Returns & Refunds Policy 

 

We want you to be completely satisfied with your purchase from Christmas Tree World Ltd.  This Returns Policy is designed to be clear and easy to understand and is in accordance with your legal rights under UK law, specifically the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. 

 

Your Statutory Rights

 

As a consumer, you have statutory rights relating to faulty goods or goods not as described.  These rights are not affected by our returns policy.  In summary, under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. 

 

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Returns for unwanted items - Your right to cancel (Distance Selling) 

 

Under the Consumer Contracts Regulations 2013, if you purchased goods from us either online, by phone, or mail order (distance selling), you have the right to cancel your order for any reason within 14 days of receiving your goods. This is known as the "cooling-off period." 

 

How to cancel your order and return unwanted items:

 

You must inform us of your decision to cancel within 14 days of receiving your goods. The request must be logged electronically in our Returns Portal. You can do this by:

 

• Submitting a cancellation request through our Returns Portal: https://returns.christmastreeworld.co.uk/return

 

• Telephoning us to ask an agent assist you in completing the Returns Portal request on +44 1257 754 795

 

You must then return the goods to us within 14 days of notifying us of your cancellation.  We offer a Collection Booking Service option in the Portal, so you can automatically request a Return Collection on a day most convenient to yourself (additional cost may apply) to make the whole process easy and hassle-free.

 

Condition of returned unwanted items: 

 

Returned items must be in a resalable condition.  While you are entitled to inspect the goods as you would in a shop, you have a duty to take reasonable care of them. We may make a deduction from your refund for any diminished value of the goods if the handling goes beyond what is necessary to establish the nature, characteristics, and functioning of the goods. 

 

Return delivery costs for unwanted items (Cooling-off period):

 

If you are returning goods because you have changed your mind under the cooling-off period, you will be responsible for the return delivery costs.  When completing the request in our Returns Portal you can choose to either:  

 

• Arrange your own return using a carrier of your choice. We recommend you obtain proof of postage and inform us of this once posted.

 

• Request that we arrange a collection using our CBS (Courier Booking Service). The optional CBS is charged at £15 per return request (up to a maximum of 4 parcels). Just speak with one of our helpful customer service team who will be more than happy to help with arranging a special collection if you would like to return more than 4 parcels(an additional fee may apply). There is no immediate fee to pay if you choose the CBS option, it will simply be deducted from your refund should you choose this option.

 

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Returns for Faulty, Defective or Not as Described items - Your right to cancel

 
If you have received goods that are faulty, not as described, or not of satisfactory quality, you are entitled to the following remedies under the Consumer Rights Act 2015:

 

• Short-term right to reject (within 30 days):

  • You have the right to reject the faulty, defective or not as described goods and receive a full refund if you notify us within 30 days of receiving your order. 

 

• Right to repair or replacement (after 30 days and up to 6 months):

  • If you notify us after 30 days but within 6 months of receiving the goods, you have the right to request a repair or replacement.  We will, at our option, repair or replace the goods.  If repair or replacement is not possible or is disproportionate, or if the repair or replacement is unsuccessful, you may then be entitled to a price reduction, an alternative of equal or higher value, or a final right to reject the goods and receive a refund. 

 

• Beyond 6 Months:

  • Even after 6 months, you may still have rights if the goods are not of durable quality, depending on the nature of the product. You have a 10 year Foliage guarantee on all Artifical Christmas Trees, and 1 year on all electrical products.

 

How to return or exchange defective, faulty or not as described items:

 

 Please notify us as soon as possible if you believe your goods are faulty, not as described or not of satisfactory quality.  You can contact us by:

 

• Submitting a return/replacement request through our Returns Portal: https://returns.christmastreeworld.co.uk/return

 

• Telephoning us to ask an agent assist you in completing the Returns Portal request on +44 1257 754 795

 

Please note, aesthetical indifferences caused by user input (such as lack of branch fluffing) does not constitute a defect.  It is expected that certain products will require an element of preparation to make them visually similar to those shown on the website.  Aesthetical differences are open to individual interpretation and do not qualify as a fault.  Once we have confirmed the reported fault, we will then advise you on the returns process.

 

Return delivery costs for defective, faulty or not as described items :

Once you have submitted the return request in the Returns Portal, you will receive an RMA Return number once confirmed.  When completing the request in our Returns Portal you can choose to either:  

 

• Arrange your own return using a carrier of your choice. We recommend you obtain proof of postage and inform us of this once posted.  We will refund your return costs up to a maximum of £30.

   

• Request that we arrange a collection using our CBS (Courier Booking Service). This is recommended (up to a maximum of 4 parcels). Just speak with one of our helpful customer service team who will be more than happy to help with arranging a special collection if you would like to return more than 4 parcels(an additional fee may apply). The return costs are free of charge with this method.

 

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How to return your order

 

• Returns portal

  • We encourage you to use our online Returns Portal to initiate your return for both faulty or unwanted items.  We do not accept returns without an authorised Returns number, known as an RMA number.  Click here to visit our Returns Portal or contact us by telephone to obtain an RMA.

 

• Packaging

  • Please ensure goods are securely packaged for return to prevent damage in transit. Ideally, please return items in their original packaging where possible.   Please ensure all items are included.  Ensure you remove or strikethrough the original delivery label and barcode.

 

• Proof of postage

  • When returning items yourself, we recommend you obtain proof of postage and provide this information to our customer services team.  This will speed up the refund/exchange process.

 

• The delivery label

  • If you choose the CBS in your return request, you do not require a label, the driver will bring this and attach it to your parcel on your day of collection.  If for any reason the parcel fails to be collected on your chosen day, please email us to rearrange the collection for you.  Please note there may be an additional Failed Collection fee if you are not present to produce the parcel to the driver on the collection day chosen.

 

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Refunds & exchange information

 

• Refund timeframe: 

  • Once we receive the returned goods (or proof of postage), or if you are rejecting faulty goods and we agree return is not necessary, we will process your refund within a maximum period of 14 days. If you are exchanging goods due to a fault we will also refund any return costs within this timeframe.

 

• Refund method:

  • Refunds will only be issued to the original payment method used for the purchase. 

 

• Deductions from refunds: 

• • As mentioned above, we may deduct an amount from your refund if you have handled unwanted goods more than necessary, resulting in a diminished value. 

  • If you are returning an unwated purchase and opt to use the Collection Booking Service when completing the Returns Portal request, the agreed collection cost will be deducted from your refund. 

 

• Original delivery costs: 

  • Faulty Goods: For faulty goods, you will also be refunded the original delivery charges you paid. 

  • Unwanted Items (Cooling-Off Period): For unwanted items returned under the cooling-off period, we will refund the basic delivery cost.  If you chose a more expensive delivery option (e.g., express delivery) at the time of purchase, we are only obliged to refund the cost of standard delivery along with your purchase. 

 
Returns & Refunds Policy 
 

We want you to be completely satisfied with your purchase from Christmas Tree World Ltd.  This Returns Policy is designed to be clear and easy to understand and is in accordance with your legal rights under UK law, specifically the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. 

 

Your Statutory Rights
As a consumer, you have statutory rights relating to faulty goods or goods not as described.  These rights are not affected by our returns policy.  In summary, under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. 

 

 

Returns for unwanted items - Your right to cancel (Distance Selling) 
Under the Consumer Contracts Regulations 2013, if you purchased goods from us either online, by phone, or mail order (distance selling), you have the right to cancel your order for any reason within 14 days of receiving your goods. This is known as the "cooling-off period." 

 

How to cancel your order and return unwanted items:
You must inform us of your decision to cancel within 14 days of receiving your goods. The request must be logged electronically in our Returns Portal. You can do this by:

 

Submitting a cancellation request through our Returns Portal: https://returns.christmastreeworld.co.uk/return
 

Telephoning us to ask an agent assist you in completing the Returns Portal request on +44 1257 754 795
 

You must then return the goods to us within 14 days of notifying us of your cancellation.  We offer a Collection Booking Service option in the Portal, so you can automatically request a Return Collection on a day most convenient to yourself (additional cost may apply) to make the whole process easy and hassle-free.

 

Condition of returned unwanted items: 
Returned items must be in a resalable condition.  While you are entitled to inspect the goods as you would in a shop, you have a duty to take reasonable care of them. We may make a deduction from your refund for any diminished value of the goods if the handling goes beyond what is necessary to establish the nature, characteristics, and functioning of the goods. 

 

Return delivery costs for unwanted items (Cooling-off period):
If you are returning goods because you have changed your mind under the cooling-off period, you will be responsible for the return delivery costs.  When completing the request in our Returns Portal you can choose to either:  

 

Arrange your own return using a carrier of your choice. We recommend you obtain proof of postage and inform us of this once posted.
 

Request that we arrange a collection using our CBS (Courier Booking Service). The optional CBS is charged at £15 per return request (up to a maximum of 4 parcels). Just speak with one of our helpful customer service team who will be more than happy to help with arranging a special collection if you would like to return more than 4 parcels(an additional fee may apply). There is no immediate fee to pay if you choose the CBS option, it will simply be deducted from your refund should you choose this option.
 

 

Returns for Faulty, Defective or Not as Described items - Your right to cancel
 
If you have received goods that are faulty, not as described, or not of satisfactory quality, you are entitled to the following remedies under the Consumer Rights Act 2015:

 

Short-term right to reject (within 30 days):
You have the right to reject the faulty, defective or not as described goods and receive a full refund if you notify us within 30 days of receiving your order. 

 

Right to repair or replacement (after 30 days and up to 6 months):
If you notify us after 30 days but within 6 months of receiving the goods, you have the right to request a repair or replacement.  We will, at our option, repair or replace the goods.  If repair or replacement is not possible or is disproportionate, or if the repair or replacement is unsuccessful, you may then be entitled to a price reduction, an alternative of equal or higher value, or a final right to reject the goods and receive a refund. 

 

Beyond 6 Months:
Even after 6 months, you may still have rights if the goods are not of durable quality, depending on the nature of the product. You have a 10 year Foliage guarantee on all Artifical Christmas Trees, and 1 year on all electrical products.

 

How to return or exchange defective, faulty or not as described items:
 Please notify us as soon as possible if you believe your goods are faulty, not as described or not of satisfactory quality.  You can contact us by:

 

Submitting a return/replacement request through our Returns Portal: https://returns.christmastreeworld.co.uk/return
 

Telephoning us to ask an agent assist you in completing the Returns Portal request on +44 1257 754 795
 

Please note, aesthetical indifferences caused by user input (such as lack of branch fluffing) does not constitute a defect.  It is expected that certain products will require an element of preparation to make them visually similar to those shown on the website.  Aesthetical differences are open to individual interpretation and do not qualify as a fault.  Once we have confirmed the reported fault, we will then advise you on the returns process.

 

Return delivery costs for defective, faulty or not as described items :

Once you have submitted the return request in the Returns Portal, you will receive an RMA Return number once confirmed.  When completing the request in our Returns Portal you can choose to either:  

 

Arrange your own return using a carrier of your choice. We recommend you obtain proof of postage and inform us of this once posted.  We will refund your return costs up to a maximum of £30.
 
Request that we arrange a collection using our CBS (Courier Booking Service). This is recommended (up to a maximum of 4 parcels). Just speak with one of our helpful customer service team who will be more than happy to help with arranging a special collection if you would like to return more than 4 parcels(an additional fee may apply). The return costs are free of charge with this method.
 

How to return items 
 

Returns Portal - We encourage you to use our online Returns Portal to initiate your return for both faulty or unwanted items. Click here to visit our Returns Portal
 

Packaging: Please ensure goods are securely packaged for return to prevent damage in transit. Ideally, please return items in their original packaging where possible. 
 

Proof of Postage: When returning items yourself, we recommend you obtain proof of postage. 
 

Refunds or Exchanges
 

Refund Timeframe:  
Once we receive the returned goods (or proof of postage for unwanted items if agreed), or if you are rejecting faulty goods and we agree return is not necessary, we will process your refund within 14 days. 
 

Refund Method: 
Refunds will only be issued to the original payment method used for the purchase. 
 

Deductions from Refunds: 
As mentioned above, we may deduct an amount from your refund if you have handled unwanted goods more than necessary, resulting in a diminished value. 
Collection Costs (Unwanted Items): If you requested us to arrange collection for unwanted items, the agreed collection cost will be deducted from your refund. 
Original Delivery Costs: 
Faulty Goods: For faulty goods, you will also be refunded the original delivery charges you paid. 
Unwanted Items (Cooling-Off Period): For unwanted items returned under the cooling-off period, we will refund the basic delivery cost.  If you chose a more expensive delivery option (e.g., express delivery) at the time of purchase, we are only obliged to refund the cost of standard delivery.