Refund and Returns Policy

Our trees are fresh-cut and delivered to your door for free. If something is wrong with your tree, we’ll fix it. Nothing in this policy limits your rights under the Australian Consumer Law.

Contact us within 48 hours of your delivery date if your tree:

• was damaged in transport,
• arrived dead, dry or dropping heavily, or
• is not the size or type you ordered.

Email trees@christmastreesonline.com.au or call 0416 081 294 (9am to 5pm, seven days). Include your order number and a photo of the tree. A cut tree changes quickly, so we need to see its condition on arrival.

Once we’ve assessed the problem, you can choose:

• a replacement tree, delivered on the next available delivery date, or
• a full refund to your original payment method within 7 business days.

There’s no fee for a replacement, and no re-delivery charge, when the problem is with the tree.

Every tree is cut fresh for your order, so we can’t accept returns or give refunds for a change of mind once it’s been delivered.

• Changing your delivery date: we need more than 48 hours’ notice.
• Changing your tree size: up to 48 hours before delivery. We’ll charge or refund the price difference.
• Cancelling an order: you get a full refund if you cancel up to 48 hours before delivery.

If we can’t deliver your order, we’ll contact you to arrange a new date, or refund you in full if you’d rather cancel. If the delivery failed because we couldn’t leave the tree anywhere safe, or no one was there to receive it and no arrangements were made, we may charge a re-delivery fee. We’ll tell you the amount before we rebook. If we’re the reason delivery failed, there’s no charge.

If you’ve booked collection and want to cancel, we’ll refund the collection fee in full if you tell us before the collection date. If collection is delayed, we’ll text you a new date.

Christmas Trees Online Pty Ltd (ABN 53 637 589 176)
trees@christmastreesonline.com.au
0416 081 294