Returns and Refunds
Effective
Berry Tree buys your item from a supplier for you, so a return goes back to that supplier. This page says what you can cancel yourself, what we arrange for you, and what comes back to your card. It is part of our Terms of Service.
Before we buy: cancel it yourself
Right after you order from a card you can undo it, for 15 seconds. After that, until we buy the item, open the order under Orders and tap Cancel order. Nothing has been charged: the hold on your card is released, usually at once, though your bank can take a few days to stop showing it.
After we buy, before it ships
Contact us as soon as you can. We ask the supplier to cancel the order; if they do, we refund you in full. If it has already shipped, it's a return.
Returning an item
- The supplier's policy applies. Each supplier has its own return window (often 30 days from delivery), its own rules on the item's condition (unused, in its packaging) and sometimes a restocking fee. When the supplier gives a return window, your order page and the email saying we bought it show the last day you can return it, counted from the day we bought it. Otherwise we tell you what applies when you ask.
- We arrange it. Contact us within the return window with the order number and why you're returning the item. We arrange the return with the supplier and send you the instructions, and a label when the supplier provides one.
- Return shipping. When the supplier doesn't cover return shipping, its cost is deducted from your refund. We tell you how much before you send the item back.
- What we refund. Once the supplier has the item back and accepts it, we refund what you paid, less any restocking fee the supplier charged and any return shipping, to the card you paid with. It usually shows on your card within a few business days of the supplier accepting the return.
Wrong, damaged or missing
If what arrives isn't what you ordered, or isn't what you photographed because we misidentified it, is damaged, or part of it is missing, tell us within 7 days of delivery, with a photo if you can. We make it right: a replacement, or a full refund including delivery and the service fee, and we cover any return shipping. The same goes for an order that never arrives.
Items that can't be returned
Suppliers generally don't take back items that have been used, or opened when that matters (consumables, food, personal items), materials cut or made to order, and hazardous goods. If you're not sure whether an item can be returned, ask us before you order.
Delivered to the wrong address
Orders ship to the address your order goes to when you place it: the one saved on your Account page, or, once you've saved more than one, the one the order names. If that address was wrong or out of date, we can't get the item back and can't refund it, but tell us: sometimes the carrier can still redirect it.
Store pickup
An order for store pickup can be cancelled like any other until we buy it. Once it's ready at the store, collect it within the store's holding time (the order's page says where it's waiting). An order the store cancels because it wasn't collected is a return under that store's policy: we refund what the store refunds us. Anything wrong with it, tell us within 7 days of picking it up, as above.
Contact
Email us at support@berrytree.io. Include the order number from the order's page. See also our Terms of Service, our privacy policy and our Support page.