Refund policy

Right of Withdrawal, Returns & Warranty – TheTreehouse.Shop

These terms and conditions (6 August 2026) apply to all orders placed with Vitus Wahlländer – TheTreehouse.Shop and supersede any previous versions. They vary depending on the destination country, as different legal requirements apply in each case.

1. European Union – 30-day right of withdrawal

For deliveries within the European Union, we grant you a 30-day right of withdrawal and return without giving any reason, instead of the 14 days required by law. This extended period replaces the statutory minimum period and must not be shorter than it; all statutory safeguards (see below) remain unaffected.

Time limit: 30 days from the day on which you, or a third party designated by you (other than the carrier), took possession of the last item in the order.

Exercising the right of withdrawal: To exercise your right of withdrawal, you must inform us of your decision to withdraw from this contract by means of a clear statement (e.g. a letter sent by post or an email):

Vitus Wahlländer – TheTreehouse.Shop, Dürnbachstr. 16a, 83727 Schliersee, Germany, Tel.: +49 176 23339648, Email: info@thetreehouse.shop, Subject: “Returns + Order Number”.

You may use the model withdrawal form (see section 6) for this purpose, although this is not mandatory. To meet the deadline, it is sufficient for you to send the notification of your exercise of the right of withdrawal before the 30-day period expires.

Conditions for returns:

  • The item must be in the same condition as when you received it: unused, undamaged and in its original packaging.
  • A receipt or other proof of purchase is required.

Returns: You must return the goods to us without delay and, in any event, no later than fourteen days from the day on which you notify us of your withdrawal. The deadline is met if you post the goods before the end of these fourteen days.

Return postage costs: You are responsible for all costs and charges associated with returning the goods. Where applicable, these will be offset against any costs for damaged goods when the refund is processed. We do not charge a flat-rate restocking fee.

Damaged goods: You will only be liable for any loss in value of the goods if this loss is attributable to handling of the goods that goes beyond what is necessary to check their condition, characteristics and functionality. In this case, we may, in consultation with you, deduct a reasonable amount from the refund.

Refund: If you withdraw from the contract, we will refund all payments received, including delivery costs (except for any additional costs arising from your choice of a more expensive delivery method), without delay and at the latest within fourteen days of receiving your notice of withdrawal – using the same payment method as for the original transaction, without charging you any fees for this. We may withhold the refund until we have received the goods back or you have provided proof of dispatch, whichever is earlier.

How to return goods:

  1. Contact us at info@thetreehouse.shop with the subject line “Returns + Order Number”.
  2. We will confirm the return and provide you with the return address.
  3. Please return the goods without delay.
  4. Unfortunately, we cannot process returns that have been accepted without prior notification.

2. UK, Switzerland, Liechtenstein and Norway – 14-day voluntary right of return

The following applies to deliveries to the United Kingdom (UK), Switzerland, Liechtenstein and Norway:

Time limit: 14 days from the day on which you or a third party designated by you took possession of the last item in the order.

Legal background:

  • For the UK, there is also a statutory 14-day right of withdrawal under the Consumer Contracts Regulations 2013. Within this statutory 14-day period, no restocking, handling or other fees may be deducted from the refund amount – the customer is only responsible for the return postage costs. The 5% restocking fee mentioned below therefore applies to UK customers exclusively for returns accepted outside the statutory 14-day period under our voluntary goodwill policy.
  • For Switzerland, Liechtenstein and Norway, there is no statutory right of withdrawal for online purchases. The right of return described below is a voluntary service provided by us.

Conditions:

  • The item must be in the same condition as when you received it: unused, undamaged, complete and in its original packaging.
  • Receipt or other proof of purchase required.

Restocking fee: For returns from the UK, Switzerland, Liechtenstein and Norway, we charge a restocking fee of 5% of the total order price, including delivery costs. This will be deducted from the refund amount.

Return postage costs: You are responsible for all costs and charges associated with returning the goods, including any customs and import duties incurred in connection with the return. These will be deducted from the refund.

Damaged goods: If the goods are returned damaged or show signs of use beyond what is necessary for inspection, we reserve the right to deduct a reasonable amount for the loss in value – in consultation with you – in addition to the restocking fee.

How to return goods:

  1. Contact us at info@thetreehouse.shop, subject line: “Returns + order number”.
  2. We will confirm the return and provide you with the return address.
  3. Please return the goods without delay, at the latest within 14 days of notifying us of the return.
  4. Unfortunately, we cannot process returns received without prior notification.

3. International / Overseas (Canada, USA, Asia, Africa and all other countries outside the EU, the UK, Switzerland, Liechtenstein and Norway)

For deliveries to all countries outside the EU, the UK, Switzerland, Liechtenstein and Norway, there is no right of withdrawal or return if you are not satisfied with the goods. Orders are final upon delivery (“final sale”), as international returns involve considerable logistical and customs-related effort.

The following are the sole exceptions to this:

  • Claims relating to defective, damaged or incorrectly delivered goods (see clause 4).
  • Any statutory minimum standards of the respective destination country, provided these are mandatory and cannot be waived.

We ask you to check your order carefully before submitting it (dimensions, model, quantity), as subsequent changes are not possible for international shipments.

4. Warranty for defects (applies worldwide, irrespective of clauses 1–3)

Irrespective of any rights of return or withdrawal, the statutory warranty for defects applies to all customers worldwide:

  • Consumers in Germany/the EU: Warranty period of 2 years from delivery of the goods in accordance with Section 438(1)(3) of the German Civil Code (BGB). In the case of defects that were already present at the time of delivery, you are entitled to rectification (repair or replacement); only thereafter may a reduction in price, withdrawal from the contract or compensation for damages be considered.
  • UK: Under the Consumer Rights Act 2015, faulty goods must be repaired or replaced free of charge within 6 months, provided the defect cannot be explained otherwise.
  • All other countries (Switzerland, Liechtenstein, Norway, Canada, USA, Asia, Africa, etc.): The relevant mandatory local regulations on liability for defects apply, or at least the contractually guaranteed liability for defects in accordance with German law, provided that local law does not prescribe stricter provisions.

In the event of damage or problems: Please check your order immediately upon receipt and contact us straight away at info@thetreehouse.shop if an item is faulty or damaged, or if you have received the wrong item. We photograph our parcels and their contents before handing them over to the delivery service so that we can provide conclusive evidence of any damage caused in transit.

In the event of valid complaints regarding defects, we will bear the costs of the return shipment, regardless of the destination country.

5. Exceptions to the right of return (applies to sections 1 and 2)

The following items are excluded from return, regardless of the destination country:

  • Bespoke items, special orders and personalised items.
  • Promotional items and vouchers.

These exceptions do not affect your statutory right of withdrawal under clause 1.1 (EU) or clause 2 (UK), insofar as this is mandatory and custom-made items are subject to different provisions therein; please contact us if you have any questions regarding a specific item.

6. Model withdrawal form

(If you wish to withdraw from the contract, please complete this form and send it to us.)

To: Vitus Wahlländer – TheTreehouse.Shop, Dürnbachstr. 16a, 83727 Schliersee, Germany, email: info@thetreehouse.shop, tel.: +49 176 23339648

I/we () hereby withdraw from the contract concluded by me/us () for the purchase of the following goods (*):

Ordered on () / received on ():

Name of the consumer(s):

Address of the consumer(s):

Signature of the consumer(s) (only if notifying us in writing):

Date:

(*) Delete as appropriate.

7. Refunds (applies to sections 1 and 2)

We will notify you as soon as we have received and inspected your return, and let you know whether the refund has been authorised. If authorised, you will receive a refund via your original payment method within 10 working days. It may take some time for your bank or credit card company to process the refund.

If more than 15 working days have passed since our approval and you have not received your refund, please contact us at info@thetreehouse.shop.

We may withhold the refund until we have received the goods back or until you have provided proof that you have returned the goods, whichever is earlier.

8. Returns address

Please send returns exclusively to the following address:

Name: Vitus Wahlländer – TheTreehouse.Shop

Street: Dürnbachstr. 16a

Postcode / Town: 83727 Schliersee

Country: Germany – Bavaria

Telephone: +49 176 23339648

Email: info@thetreehouse.shop