Refund and Return Policy

Our Promise: Risk-Free Shopping on Every Wicker Basket, Garden Planter & Rattan Product

At T2T SIMPLE LTD, we want you to love every purchase you make from t2tsimple.com . We take great pride in the quality, design, and affordability of our wicker baskets, rattan storage solutions, and outdoor garden products. However, we also understand that sometimes an item may not be the perfect fit for your home – maybe the size is wrong, the color doesn’t match your décor, or you simply changed your mind.

That is why we have created a fair, transparent, and customer-friendly Refund and Return Policy. Our goal is to make the return process as simple and stress-free as buying from us in the first place. We are not here to hide behind confusing legal jargon or make you jump through hoops. We are here to earn your trust – and that includes honoring our commitment to your satisfaction.

This policy applies to all purchases made directly through our website, t2tsimple.com , for customers in the United States and all other countries we ship to. Please read this entire document carefully. If you have any questions after reading, our customer support team is just an email or phone call away.

1. Our 30-Day Return Window – Generous & Simple

We offer a 30-day return window starting from the date your order is delivered to your shipping address (as confirmed by the carrier’s tracking system). This means you have a full month to decide whether you want to keep your wicker basket or rattan product.

Example:
If your package is delivered on June 1st, you have until July 1st (30 calendar days later) to request a return and ship the item back to us. Requests made after the 30-day period may not be accepted, unless the item is defective (see Section 8).

Why 30 days?
We believe this is the sweet spot between giving you enough time to properly evaluate your purchase and ensuring we can restock and resell returned items while they are still in new condition. Some online stores offer only 14 days – we think that is too rushed, especially if you are ordering a garden basket for a project that you only start on weekends. Other stores offer 60 or 90 days, but that often leads to items being returned after significant wear. Thirty days is fair to both you and us.

Note for international customers:
If you live outside the United States, your shipping time may have been longer (e.g., 10–15 business days). Your 30-day return window still starts from the delivery date, not the purchase date. We encourage you to inspect your items promptly upon arrival.

2. Eligibility Criteria – What Can and Cannot Be Returned

To be eligible for a return under this policy, your item must meet all of the following criteria:

Eligible for Return (Standard Returns)

  • Products purchased directly from t2tsimple.com – We cannot process returns for items bought from third-party resellers or other websites. If you bought from another seller, please contact them directly.

  • Products returned within 30 days of delivery – As explained above.

  • Products in original, unused condition – See Section 3 for detailed condition requirements.

  • Products in original packaging – Including any tags, labels, and protective wrapping (if applicable).

  • Products that are not on the non-returnable list – See Section 9.

Eligible for Return (Defective/Damaged)

  • Items damaged during shipping – Even if you have opened the package, we accept returns or replacements.

  • Items with manufacturing defects – Loose weaving, broken rattan strands, unstable bases, sharp edges, etc.

  • Items that are significantly different from the description – For example, you ordered a 12-inch basket but received an 8-inch basket, or the color is completely wrong.

  • Wrong item shipped – You ordered a garden planter but received a storage basket.

In these cases, the 30-day window still applies, but we are generally more flexible. If you discover a defect after 30 days but it is clearly a manufacturing issue (e.g., the basket unravels after light use), please still contact us – we will evaluate on a case-by-case basis.

Not Eligible for Return

  • Items used beyond normal inspection – If you have used the basket for storage, placed it outdoors in rain, washed it, or otherwise altered it, we cannot accept a return.

  • Items returned after 30 days without prior authorization – Unless defective.

  • Items missing original packaging or tags – We need to be able to resell the item as new.

  • Custom or special order items – We do not currently offer custom products, but if we ever do, they would be non-returnable.

  • Items damaged by the customer – For example, if you dropped the basket and cracked the rattan, that is not a defect.

  • Items that have been modified or repaired by a third party.

3. Condition Requirements for Returns

We want to be fair to both you and future customers who may purchase returned items (we inspect and resell only items that are truly like new). Please follow these guidelines:

Acceptable Condition for Full Refund

  • The product has been unused – meaning you have not placed any items inside the basket, exposed it to moisture, or used it for its intended purpose beyond a visual inspection.

  • No stains, odors, pet hair, or damage – Wicker and rattan are natural materials that absorb smells and marks easily.

  • All original tags and labels still attached (if any).

  • Original packaging – The box or poly mailer does not need to be pristine, but please do not throw it away before you decide to keep the item.

  • No assembly attempted – Some of our products may require simple assembly (e.g., attaching a handle). If you have attempted assembly and then changed your mind, we may still accept the return but may deduct a restocking fee if the item cannot be resold as new.

Condition for Partial Refund

If you return an item that is not in perfect new condition but is still sellable at a discount, we may offer a partial refund. Examples:

  • The original box is missing or severely damaged.

  • The item has minor cosmetic imperfections that occurred after delivery (not manufacturing defects).

  • You removed tags but never actually used the product.

The partial refund amount will be determined on a case-by-case basis, typically 20–50% of the purchase price, depending on the extent of the condition issue.

Unacceptable Condition (No Refund)

  • The item is dirty, stained, or smells of smoke, perfume, or mildew.

  • The item is broken due to customer mishandling (e.g., crushed in a suitcase, chewed by a pet).

  • The item has been used outdoors and shows weather exposure.

  • The item has been washed or soaked (wicker can warp or dissolve if submerged).

If you send an item back that does not meet our condition requirements, we may:

  1. Reject the return and send the item back to you (at your expense), or

  2. Dispose of the item and issue no refund.

We will always attempt to contact you before taking either action.

4. How to Initiate a Return (Step-by-Step Process)

We have designed our return process to be straightforward. Please follow these steps exactly to ensure your refund is processed quickly.

Step 1: Review Our Policy & Check Your Eligibility

Before doing anything, confirm that your item meets the criteria in Sections 2 and 3 above. Measure the basket if size was the issue. Compare the color to your expectations. If you are unsure, proceed to Step 2 anyway – we will guide you.

Step 2: Contact Our Customer Support Team

You must initiate all returns by email. Do not send any item back without receiving a return authorization from us. Unauthorized returns may be refused or delayed.

Send an email to: marga.trading.amz@gmail.com

Use the following subject line format: “Return Request – Order # [Your Order Number]”

In the email body, please include:

  • Your full name and shipping address used for the order.

  • Your order number (found in your confirmation email or on your account page).

  • The product name(s) and SKU(s) you wish to return (e.g., “Wicker Rectangular Basket – SKU WRB102”).

  • The reason for return (e.g., “too small,” “color different than photo,” “changed my mind”).

  • Whether you prefer a full refund, partial refund, or exchange (if exchange, specify the desired product).

  • Attach photos if the return is due to damage, defect, or wrong item – this helps us process faster.

Step 3: Receive Return Authorization & Instructions

Within 24 business hours (usually much faster), we will reply with:

  • A Return Authorization Number (RAN) – please write this on the outside of your package.

  • The correct return address (note: this may be different from our London headquarters; we use a US returns center for American customers to save you money on shipping).

  • Specific instructions for packing and labeling your return.

Step 4: Pack the Item Carefully

  • Place the item in its original packaging if possible. If not, use a sturdy box or padded envelope.

  • Include a printed copy of your return authorization email or a handwritten note with your order number and RAN inside the package.

  • Seal the package securely. Wicker items can be rigid – ensure they will not puncture the box.

Step 5: Ship the Package

  • Use the carrier and shipping method recommended in our return instructions. For most US customers, we recommend USPS Priority Mail or UPS Ground – affordable and trackable.

  • Do not use “Return Service” or “COD” – we do not accept packages that require us to pay postage.

  • Obtain a tracking number from the carrier. Keep this tracking number safe – it is your proof that you shipped the item back.

Step 6: Send Us the Tracking Number

After you ship the item, reply to our return authorization email with the carrier name and tracking number. This helps us anticipate your package and process your refund faster.

Step 7: Wait for Inspection & Refund

Once we receive your return, our quality team will inspect it within 3–5 business days. We will then process your refund as described in Section 6 and 7.

5. Return Shipping – Who Pays and How to Send Items Back

Return shipping costs depend on the reason for your return.

If the Return Is Our Fault (Free Return Shipping)

We will cover the cost of return shipping (i.e., we will provide you with a prepaid shipping label) if:

  • The item arrived damaged (due to carrier handling or poor packaging on our end).

  • The item is defective (manufacturing flaw).

  • We sent you the wrong item (different product than what you ordered).

  • The item is significantly misrepresented (e.g., dimensions off by more than 20%).

How it works: We will email you a prepaid USPS or UPS label as a PDF. You print it, affix it to your package, and drop it off at any authorized drop-off location. No cost to you.

If the Return Is Your Fault (Customer Pays Return Shipping)

If you are returning an item because you changed your mind, ordered the wrong size, or no longer need the product, you are responsible for the return shipping costs. We do not deduct anything from your refund for restocking (no restocking fee), but we also do not reimburse your outbound or return shipping fees.

Estimated return shipping costs within the US:

  • Small basket (1 lb): $4–$7 via USPS Ground Advantage

  • Medium basket (2–3 lbs): $8–$12

  • Large order (multiple items): $15–$25

Tips to save money:

  • Combine multiple returns into one package.

  • Use the cheapest tracked service (USPS Ground Advantage is usually best for lightweight items).

  • Do not pay for expedited shipping – standard ground is fine.

International Return Shipping

For customers outside the United States, return shipping costs are generally the customer’s responsibility, even for defective items, because international prepaid labels are not feasible. However, if the item is defective, we will refund the full purchase price including the original shipping cost you paid to receive the item. You still pay to send it back. If that cost is prohibitive, contact us – we may offer a partial refund without requiring a return.

Important: For international returns, you must clearly mark the package as “Returned Goods” on customs forms to avoid additional duties. We are not responsible for customs fees on returns.

6. Refund Options – Full Refund, Partial Refund, or Exchange

When you initiate a return, you have three options. Choose the one that works best for you.

Option 1: Full Refund to Original Payment Method

  • Amount refunded: The full product price you paid (excluding original outbound shipping charges, unless the return was our fault – see below).

  • Shipping refunded?

    • If return is our fault (damaged/defective/wrong item): Yes, we refund the original shipping cost you paid.

    • If return is your fault (change of mind): No, original shipping is not refunded.

  • Return shipping paid by: Customer (unless our fault).

  • Refund method: Back to the same credit/debit card, Apple Pay, or Google Pay account used for purchase.

Option 2: Partial Refund (Keep the Item)

In some cases, you may prefer to keep the item at a discounted price rather than go through the hassle of returning it. This is common for:

  • Minor cosmetic damage (e.g., a small scratch on the underside).

  • Slight color variation.

  • Missing accessory (e.g., a liner that should have been included but is missing – we might refund 20% instead of replacing).

How to request a partial refund: When you email us, state clearly: “I would like to request a partial refund and keep the item.” Describe the issue and attach photos. We will respond with an offer (e.g., “We can refund 30% of the purchase price”). If you agree, we process the partial refund within 48 hours. You keep the product – no shipping needed.

Option 3: Exchange for a Different Product

If you love T2T SIMPLE but simply ordered the wrong size or color, you may exchange the item for another product of equal or lesser value. For exchanges:

  • You ship the original item back at your cost (if change of mind).

  • Once we receive and inspect it, we ship the new item to you at no additional shipping cost (within the US only; international exchanges may incur extra shipping fees).

  • If the new item is more expensive than the returned item, you pay the difference. If it is less expensive, we refund the difference.

Exchanges are processed as a return + new order. Please note that exchanges take longer than refunds because we must receive the original item first.

7. Refund Processing Time – How Long Until You Get Your Money Back

We know that waiting for a refund can be stressful. Here is our transparent timeline:

Timeline Breakdown

Step Estimated Time
You ship the return 1–2 days
Transit time to our returns center 3–7 business days (US); 10–20 business days (international)
Inspection after receipt 3–5 business days
Refund initiated in Stripe 1 business day after inspection
Refund appears on your bank statement 3–5 business days (credit cards); 5–7 business days (debit cards)

Total typical time (US returns, customer-fault): Approximately 10–18 business days from the day you ship.
Total typical time (US returns, our fault with prepaid label): Approximately 7–12 business days.

Real-Time Updates

We will send you email notifications at key milestones:

  • “Return authorization approved”

  • “Your return package has been received at our facility”

  • “Your refund has been processed via Stripe”

If you have not received a refund after 15 business days from the date you shipped your return (US only), please email us with your tracking number. We will investigate immediately.

What Does “Refund Initiated” Mean?

When we click “Refund” in Stripe, the money leaves our account instantly. However, your bank’s processing time determines when you see the credit. Stripe sends the refund to your card network (Visa, Mastercard, etc.), and they forward it to your issuing bank. Most US banks post refunds within 3–5 business days. Some faster banks post within 1–2 days. Weekends and bank holidays can cause delays.

If You Paid with Apple Pay or Google Pay

Refunds go back to the underlying card linked to your digital wallet. You will see the credit on your card statement, not in your Apple/Google Pay balance. The timeline is the same as for credit/debit cards.

8. Damaged, Defective, or Incorrect Items – We Make It Right

This is the most important section of our return policy. We stand behind the quality of every product we sell. If you receive an item that is damaged, defective, or not what you ordered, we will make it right at no cost to you.

What Qualifies as Damaged or Defective?

  • Shipping damage: The box is crushed, and the basket is cracked, broken, or misshapen.

  • Manufacturing defects: Loose weaving that causes the basket to fall apart; sharp rattan splinters that could cut skin; handles that are not securely attached; uneven base causing wobbling; strong chemical odor (natural wicker has a mild earthy smell, but not chemical).

  • Missing parts: If the product description says it includes a liner or lid, and yours does not have it.

  • Wrong item: You ordered a round garden basket but received a rectangular storage basket.

  • Significant color/size mismatch: The product page said “natural brown” but you received “dark espresso” – or dimensions are off by more than 1 inch.

What We Will Do (Your Choice)

Option A – Free Replacement
We will ship you a brand new replacement item at no charge, including expedited shipping if available. You do not need to return the original damaged item unless we specifically request it (for rare quality control analysis). If we do request the return, we will provide a prepaid shipping label.

Option B – Full Refund (Keep or Return)

  • If the item is damaged/defective and you do not want a replacement, we will issue a 100% full refund including original shipping costs.

  • For low-value items (under $10), we may refund you immediately without requiring a return – you can keep or dispose of the damaged item.

  • For higher-value items (over $10), we may ask you to return the item using a prepaid label. Once we receive it, we issue the refund.

Option C – Partial Refund (Keep the Damaged Item)
If the damage is minor (e.g., a small crack that does not affect functionality) and you are willing to keep it, we can offer a partial refund of 20–50%. You keep the item, no return needed.

How to Report a Damaged/Defective Item

  1. Do not throw away the packaging – Carrier claims often require photos of the box.

  2. Take clear, well-lit photos showing:

    • The damaged area from multiple angles.

    • The entire product.

    • The shipping box (especially any crush marks or holes).

  3. Email marga.trading.amz@gmail.com within 7 days of delivery (though we accept later reports, faster is better).

  4. Include your order number and the photos.

  5. Tell us whether you prefer a replacement, full refund, or partial refund.

We will respond within 24 hours (often faster). Most damaged/defective claims are resolved within 2–3 business days.

What If You Notice a Defect After 30 Days?

While our standard 30-day window applies, we recognize that some defects only become apparent after light use (e.g., a handle that seemed fine but breaks after a week of normal use). Please still contact us. We will evaluate on a case-by-case basis. If it is clearly a manufacturing flaw, we will offer a replacement or refund even after 30 days. We want you to be happy with your purchase for the long term.

9. Non-Returnable Items – Exceptions to the Policy

To protect the health and safety of our customers and staff, and because some items cannot be resold for hygiene or practical reasons, the following items are final sale and cannot be returned:

  • Personalized or custom-made items – We do not currently offer personalization, but if we ever do, these would be non-returnable.

  • Gift cards – Once purchased, gift card balances cannot be refunded for cash.

  • Items marked as “Clearance” or “Final Sale” – If a product is deeply discounted (e.g., 50% off or more) and explicitly marked as final sale on the product page, it cannot be returned.

  • Perishable items – We do not sell food, but for completeness: any perishable goods would be non-returnable.

  • Items that have been used or washed – As described in Section 3.

  • Free promotional items – If you received a free basket as part of a promotion, it has no cash value and cannot be returned for refund.

Please note: Most of our products are fully returnable. The non-returnable list is very short. When in doubt, ask us before buying.

10. International Returns – What You Need to Know

We ship to many countries outside the United States, including Canada, Australia, the United Kingdom, and various European nations. Returns from international addresses are more complex but still possible.

Key Differences for International Returns

  • Return window: Still 30 days from delivery, but we recommend inspecting items immediately because return shipping takes longer.

  • Return shipping cost: Always paid by the customer, even for defective items (unless the defect is catastrophic and we agree to cover shipping – contact us first).

  • Customs forms: You must mark the package as “Returned Goods” and reference your original order number. Failure to do so may result in customs duties being charged to us, which we will deduct from your refund.

  • Refund amount: We refund the product price only. Original shipping costs and any duties/taxes you paid are generally not refundable, unless the return is due to our error (in which case we refund the product price plus original shipping; duties/taxes are your responsibility to reclaim from your local customs authority).

  • No prepaid labels: We cannot provide prepaid return labels for international addresses.

Steps for International Returns

  1. Email us to obtain a return authorization.

  2. Ship the item using a tracked service (e.g., USPS International, UPS, DHL, or your local postal service).

  3. Keep the tracking number and proof of postage.

  4. Once we receive the item (which may take 2–4 weeks), we process your refund as usual.

When International Returns Are Not Worth It

Because our products are priced between $4 and $8, return shipping from Australia or Europe may cost $15–$30 – more than the item’s value. In such cases, we may offer a partial refund without requiring a return. For example, if you bought a $6 basket and it has a minor defect, we might refund $3 and you keep it. If you are unhappy for a non-defect reason (changed mind), we may not be able to offer any refund because shipping costs would exceed the refund amount. Please consider this before ordering internationally.

11. Order Cancellations – Before and After Shipping

You may cancel your order for a full refund, provided it has not yet been shipped from our warehouse.

Cancellation Within 1 Hour of Placing Order

  • Method: Call us at Phone: +84 0585824143 or email marga.trading.amz@gmail.com immediately.

  • Refund: 100% of your payment, including any shipping charges.

  • Processing: We cancel the order in our system and Stripe issues a refund within 24 hours.

Cancellation After 1 Hour But Before Shipping

  • We may still be able to cancel, but it is not guaranteed because our warehouse team processes orders quickly.

  • Email us with “URGENT – Cancel Order #XXXX” in the subject line.

  • If the order has not been picked and packed, we will cancel and refund fully.

  • If it has already been packed, we cannot cancel – you will need to wait for delivery and then return the item (you pay return shipping).

Cancellation After Shipping

  • Once the carrier has the package, we cannot cancel.

  • You may refuse delivery (tell the carrier you do not want the package) – if the package is returned to us unopened, we will refund the product price but not the original shipping cost.

  • Alternatively, accept delivery and then initiate a standard return (you pay return shipping).

12. Exchanges – How to Get a Different Size or Color

We want you to get the perfect product. If you ordered a basket that is too large or a color that does not match your room, you may exchange it for a different variant.

Exchange Process

  1. Email us with your order number and the details of what you want to exchange (e.g., “Return 12-inch round basket, exchange for 10-inch round basket, same color”).

  2. We will authorize the return and provide the return address.

  3. You ship the original item back at your cost (if change of mind).

  4. Once we receive and inspect it, we ship the new item to you at no additional shipping cost (US only; international customers pay second shipping fee).

  5. If the new item is more expensive, we will send you a payment link for the difference. If it is less expensive, we refund the difference.

Processing time for exchanges: Expect 2–3 weeks total from when you ship the original item to when you receive the new one.

Direct Exchange Without Returning First?

We generally do not offer advance exchanges (shipping the new item before receiving the old one) because of the risk of non-return. However, for loyal customers with a history of good orders, we may make exceptions. Contact us to ask.

13. Gift Returns – If You Received a T2T SIMPLE Product as a Gift

If you received a wicker basket or garden product as a gift from someone who purchased it on t2tsimple.com, you may return it for a gift refund or exchange.

How Gift Returns Work

  • You will need the original order number – Ask the gift giver for it, or have them forward the confirmation email to you. Without the order number, we cannot process a return because we cannot verify the purchase.

  • Refund options:

    • Store credit: We can issue an e-gift card to you (the gift recipient) for the value of the product. You can use it to buy something else on our website.

    • Refund to original purchaser: If you prefer, we can refund the gift giver’s original payment method. We will not refund cash to you directly.

  • Return shipping: If the gift giver is willing to handle the return, they can follow the standard process. If you handle it, you will need to pay return shipping (unless the item is defective).

Gift exchanges: You may exchange a gift for a different product. We will ship the new item to you (the recipient) at no additional cost after receiving the original item back.

14. Chargebacks vs. Returns – Why to Contact Us First

A chargeback is a dispute filed with your credit card issuer, not with T2T SIMPLE LTD. While you have the legal right to file a chargeback, we strongly urge you to contact us first for any issue.

Why Contacting Us First Is Better for You

  • Faster resolution: We can issue a refund within 24–48 hours. A chargeback takes 30–90 days.

  • No risk of losing: If you file a chargeback and we can prove the item was delivered and met the description, you may lose the dispute and end up with no refund.

  • Avoid fees: Chargebacks cost us fees. If you file a chargeback without contacting us, we may block you from future purchases.

  • We are reasonable: We approve almost all legitimate return requests. There is no need for a chargeback unless we refuse to honor our policy (which we never do).

When You Might Consider a Chargeback

Only if:

  • You never received the item and we refuse to refund after investigation.

  • You received a completely different item and we refuse to accept a return.

  • You see fraudulent charges from our website (which would be a case of identity theft – please also tell us immediately).

In all other cases, please email us first. We promise to treat you fairly.

15. Frequently Asked Questions (FAQ) About Returns

Q1: How long do I have to return an item?

A: 30 calendar days from the delivery date, as shown by the carrier’s tracking.

Q2: Do I need the original packaging?

A: Yes, whenever possible. If you lost the original box, use any sturdy box. But we may deduct a small fee if the missing packaging prevents us from reselling as new.

Q3: Who pays for return shipping?

A: If the return is our fault (damaged, defective, wrong item), we pay. If you changed your mind or ordered incorrectly, you pay.

Q4: Can I return an item that I have already used?

A: No, unless the usage revealed a hidden defect. Light inspection is fine, but actual use (storing items, placing outdoors, washing) voids the return policy.

Q5: How will I receive my refund?

A: Back to your original payment method (credit/debit card, Apple Pay, or Google Pay). We cannot refund to a different card.

Q6: What if I lost my order number?

A: Email us with your full name and shipping address, and the approximate date of purchase. We can locate your order manually.

Q7: Can I return multiple items from the same order in one box?

A: Yes! Please include all items in one package to save on shipping costs.

Q8: Do you offer free returns for Prime members or any loyalty program?

A: Not at this time. We are a small brand, not Amazon. However, our return policy is still very generous compared to many small e-commerce stores.

Q9: What if my return package is lost in transit?

A: You are responsible for the return package until we receive it. Always use a tracked shipping method. If the carrier loses the package, you must file a claim with them. We cannot issue a refund for a return we never received.

Q10: Can I return an item to your London address?

A: No. Our London address is a registered office, not a returns facility. Returns sent there will be refused or discarded. Always wait for our return authorization email with the correct address.

16. Our Commitment to Continuous Improvement

At T2T SIMPLE LTD, we view every return as an opportunity to learn. If we notice a pattern of returns for a specific product (e.g., “this basket is smaller than expected”), we update our product description and photos to be more accurate. If customers frequently report shipping damage, we improve our packaging.

Your feedback matters. When you return an item, please take a moment to tell us why. You can use the email reply or fill out a brief survey we may send. We read every comment.

Our ultimate goal is to reduce the need for returns by providing such accurate descriptions, high-quality photos, and reliable products that you love your purchase the first time. Until we achieve perfection, our return policy is your safety net.

Contact Us for Return Assistance

If you have any questions about this policy or need help starting a return, please reach out:

📧 marga.trading.amz@gmail.com – Best for detailed inquiries and return requests
📞 Phone: +84 0585824143 – For urgent return authorizations or questions about damaged items (UK business hours, but we check voicemails)

Please have your order number ready when you contact us.

Thank you for shopping at T2T SIMPLE LTD. We appreciate your business and your trust.