Effective Date: October 25, 2026

Website: https://treeno.shop

Brand Name: Treeno ("we," "our," or "us")

At Treeno, we take immense pride in nurturing and delivering healthy, farm-fresh plants straight from our nursery to your doorstep. Because plants are living, perishable organisms, their health depends heavily on proper care, environmental conditions, and timely transit.

Please read our Refund and Return Policy carefully to understand your rights, responsibilities, and our procedures regarding returns, replacements, and refunds.

1. 30-Day Plant Replacement Guarantee

We stand behind the quality of our greenery with our 30-Day Replacement Guarantee.

Covered Scenarios:

• Transit Damage: Severe structural damage during delivery (e.g., snapped stems, crushed main roots, broken pots).

• Unhealthy on Arrival: Severe distress due to transit (e.g., total leaf drops, root rot upon unboxing, or severe disease/pest infestation present at delivery).

• Incorrect Item Delivered: Receiving a different plant species or size category than the one ordered.

Non-Covered Scenarios (Ineligible for Refund/Return):

• Normal Plant Shock: Minor leaf dropping, slight wilting, or yellowing of a few leaves is natural for living plants adjusting to a new environment after transit. With basic light and water, plants usually recover within a few days.

• Improper Plant Care: Damage caused by overwatering, severe underwatering, improper lighting, exposure to extreme cold/heat, repotting too quickly after arrival, or failure to follow care guidelines.

• Neglected Delivery: Damage occurring because the package was left unattended or unboxed for an extended period after initial delivery.

• Custom Soil & Perishables: Open bags of custom soil, mixed fertilizers, or pest treatments cannot be returned once opened due to hygienic and contamination controls.

2. Reporting Transit Damage or Health Issues

To qualify for a replacement or store credit under our guarantee, you must submit your claim within 48 hours of delivery:

1. Take Clear Photos & Videos: Capture photos/videos showing the plant condition, the box/packaging, and the delivery label.

2. Contact Customer Support: Email us at support@treeno.shop or submit a request via our Contact Page at [https://treeno.shop/contact](https://treeno.shop/contact).

3. Provide Order Details: Include your order number, account name, and a brief explanation of the issue.

Our botanical team will inspect the images within 24 to 48 hours to determine the best resolution (care advice, replacement, or store credit).

3. Physical Return of Living Plants

Because live plants can suffer severe harm or die if shipped back incorrectly without specialized packaging, please do not ship living plants back to us without prior authorization.

• If a return is approved by our team, we will either arrange a pickup through our designated delivery staff or provide specific repacking instructions.

• Unauthorized plant returns sent back via standard courier without proper protective packaging will not be eligible for a refund.

4. Refund Methods and Options

If your claim is approved under our policy, we offer the following resolutions:

• Free Replacement: A healthy replacement plant will be dispatched in our next available delivery batch at no additional delivery cost to you.

• Store Credit: Full or partial order credit issued to your Treeno account balance for future purchases.

• Monetary Refund: In cases where a replacement plant is out of stock, a refund will be processed back to your original payment method or mobile wallet (e.g., bKash, Nagad, or bank account) within 5 to 7 business days.

5. Order Cancellations

• Before Dispatch: You may cancel your order for a full refund at any time before the plant is packaged and handed over to our delivery staff.

• After Dispatch / On Delivery: Once a live plant is out for delivery, cancellations at the doorstep for non-damaged items are subject to a return delivery fee to cover the logistics cost of returning live flora back to our nursery.

6. Contact Us

If you have questions about plant care, order status, or claiming a replacement, please reach out to us:

• Website: https://treeno.shop

• Contact Page: https://treeno.shop/contact

• Brand Name: Treeno