Effective Date: October 28, 2026
Last Updated: October 28, 2026
At Tree-Rolls, we want you to be satisfied with your purchase. If something isn’t right with your order, we’re here to help.
This Refund & Return Policy explains which products are eligible for returns, how to request a refund or exchange, and what to do if your order arrives damaged, defective, or incorrect.
1. Return Eligibility
Tree-Rolls accepts eligible returns within 30 days of the original purchase date.
To qualify for a standard return, products must:
- Be unused, unopened, and in their original condition.
- Remain in their original packaging with any applicable seals intact.
- Include proof of purchase or an identifiable Tree-Rolls order number.
- Be approved for return by our customer service team.
Returns requested after 30 days may not be accepted, except where required by applicable law.
Please contact us before sending any products back. Unauthorized returns may be delayed or refused.
2. Non-Returnable Products
For safety, hygiene, and quality assurance reasons, certain products cannot be returned once opened or used.
These may include:
- Opened or partially consumed hemp-derived products.
- Pre-rolls, flower, and other smokable products with broken or opened packaging.
- Edibles, beverages, and other consumable products that have been opened.
- Products with damaged or missing safety seals.
- Gift cards.
- Products specifically identified as final sale before purchase.
Unopened consumable products may still be subject to additional restrictions based on product condition, safety requirements, or applicable law.
These restrictions do not eliminate any rights you may have regarding defective, damaged, incorrectly supplied, or misrepresented products.
3. Damaged, Defective, or Incorrect Orders
If your order arrives damaged, defective, incomplete, or contains the wrong product, please contact us at support@treerolls.com as soon as reasonably possible.
Include:
- Your order number.
- A brief description of the problem.
- Photographs of the product and packaging, if available and relevant.
Our team will review the issue and determine an appropriate resolution, which may include a replacement, refund, or another remedy.
If we shipped the wrong item or the product arrived damaged or defective, Tree-Rolls will cover reasonable return shipping costs when a return is necessary, subject to applicable law.
Please do not discard damaged products or packaging until our customer service team has provided instructions, where reasonably practical.
4. How to Request a Return
To request a return, email support@treerolls.com with your order number and reason for the return.
If your return is eligible, we will provide instructions and a return authorization, if required.
Do not ship products back without first receiving instructions.
Return Address: Provided upon return approval.
Please do not send returns to the manufacturer or to our business mailing address unless specifically instructed.
5. Refund Processing
Once an authorized return has been received and inspected, we will notify you whether your refund has been approved.
Approved refunds will generally be issued to the original payment method.
Please allow 5–10 business days after refund approval for processing, although your bank or payment provider may require additional time to post the funds.
Where required by law, refunds will be processed within the applicable legal timeframe.
If you have not received an approved refund after the expected processing period, contact support@treerolls.com.
6. Return Shipping Costs
For standard returns involving eligible products that are not defective or incorrectly supplied, customers are responsible for return shipping costs unless otherwise stated.
Original shipping charges are generally non-refundable for voluntary returns, except where required by law or where Tree-Rolls agrees otherwise.
We recommend using a trackable shipping service for authorized returns.
Certain products may be subject to shipping restrictions, including restrictions on returning consumable or regulated goods. Please follow the return instructions provided by our customer service team.
7. Exchanges
Exchanges may be available for products that arrive damaged, defective, or incorrect.
If you experience an issue with your order, contact support@treerolls.com with your order details.
Replacement products are subject to availability, applicable shipping restrictions, and legal requirements.
If an identical replacement is unavailable, we may offer an appropriate alternative or refund, subject to applicable law and your agreement where required.
8. Sale and Promotional Items
Products purchased during sales or promotional events are subject to the same standard return eligibility requirements unless a different return condition was clearly disclosed before purchase.
Products explicitly designated as final sale may not be eligible for voluntary returns.
Final-sale restrictions do not eliminate applicable legal rights concerning defective, damaged, or incorrectly supplied products.
If a promotional discount was applied to an order, approved refunds will reflect the amount actually paid for the returned products, including applicable adjustments required by law.
9. Order Cancellations
If you need to cancel an order, please contact support@treerolls.com as soon as possible.
We will make reasonable efforts to accommodate cancellation requests before orders are processed or shipped.
Once an order has entered fulfillment or been transferred to a shipping carrier, cancellation may no longer be possible.
If an order has already shipped, any return will be subject to this policy and applicable shipping restrictions.
If Tree-Rolls cancels an order because a product is unavailable, cannot legally be shipped, or cannot otherwise be fulfilled, we will refund the payment collected for the canceled items, including applicable charges.
10. Lost or Missing Packages
If your tracking information indicates that an order has been delivered but you have not received it, please contact us.
We may request additional information and work with the shipping carrier to investigate.
We will review missing or lost shipment claims individually and provide an appropriate resolution consistent with applicable law.
11. Customer Satisfaction
We understand that customers may occasionally be dissatisfied with a product even when it arrives in acceptable condition.
If you have concerns about your purchase, please contact our customer service team.
While opened or used products are generally not eligible for standard returns, we may review customer satisfaction concerns individually.
Any discretionary refund, replacement, or store credit does not establish an ongoing entitlement to similar exceptions.
12. Changes to This Policy
Tree-Rolls may update this Refund & Return Policy periodically to reflect changes in our products, operations, or applicable laws.
Updates will be posted on this page with a revised effective date.
Changes will not retroactively reduce return rights applicable to purchases already made, except as permitted by law.
13. Contact Us
For assistance with returns, refunds, exchanges, or order issues, contact:
TRTB, LLC — Tree-Rolls
Website: https://treerolls.com
Email: support@treerolls.com
Please include your order number when contacting us about a purchase.