Returns & Refunds

Last updated: 4 May 2026

Your statutory rights are important to us. This policy explains when the EU 14-day withdrawal right applies, when it does not apply, and how we handle defects, damage and refunds.

1. General Right of Withdrawal

As a consumer in the European Union, you generally have the right to withdraw from a distance purchase within 14 days without giving any reason, in accordance with applicable EU and Hungarian consumer protection rules.

However, the right of withdrawal does not apply in the cases specifically excluded by law, including certain non-prefabricated or personalised goods.

2. Configured and Individually Assembled Products

Many Infinytree products are individually assembled artificial tree compositions. During the order process, the customer selects the tree colour and the planter/pot, and may also select other available configuration options. The final artificial tree composition is assembled, prepared and finalised after the order based on the customer’s selected configuration.

Where a product is assembled or finalised according to the customer’s selected configuration, it is a non-prefabricated and/or personalised product within the meaning of Section 29(1)(c) of Hungarian Government Decree 45/2014 (II. 26.). In such cases, the statutory 14-day right of withdrawal does not apply.

This exclusion applies only where the relevant product is actually ordered as a configured product and is assembled or finalised according to the customer’s selected tree colour, planter/pot or other customer-selected parameters.

3. Required Checkout Acknowledgement

Before placing an order for a configured product, the customer must acknowledge the following statement during checkout:

“I acknowledge that the ordered artificial tree composition will be individually assembled and finalised after my order based on the tree colour, planter/pot and other options selected by me. I understand that such configured products are non-prefabricated and/or personalised products, and that the 14-day statutory right of withdrawal does not apply under Section 29(1)(c) of Hungarian Government Decree 45/2014 (II. 26.).”

4. If Withdrawal Applies to a Non-Configured Product

If a product is expressly sold as a standard, non-configured product and no legal exclusion applies, the withdrawal period expires 14 days from the day on which you, or a person designated by you other than the carrier, acquire physical possession of the goods.

To exercise the right of withdrawal, contact us at info@infinytree.com with your order number and a clear statement that you wish to withdraw.

If withdrawal applies, you must send back the goods without undue delay and no later than 14 days after informing us of your withdrawal. The direct cost of returning the goods is borne by you unless mandatory law provides otherwise.

We will reimburse eligible payments, including the standard initial delivery costs, without undue delay and no later than 14 days from the day on which we are informed of your decision to withdraw.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back, whichever is earliest.

Refunds are made using the same payment method used for the original purchase unless otherwise agreed.

5. Return Condition and Diminished Value

If a statutory withdrawal right applies, products must be returned in their original condition and packaging where reasonably possible.

You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

6. Damaged or Defective Products

If your product arrives damaged or defective:

1. Document the damage with photographs immediately upon delivery.

2. If the packaging is visibly damaged, note the damage on the carrier’s delivery receipt before signing, where possible.

3. Contact us at info@infinytree.com within 48 hours with your order number and photos.

We will assess the issue and, if the damage, defect or material non-conformity is confirmed, handle it in accordance with applicable law.

This applies only to damaged, defective or materially non-conforming products and does not create any voluntary commercial warranty or general return right.

7. Important Notes

• Each Infinytree piece is individually assembled and may have minor visual differences from website photographs.

• Minor variations in trunk shape, foliage distribution, planter appearance and dimensions are inherent to the nature of the products and do not constitute defects unless the product materially differs from the confirmed order specification.

• Products used outdoors or contrary to our care recommendations may not be eligible for defect claims where the issue results from such use.

Need help? Contact us at info@infinytree.com