Payments, Returns & Refunds Policy

Accepted Payment Methods

LifeTree supports secure multi-currency transactions via global FinTech partners. Accepted methods include major international Credit/Debit Cards (Visa, Mastercard, American Express), UnionPay, Alipay, and localized regional online banking rails.

Cancellation Policy

• Standard Products: Orders may be canceled within 2 hours of placement, provided the fulfillment process has not commenced in our warehouse.
• Fresh Produce Orders: Fresh whole durian orders cannot be canceled once harvesting or air-freight consolidation has been initiated in Pahang, Malaysia.

Returns & Refunds Framework

1. Health, Beauty, Personal Care & Functional Foods

• Unopened Products: Customers may request a return within 7 days of delivery. Products must be unopened, unused, sealed in original packaging, and fit for resale.
• Return Shipping: The customer bears return shipping costs unless the return is due to a shipping error or defective item sent by LifeTree.
• Restocking & Refund: Upon receipt and warehouse inspection, a full refund (excluding original shipping fees and non-refundable payment processing fees) will be credited to the original payment method within 7–14 business days.

2. Fresh Durian Fruits & Frozen Durian Pulps

Due to food safety standards and the perishable nature of fresh agricultural produce, standard returns are not accepted.

• Quality Assurance / Damage Claims: If produce arrives severely damaged, spoiled, or defrosted due to courier transit failure, the recipient must submit a claim within 6 hours of delivery receipt.
• Claim Protocol: The customer must send clear photos/videos of the shipping label, exterior packaging, and defective fruit/pulp to customer support at support@lifetree.com.hk.
• Resolution: Validated claims will be granted a partial/full store credit, replacement shipment, or proportional refund at LifeTree’s discretion.