This policy governs the cancellation of orders and the procedure for requesting a replacement or refund for products purchased from My Tree Enviros.

1. Order Cancellation Policy

Pre-Shipment Cancellation: You may cancel your order for a full refund (100% of the order value) provided the order has not yet been shipped. Once your order has been marked as shipped or dispatched, it cannot be cancelled.

How to Cancel: To request a cancellation, please get in touch with our Customer Support Team immediately with your Order ID via email at communication@mytree.care or phone at +91 89777 30561.

Refund for Cancellation: If the cancellation request is approved, the full refund will be initiated immediately and typically processed back to the original payment source within 5–7 working days.

2. Replacement and Refund Policy (Post-Delivery)

Due to the perishable and delicate nature of live plants, our policy focuses primarily on replacement for products that are damaged in transit.

A. Eligibility for Replacement (within 10 days of delivery)

Replacement claims must be raised within 10 days of the delivery date. We offer replacement or reshipment for the following conditions:

Live Plants (Trees & Saplings): Replacement is available only if the plant is severely damaged upon arrival and is deemed not curable. This includes:

• Completely uprooted from the soil.
• Major stems or branches are completely broken.
• The plant is completely dried out upon arrival.

Note: Minor leaf damage, slight wilting, or soil spillage is normal during transit and does not qualify for a replacement, as these issues are typically resolved with proper watering and care.

Non-Plant Products (Planters, Tools, Supplies): Replacement is available only if the product has visible damage, such as:

• Visible cracks or breaks on planters.
• Manufacturing defects or non-functional parts.

Incorrect or Missing Items: If you receive a wrong product or if parts/items are missing from your order, we will reship the correct item(s).

B. Claim Procedure & Proof of Damage

• Contact: Raise a concern by contacting our Customer Support Team within the 10-day window.
• Visual Proof: Clear, high-resolution photographs or a short video demonstrating the damage to the plant or product, especially in the original packaging.
• Empty Box Claim: If the package received is empty or contains missing items, a video recording of the package being opened (unboxing video) is mandatory for us to process a reshipment/refund.

C. Return of Products

My Tree Enviros generally does not require the return of live, damaged plants.

For damaged non-plant products, we will instruct the customer if a return is necessary. Approved replacements will be delivered within 7–10 working days from the date the claim is approved.

3. Failed Delivery / Return to Origin (RTO) Policy

In cases where an order is returned to our facility (RTO) due to a fault or action on the customer's part, the following refund conditions apply:

4. General Refund Processing

Refund Initiation: Once a replacement or RTO refund request is approved, the refund will be initiated by My Tree Enviros within 7-10 working days.

Refund Method: All refunds will be credited back to the original source of payment (e.g., credit card, debit card, bank account, or digital wallet). The time it takes for the credit to appear in your account depends on your bank.

Products Purchased on Sale: Items purchased at a discounted price or during a sale are not eligible for a monetary refund, but will be covered by a replacement policy for damage, subject to stock availability.