1. Introduction
Your satisfaction is important to us. This Exchange & Return Policy outlines the conditions under which you may return or exchange artificial trees, artificial plants, and related products purchased from our website (WATERLINE).
By placing an order, you agree to the terms stated below.
2. Eligibility for Returns & Exchanges
To be eligible for a return or exchange, the following conditions must be met:
The request must be made within 7–14 days of delivery (choose your window; I can customize).
The product must be unused, unopened, and in its original packaging.
The product must be in perfect, resellable condition.
All accessories, labels, and parts must be included.
Not Eligible for Return or Exchange:
Products that have been used, installed, or altered.
Products with missing packaging or broken seals.
Custom-made or custom-sized trees.
Clearance or final-sale items.
Products damaged after delivery due to misuse, improper handling, or exposure to outdoor/weather conditions (unless designed for outdoor use).
3. Conditions of Return
To ensure a smooth return process:
Products must be packaged securely to avoid damage during return shipping.
Images or videos may be required for verification before approval.
We reserve the right to refuse returns that do not meet the eligibility criteria.
4. Return Process
Follow these steps to initiate a return:
Step 1 – Request a Return
Contact us via:
Email: [YourEmail@example.com]
Phone: [Your Phone Number]
Include:
Your order number
Product name
Reason for return
Photo/video proof (if required)
Step 2 – Approval
Our team will review your request.
If approved, we will provide:
Return instructions
Return address
Shipping guidelines
Step 3 – Ship the Product
You must ship the product back within the allowed return window.
Products must be shipped using a trusted courier with tracking.
The customer is responsible for ensuring the product is properly packaged.
Step 4 – Inspection
Once the product arrives at our facility, it will be inspected.
If it passes the inspection, your refund or exchange will be processed.
5. Refunds
If your return is approved:
Refunds will be issued to the original payment method.
Refund processing time is typically 7–14 business days.
Shipping fees, installation fees, and handling charges are non-refundable.
If the customer received “Free Shipping,” the original shipping cost may be deducted from the refund.
If an item is returned damaged, used, or missing parts, we may deduct an amount from the refund or reject the return.
6. Exchanges
Exchanges are allowed under the same conditions as returns.
You may exchange for:
A different size
A different model
Another product of equal or higher value (customer pays the difference)
If the requested product is unavailable, we may issue store credit or a refund according to the policy.
7. Damaged or Defective Items
If you receive a damaged or defective product:
You must notify us within 24–48 hours of delivery.
Provide clear images or videos of the defect/damage.
We will replace the item at no additional cost if the issue is due to manufacturing or shipping.
Not considered defects:
Slight variations in color, height, leaves, or texture (common in artificial trees).
Differences in appearance caused by lighting, screen display, or natural variation in materials.
8. Non-Returnable Products
The following items cannot be returned or exchanged:
Custom-designed artificial trees
Customized heights or arrangements
Products installed or assembled by the customer
Outdoor products used in harsh conditions
Items without original packaging
9. Return Shipping Costs
Return shipping fees are the responsibility of the customer unless the product is defective or the wrong item was delivered.
We recommend using a trackable and insured courier.
We are not responsible for lost or damaged return shipments.
10. Order Cancellation
Orders may be canceled only if:
The order has not yet been processed or shipped.
Custom-made items cannot be canceled once production has begun.
11. Contact Us
If you have any questions regarding our Exchange & Return Policy, please contact:
Email: [YourEmail@example.com]
Phone: [Your Phone Number]
Address: [Company Address]
