To create a return request please click here to visit our Self-service Returns Portal
RETURNS
We know how important Christmas is to our customers, that’s why we’ve made our returns process as simple as possible so you can enjoy a stress-free Xmas.
If you’re unsatisfied with your order for any reason, we will make sure you receive the replacement, exchange or refund you require. Just let us know what you would like to do within 14 days from the date you received your order by logging the request in our Self-service Returns Portal.
If the item is in full working condition but you would like to return it, you can request a return within the 14 days of receiving your item. You then have a further 14 days within which to return the parcel to us.
Customers have the option of either returning the item themselves or, more popularly, arranging collection with one of our couriers. Collection fee is £15 for one parcel/box or £10 per parcel/box for orders with multiple shipments. Just speak with one of our helpful customer service team who will be more than happy to help with arranging your collection.
If on the rare occasion there is a fault with your item, our customer service team will also be able to assist in providing you with a replacement part or replacement item.
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 Sales. If you have any specific queries regarding our returns policy, please email [email protected].
To learn more about our returns, please select the box that applies to you based on the duration since delivery and the condition of the goods.
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. This applies only to Mainland UK.
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.
5. All goods must be received within 14 working days of the return being accepted.
6. 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.
14 Days OR Less
Unwanted Goods, As New
A full product refund OR an exchange of equal value is guaranteed for returns unopened, 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 14 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 resellable 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 couries, there is a £15 collection charge or £10 per box for multiple box consignments to cover our costs.
14 Days OR Less
Unwanted Goods, Opened
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.
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.
14 Days OR Less
Faulty Goods
You can return the item for EITHER a replacement, a credit towards an alternative or a full refund.
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 [email protected]. 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
30 Days OR Less
Unwanted Goods, As New
A full product refund OR an exchange of equal value is guaranteed for returns unopened, 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 14 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 resellable 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.
30 Days OR Less
Faulty Goods
You can return the item for EITHER a replacement, a credit towards an alternative or a full refund.
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 [email protected]. 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
31 Days to 6 Months
Faulty Goods
You are entitled to a repair or replacement of similar age and condition of the faulty item.
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 [email protected]. In most cases, where possible, we will request photographic evidence of the fault.
If the goods are assessed to be faulty:
- You may be entitled to a replacement part or product of similar age and condition under a manufacturers guarantee or warranty if one is included with your purchased product. PLEASE NOTE : In cases where there is a manufacturers guarantee, please check any details provided on the packaging, documentation provided with the product or on the manufacturers website for details on how to claim.
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
6 Months+
Faulty Goods
- You may be entitled to a replacement part or product of similar age and condition under a manufacturers guarantee or warranty if one is included with your purchased product. PLEASE NOTE : In cases where there is a manufacturers guarantee, please check any details provided on the packaging, documentation provided with the product or on the manufacturers website for details on how to claim.