Refund policy

Last updated: November 14, 2026

1. Your TreeHalo order

This policy covers TreeHalo ring lights, bundles and add-ons ordered from November 14, 2026. Earlier orders retain the policy and any more favourable commitments in force when purchased.

2. Cancellations: 7 days, before dispatch

  • You may request a change-of-mind cancellation within 7 days of ordering, provided the order has not been dispatched.
  • Please contact TreeHalo immediately with your order number. We will confirm the status and cancellation in writing.
  • After dispatch, change-of-mind cancellations are not available. This does not limit cancellation or refund rights under applicable law, including where we cannot supply your order.

3. Change-of-mind returns and exchanges

  • We do not offer change-of-mind returns or exchanges after dispatch, including for an unwanted item or incorrect bundle choice.
  • Check the product description, tree dimensions, power requirements and installation instructions before ordering.
  • This restriction does not apply to faulty, unsafe, incorrect or materially misdescribed goods, or statutory cooling-off and withdrawal rights. We honour applicable withdrawal rights, including those for eligible UK and EEA distance purchases.
  • Using or installing a product does not automatically remove rights relating to a fault.

4. Damaged, faulty or incorrect items

  • Please report visible delivery damage or incorrect items within 7 days if possible so we can investigate promptly. This is not a deadline for consumer-law claims.
  • contact TreeHalo with your order number and a description. Photos or video of the item and packaging help; contact us if you cannot provide them.
  • We assess the issue and provide the remedy required by law. Under Australian Consumer Law, a major failure gives you the choice of refund or replacement; minor failures may be repaired within a reasonable time.
  • We cover reasonable return costs for confirmed faults or incorrect items. Ask for return instructions before sending anything.
  • You can deal directly with TreeHalo. Consumer guarantees are not limited to 7 or 30 days.

5. Lost, missing or undelivered parcels

If a parcel is late, missing or marked delivered but cannot be found, contact TreeHalo promptly with your order and tracking details. We will investigate with the carrier and provide an appropriate resolution. You do not need to wait 30 days to ask for help. A delivered scan does not override your legal rights.

Address errors you supplied may result in reasonable redelivery costs; contact us to discuss the options.

6. Free gifts, bundle perks and add-ons

Free gifts have no separate cash redemption value. If a bundle is cancelled or returned, contact us about associated gifts. We will not deduct the advertised value of free gifts from a statutory refund.

Gift eligibility and contents are stated on the product page and order confirmation. Optional Mystery Gifts are surprise items; change of mind about their contents is not a return reason, subject to applicable law and the description supplied.

Paid priority shipping is refundable if we cancel before dispatch or fail to provide the purchased service, as required by law. Other shipping and add-on refunds depend on the reason and applicable rights. Bundle perks do not replace consumer guarantees.

7. Approved refunds

Approved refunds go to the original payment method. We aim to process them within 5–10 business days after approval, or sooner where required by law. Your payment provider may take additional time to display the credit.

8. Payment disputes

Please contact TreeHalo first so we can try to resolve your concern. You retain the right to contact your bank, payment provider or consumer authority. Relevant order, payment, dispatch, tracking and communication records may be provided to a payment provider handling a dispute under our Privacy Policy and applicable law.

9. Your consumer-law rights

Nothing in this policy excludes, restricts or modifies rights or remedies that cannot lawfully be excluded, including under the Australian Consumer Law and mandatory protections in your country. Where a term conflicts with those rights, statutory rights prevail.

10. Contact

For cancellations, returns, refunds or order support, contact TreeHalo with your order number. See our Shipping Policy for delivery information.