• Fresh Trees: Due to the perishable nature of live Christmas trees, returns are only accepted if the tree is found to be damaged, defective, or significantly different from the product description at the time of delivery. 

• Customer Responsibility: We strongly encourage you to inspect your tree and any additional items at the time of delivery. If you notice any issues with the tree or products, please inform our delivery team immediately. 
• Immediate Returns: If you are not satisfied with the tree's condition upon delivery, you have the option to refuse the tree, and our delivery team will take it back. You can choose a replacement tree or request a refund. 

Contact Us: If you discover an issue with your tree after delivery, contact our customer service within 48 hours of delivery. Please provide your order number, a description of the issue, and photos if possible. 

• Approval Process: Once we receive your return request, our team will review the information and determine if the tree or product is eligible for return or exchange. We may request additional details or arrange for an inspection. 

• Tree Replacement: If your tree is deemed defective or damaged, we will offer a replacement tree of the same type and size at no additional cost. Delivery of the replacement tree will be arranged promptly. 
• Refunds: If a replacement is not possible or you prefer a refund, we will process the refund to your original payment method within 3 business days. Please note that refunds may take several days to appear in your account, depending on your payment provider. 
• Partial Refunds: In some cases, if the tree is generally acceptable but has minor issues, we may offer a partial refund or discount as compensation. 

• Decorated Trees: Trees that have been decorated by our team or by the customer are not eligible for returns, as handling and decoration can affect the tree's condition. 
• Custom Orders: Custom orders, including specially sourced trees or unique decorations, are non-refundable unless defective or damaged upon delivery. 

• Before Delivery: Cancellations made more than 5 days before the scheduled delivery date are eligible for a full refund. Cancellations made within 48hrs of the delivery date may be subject to a cancellation fee of 30% of the order value. 
• After Delivery: Once a tree or product has been delivered, it is considered final sale unless it meets the criteria outlined above for returns or exchanges. 

Custom orders, including specially sourced trees or personalized decorations, are non-refundable unless they arrive damaged or defective. Custom orders are trees over 10ft. Damaged or defective trees are trees that have snapped tips or significantly misshapen and do not meet the British standards.