Refund & Returns Policy

Last updated: 27.11.25

We want you to be fully satisfied with your purchase. If you are not happy with your order, this policy explains how returns and refunds work.

Eligibility for Returns

We accept returns within 30 days of delivery. To be eligible, items must be:

• Unused
  
• Unwashed
  
• Free from damage or signs of wear
  
• In original packaging (where applicable)
  

Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns on:

• Products showing damage caused by misuse, improper setup, or sharp objects
  
• Items exposed to fire, extreme heat, or chemicals
  
• Customised items
  

Faulty or Damaged Goods

If you believe your item is faulty, contact us at hangwith@twotreesoutdoors.com within 7 days of noticing the issue. We will request photos and order information.

If confirmed faulty, we will offer:

• A replacement
  
• Or a full refund
  
• And cover return shipping where required
  

Return Shipping

• Customers are responsible for return postage for non-faulty items.
  
• We recommend using a tracked service.
  

Refunds

Once your return is received and inspected, we will notify you. Approved refunds are processed to your original payment method within 5–10 business days.

Exchanges

Exchanges are processed as a return + new order. Contact us if you need help.

Contact

Email: hangwith@twotreesoutdoors.com

Lifetime Warranty Policy

Last updated: 27.11.25

Two Trees Outdoors products are covered by a Lifetime Warranty for manufacturing defects affecting the normal, intended use of the product.

What the Warranty Covers

• Stitching defects
  
• Hardware defects
  
• Material faults
  
• Structural issues caused by manufacturing errors
  

What the Warranty Does Not Cover

• Damage caused by misuse, improper installation, or unsafe anchor points
  
• Damage caused by sharp objects, knives, tools, or friction burns
  
• Damage caused by fire, chemicals, or extreme heat
  
• Normal wear and tear
  
• Commercial or industrial use
  
• Cosmetic damage that does not affect function
  

How to Make a Claim

Email hangwith@twotreesoutdoors.com with:

• Proof of purchase
  
• Photos/videos of the issue
  
• Explanation of how the product was used
  

If approved, we will issue:

• A replacement
  
• Or equivalent store credit
  

The decision to repair, replace, or credit is at our discretion.

Shipping Policy

Last updated: 27.11.25

Processing Time

All orders are processed within 1–2 business days. Orders placed on weekends or public holidays are processed the next business day.

Shipping Times

UK Standard Delivery: 2–5 business days

UK Express Delivery: 1–2 business days

International Delivery: 5–15 business days (location dependent)

Shipping Fees

Calculated at checkout based on order weight and destination.

Order Tracking

Customers receive a tracking number by email once dispatched.

Lost or Delayed Parcels

If your parcel is delayed, please contact the courier first.

If a parcel is confirmed lost, we will send a replacement or issue a refund.

Incorrect Address

Customers are responsible for ensuring their shipping address is correct. Two Trees Outdoors is not liable for parcels lost due to incorrect address entry.

Environment & Sustainability Policy

Last updated: 27.11.25

Two Trees Outdoors is committed to minimising environmental impact and promoting responsible outdoor practices.

Materials & Manufacturing

• We work with suppliers who follow responsible manufacturing standards.
  
• We prioritise durable materials designed for long-term use to reduce waste.
  

Packaging

• Our packaging is recyclable, minimal, and free from unnecessary plastics.
  
• We continually review options to reduce environmental impact.
  

Sustainability Practices

• We encourage responsible wild camping and Leave No Trace principles.
  
• We design gear to last, reducing landfill waste.
  

Continuous Improvement

We regularly review our environmental practices and seek ways to improve.

Privacy Policy

Last updated: 27.11.25

This Privacy Policy explains how Two Trees Outdoors collects, uses, and protects your personal information in compliance with the UK GDPR.

Information We Collect

We may collect:

• Name
  
• Email address
  
• Billing and shipping addresses
  
• Payment information (processed securely via third-party providers)
  
• Device information, cookies, analytics data
  

How We Use Your Information

To:

• Process orders
  
• Provide customer support
  
• Send marketing emails (with consent)
  
• Improve website functionality and analytics
  

Sharing Your Information

We do not sell your data.

We share information only with essential service providers:

• Payment processors
  
• Warehousing & shipping partners
  
• Email/marketing systems
  
• Analytics tools
  

Your Rights

Under UK GDPR, you may request:

• Access to your data
  
• Correction or deletion
  
• Restriction of processing
  
• Withdrawal of consent

Security

We take reasonable steps to protect customer data but cannot guarantee absolute security of internet transmission.

Safety Disclaimer

Last updated: 27.11.25

Outdoor activities involve inherent risk. By purchasing and using TwoTrees Outdoors products, you agree to use them responsibly.

User Responsibility

Users must:

• Check all anchor points for stability and integrity
  
• Inspect straps and fabric before each use
  
• Follow weight limits and setup instructions
  
• Avoid damaged, dead, or unstable trees
  
• Ensure proper height and clearance when hanging a hammock
  
• Operate in safe weather and environmental conditions
  

Limitation of Liability

TwoTrees Outdoors is not responsible for:

• Injury or damage resulting from improper use
  
• Use outside of the product’s intended purpose
  
• Failure to follow safety guidelines
  
• Environmental hazards or unsafe anchor points
  

Use of our products is at the customer’s own risk.

Terms of Service

Last updated: 27.11.25

These Terms govern your use of the Two Trees Outdoors website and your purchase of products.

Use of Website

By accessing our website, you agree not to misuse the site, attempt unauthorised access, or engage in activities that interfere with functionality.

Product Information

We aim for accurate descriptions but cannot guarantee error-free information. Prices may change at any time.

Orders & Payment

We may refuse or cancel any order. Payments must be authorised and valid.

Intellectual Property

All images, designs, content, and branding belong to Two Trees Outdoors and may not be used without written permission.

Limitation of Liability

We are not liable for indirect or consequential damages arising from the use of our website or products.

Governing Law

These terms are governed by UK law.

Cookie Policy

Last updated: 27.11.25

TwoTrees Outdoors uses cookies to improve website performance, analytics, and user experience.

Types of Cookies

• Essential cookies: required for checkout and site functionality
  
• Performance cookies: anonymous analytics (e.g., Shopify, Google Analytics)
  
• Marketing cookies: used for ads with consent
  

Consent

By using our site, you agree to cookie usage. You may adjust cookie preferences via your browser.

Managing Cookies

Users can disable cookies via browser settings, though this may affect certain site functions.