Here at Cole’s Christmas Trees we are proud of our product and customer service.
In the event that you receive the incorrect product or are unhappy with your purchase we are here to help.
Below are details on how we handle requests for refunds, returns and exchanges.
Christmas tree returns, damages and exchanges.
Each and every tree is unique, there are no two the same. As they are natural products trees will vary in colour, shape, size, and density.
We are happy to exchange or refund a tree if you have received an incorrect item or it has been damaged.
We net all our trees to protect them in transit. If your tree is unfortunate to become damaged please contact us. If you notice the tree is damaged on delivery please reject the delivery.
To be eligible for an exchange or refund of a damaged tree you must inform us of any damage within 48hrs of the delivery date so that we can rectify any problem.
We will acknowledge damage for any of the following reasons:
- The leader (top central stem of the tree) has snapped
- In rare cases trees can suffer “shock” from being cut, in this instance the tree will loose nearly all of its needles within 2 days. If this happens please contact us and subject to acceptance from us we will replace the tree free of charge.
We will NOT accept damage for the following reasons:
- Shape of the tree
- Size of the tree
- Needles dropping
- Discolouration or colour variation
- Branches that have been pruned
We have a 30 day return policy for all other items, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, and unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at email@example.com If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at firstname.lastname@example.org
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods such as plants (Christmas trees) custom products (such as special orders or personalized items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.