Refund and Returns Policy

Handmade natural products are unique, eco-friendly, and crafted with care. Because of their special materials and artisanal nature, refund and return conditions vary by product type and issue. Please read carefully:

1. Products Damaged During Shipping

• Examples: Broken bamboo frame, cracked seagrass weave, torn natural fibers.

• Policy: Full refund or exchange available within 7 days of delivery upon providing photo evidence.

• Items must be returned in original packaging or similarly protective wrapping to prevent further damage.

• Shipping fee is refunded if damage is confirmed caused during delivery.

2. Natural Variations and Imperfections

• Handmade products naturally have slight color, shape, or size variations, or irregular textures (knots in wood, uneven weave). These are not defects but part of their unique charm.

• Policy: Returns or refunds are not accepted solely for natural variations or minor aesthetic differences.

• If variations affect usability or structural integrity, please contact us within 7 days for evaluation.

3. Incorrect Item Sent

• If you receive a different product from what you ordered.

• Policy: Full refund or exchange available within 7 days upon notifying us with proof (photo, order confirmation).

• Return shipping cost will be covered by TreXua.

4. Change of Mind or Unsuitability

• If the product does not fit your space or style after delivery.

• Policy: Returns accepted within 10 days, provided the item is unused, undamaged, and in original packaging.

• Return shipping fee is borne by the customer.

• Products must be inspected and approved before refund or exchange.

5. Wear and Tear or Misuse

• Natural materials like bamboo, rattan, and seagrass require gentle handling; exposure to moisture or rough use can cause damage.

• Policy: No refunds or returns for damage caused by misuse, improper care, or accidents.

• We provide care instructions with every product—please follow these to maintain quality.

6. Custom or Personalized Orders

• Some products may be customized on request (size, color, design).

• Policy: Custom orders are non-refundable and non-returnable unless defective or damaged on arrival.

7. Defective or Faulty Products

• If a product is found faulty due to craftsmanship errors (loose weaving, unstable frame).

• Policy: Full refund or exchange within 7 days of delivery, subject to inspection.

How to Initiate a Refund or Return

• Contact us promptly at [email protected] or 0918002812 with your order details and photos of the issue.

• Our team will guide you through the return process and provide the return address.

• Pack the item carefully using eco-friendly materials where possible.

Summary Table for Quick Reference

This policy respects the delicate, handcrafted nature of your products while ensuring fair treatment for customers in different situations.