to attempt resolution before initiating a payment dispute, chargeback, or claim with their payment provider.

If a chargeback or dispute is initiated without first contacting us:

• All order documentation, inspection records, shipment tracking, and delivery confirmation will be submitted to the payment processor
• We reserve the right to dispute the claim in full with the payment provider

Fraudulent chargebacks may result in:

• Order cancellation
• Refusal of future service
• Reporting to fraud prevention networks used by payment processors and merchants.

Tree of Life Grocers reserves the right to pursue recovery of losses resulting from fraudulent payment disputes.

15. Fraud Prevention & Abuse Policy

Tree of Life Grocers takes fraudulent return claims seriously.

We reserve the right to deny refunds or returns if:

• The returned item shows signs of use, wear, or tampering
• The item is returned without original packaging or seals
• The item differs from the product originally shipped
• Evidence contradicts the customer's claim
• Excessive or suspicious return activity is detected

All products are inspected, documented, and may be photographed prior to shipment for fraud prevention purposes.

Customers returning items that do not meet our return requirements may:

• Receive a partial refund
• Have the return rejected
• Be required to pay additional shipping costs if they wish the item returned back to them.

Tree of Life Grocers reserves the right to refuse service to customers engaging in abusive purchasing or return behavior.

Fraud Prevention & Abusive Customer Policy

Tree of Life Grocers maintains strict internal procedures to prevent fraudulent claims, abusive return behavior, and payment disputes.

We reserve the right to deny refunds, restrict service, or cancel orders if we reasonably believe that a customer is attempting to misuse our return or dispute policies.

Examples of prohibited conduct include:

• Excessive or repeated refund requests
• False claims regarding product condition or delivery status
• Returning items that have been used, altered, or tampered with
• Filing payment disputes without contacting our support team first

Tree of Life Grocers maintains shipment documentation, inspection records, and order tracking information to assist with fraud prevention and dispute resolution.

Customers found engaging in abusive purchasing or return activity may have future orders cancelled or accounts restricted.

15. Supplier Liability & Product Sourcing

Tree of Life Grocers sources certain products from third-party manufacturers, wholesalers, and suppliers. These suppliers are responsible for the manufacturing, formulation, labeling, and regulatory compliance of the products they produce.

Tree of Life Grocers does not manufacture the majority of products offered on this website and therefore cannot guarantee the actions or omissions of third-party suppliers.

By purchasing from our store, customers acknowledge that:

• Product ingredients, materials, and manufacturing processes are determined by the original manufacturer
• Tree of Life Grocers relies on supplier documentation and certifications when offering products for sale
• Any claims related to manufacturing defects, contamination, or formulation may be directed to the manufacturer where applicable

Tree of Life Grocers reserves the right to cooperate with manufacturers and insurers when investigating product-related claims.

16. International Shipping, Customs & Import Duties

Orders shipped outside the United States may be subject to import duties, VAT, customs fees, and other local taxes imposed by the destination country.

Customers are solely responsible for:

• Any customs duties or import taxes
• VAT or other local tax obligations
• Customs clearance procedures required by their country

Tree of Life Grocers has no control over these charges and cannot predict their amount.

If a shipment is refused by the customer due to unpaid duties or customs requirements, the order may not be eligible for a refund unless the package is successfully returned to us in its original condition.

Shipping fees, customs fees, and return shipping costs associated with refused shipments may be deducted from any applicable refund.