Effective Date: 07 October 2025
Last Updated: 07 October 2025
At Beneath the World Tree, we take great care in crafting and curating our products and experiences. Each item we sell — whether online or at an event — is selected or made with meaning, and many of our goods are handcrafted or made to order. This policy explains how we handle returns, refunds, and cancellations for both product purchases and bookings.
1. Scope of this Policy
This policy applies to all purchases, bookings, and services made directly through Beneath the World Tree — either online, in person, or at one of our trading events.
It covers:
- Online orders and custom items
- In-person purchases at events and markets
- Photography or interactive bookings made directly with Beneath the World Tree
2. Deposits & Bookings
For any booked services or event-based experiences, including photography or custom product requests:
- Deposits are strictly non-refundable, as they cover initial preparation, materials, and setup costs.
- Once a booking is confirmed, we begin preparing your experience or items immediately, and cancellations may result in unrecoverable costs.
- If Beneath the World Tree cancels a booking due to unforeseen circumstances (such as illness, severe weather, or travel disruption), we will offer a rescheduled date or full refund.
3. Online & Event Purchases
We want every customer to love their purchase. However, due to the handmade nature of many of our items, we can only accept returns under the following conditions:
- Items must be returned within 14 days of delivery or purchase.
- Items must be unused, unwashed, and in their original condition and packaging.
- Returns are only accepted for faulty, damaged, or incorrect items.
- Custom-made or personalised products (including engraved or made-to-order items) cannot be returned or refunded unless they arrive damaged or defective.
- Proof of purchase (receipt, confirmation email, or transaction record) must be provided.
If an item is found to be faulty, we may offer a repair, replacement, or refund depending on availability and product type.
4. Refunds for Online Orders
- Refunds are issued to the original payment method once returned goods are received and inspected.
- Refunds are processed within 7–10 working days of approval.
- If your refund has not appeared after 10 working days, please contact your payment provider before reaching out to us.
- Original shipping costs are non-refundable unless the item was faulty or incorrect.
- The buyer is responsible for return postage unless the item was damaged, faulty, or sent in error.
5. Cancellations of Orders or Services
- Orders may be cancelled within 24 hours of purchase for a full refund, provided the order has not yet been dispatched or entered production.
- After this period, cancellations may not be possible, particularly for made-to-order or customised items.
- If Beneath the World Tree is unable to fulfil your order due to unforeseen issues (e.g., stock shortages, supplier delays), you will be offered an alternative product or a full refund.
7. How to Initiate a Return or Refund
To request a return or refund, please contact us via email at:
BeneathTheWorldTree@outlook.com
Use the subject line: Return/Refund Request and include the following details:
- Your name
- Order number or booking reference
- Description of the item or service
- Reason for return or cancellation
If your request is approved, we will provide instructions on how to proceed.
If returning a product by post, please ensure it is securely packaged.
8. Liability
Beneath the World Tree is not responsible for:
- Lost or damaged items caused by postal carriers during return shipping.
- Wear and tear or damage resulting from misuse, neglect, or modification of products after purchase.
- Delays caused by courier services, suppliers, or external events beyond our control.
9. Contact Information
For any enquiries regarding returns, refunds, or cancellations, please contact:
BeneathTheWorldTree@outlook.com
www.BeneathTheWorldTree.com