Returns

Please note our returns policy has been updated to reflect the 'The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013' which replaces the 'Distance Selling Regulations' and came into effect 13th June 2014.

We very much hope you will be happy with your products, however we do understand items sometimes need to be returned. We have therefore tried to make our returns process as clear and easy as possible. If for any reason you are dissatisfied with your product you must let us know within 14 days after delivery which is known as your "cooling off period".

Our returns policy is in accordance with the 'Sales of Goods Act' and 'The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013' and forms part of our Terms and Conditions of Sale. If you have any specific queries regarding our returns policy please email info@christmastreeworld.co.uk.

 

Unwanted Goods, As New

The item is in brand new condition, in its original packaging, unused.

Unwanted Goods, Opened

The item is working but either is opened, used, marked or something is missing.

Faulty Goods*

The item is tested as faulty.

14 Days OR Less

The item being returned is within 14 days of delivery
A full product refund OR an exchange of equal value is guaranteed for returns unopened, as new. You are entitled to a refund less any reduction in value due to excessive handling. Erecting the tree to assess its suitability is not considered excessive handling. You can return the item for EITHER a replacement, a credit towards an alternative or a full refund.

30 Days OR Less

The item being returned is within 30 days of delivery
A full product refund OR an exchange of equal value is guaranteed for returns unopened, as new. We are unable to offer any reimbursement. You can return the item for EITHER a replacement, a credit towards an alternative or a full refund.

31 Days to 6 Months

The item being return is within 30 days to 6 months of delivery
We are unable to offer any reimbursement. We are unable to offer any reimbursement. You are entitled to a repair or replacement of similar age and condition of the faulty item.

6 Months+

The item is older than 6 months from delivery
We are unable to offer any reimbursement. We are unable to offer any reimbursement. We offer a 10 year guarantee on artificial tree construction, tree foliage and a 1 year guarantee on electrical items. Should your product develop a fault from a manufacturing defect and NOT from general wear and tear, we will repair or replace the damaged part.

The following applies to all returns:

  1. When returning goods yourself, all goods returned remain your responsibility during transit and until signed for by ourselves or an appointed agent. We would recommend a tracked delivery service by a courier of your choice, together with adequate insurance to cover the cost of the item/s. Insurance is at your discretion.
  2. Should you request us to arrange the collection with one of our couriers, once the items have been collected by the courier the goods in transit will be our responsibility. Please note for this collection service on goods that are not faulty there is a £15 collection charge or £10 per box for multiple box consignments.
  3. Goods must be returned complete (including all packaging, cables, manuals, promotional gifts/items etc for that product).
  4. Products physically damaged (Cracked components, dents, scratches, defacement, wear and tear or wilful damage) will not be accepted.
    • All goods must be received within 14 working days of the return being accepted.
    • Except in the case of inherently faulty goods (i.e. faults present at the time of sale); or goods faulty within the first 14 days; return shipping is to be paid by the customer.
      • For the return of faulty goods, unless mutually agreed otherwise, we will arrange the collection with one of our couriers and the cost will be borne by us.

    Unwanted Goods - As New

    If you have changed your mind about the goods ordered and wish to return them, then you can do so provided you request a return within 30 days of receipt. The goods must be in fully resalable condition when returned.

    What do you mean by 'As New'?

    • the goods are unopened
    • the goods have not been used
    • the goods are unmarked
    • the goods are in fully resalable condition

    What will I get refunded?

    • the original full value of the goods returned

    Will I get any delivery costs refunded?

    • we will refund the original delivery costs to a maximum value of the lowest cost standard delivery for the items you purchased
    • premium delivery costs will not be refunded

    Am I responsible for return delivery costs?
    • The cost of returning unwanted goods is your responsibility. Should you request us to arrange collection for unwanted goods with one of our couriers, there is a £15 collection charge or £10 per box for multiple box consignments to cover our costs.

    Unwanted Goods - Opened

    If you have changed your mind about the goods ordered and wish to return them, then you can do so provided you request your returns number within 14 days of receipt.

    You are liable for any diminished value of the goods resulting from handling, if in particular it goes beyond the sort of handling that might reasonably be allowed in a shop or erecting the tree to assess its suitability.

    What type of 'handling' will affect the refund value?

    • losing, damaging or defacing packaging
    • using the goods
    • marking or damaging the goods

    Will I get any delivery costs refunded?

    • we will refund the original delivery costs to a maximum value of the lowest cost standard delivery for the items you purchased
    • premium delivery costs will not be refunded

    Am I responsible for return delivery costs?
    • The cost of returning unwanted goods is your responsibility. Should you request us to arrange collection for unwanted goods with one of our couriers, there is a £15 collection charge or £10 per box for multiple box consignments to cover our costs.

    Goods Faulty - within first 14 days

    If unfortunately your goods are delivered faulty or develop a fault in the first 14 days after delivery please contact us immediately by using our contact form or sending us an email to info@christmastreeworld.co.uk. In most cases, where possible, we will request photographic evidence of the fault.

    If the goods are assessed to be faulty

    • You can either have a replacement part or full product where a part will not solve the issue, a credit towards another product or a full refund. If the product needs to be collected, it will be arranged by us with one of our couriers and the cost will be borne by us.

    If the goods are assessed to not be faulty

    • You are responsible for any delivery or collection charges incurred should you wish to return the product

    Goods Faulty - after 30 days and within 6 months

    If this unfortunately should happen and your goods develop a fault after 30 days of dispatch please contact us immediately by using our contact form or sending us an email to info@christmastreeworld.co.uk. In most cases, where possible, we will request photographic evidence of the fault..

    If the goods are assessed to be faulty

    • You are untitled to a replacement part or product of similar age and condition under our 10 year construction & foliage guarantee or our 1 year electrical product guarantee.
      PLEASE NOTE : This means the replacement might not be a brand new product

    If the items are assessed to not be faulty

      • You are responsible for any delivery or collection charges incurred should you wish to return the product

    Goods Faulty - after 6 months and within warranty period*

    If your item should develop a fault within the warranty period, you are entitled to a replacement part or a replacement product should a replacement part not solve the fault. A partial refund may also be issued if mutually agreed to be the more appropriate solution.

    • Please contact us using our contact for or email us in info@christmastreeworld.co.uk for more information on our warranty and replacement services

    * None of the above conditions affect your statutory rights when goods are faulty due to inherent faults.



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