Balsam Hill® Cancellation & Return Policy
Terms and Conditions
Orders received by 11 am London time on working weekdays (Monday to Friday) will usually be dispatched the following working day.
Delivery Terms & Conditions
All delivery charges and areas are shown on our delivery pricing page. We reserve the right to amend all delivery prices and conditions at their discretion and without notice. Deliveries will be sent via courier.
Deliveries are made Monday to Friday. Please contact us the following working day for an updated schedule. We will inform you if we know of any expected delays or problems.
If there is problem with your order?
Any breakages, shortages and discrepancies with your order must be reported as soon as possible after receipt of the order.
If you wish to cancel your order, in accordance with the EU's Consumer Rights Directive, we require notice in writing either by fax or email. Your right to cancel an order for goods starts the moment you place your order and ends 14 days from the day you receive your goods.
If you do cancel your order, please note that you are responsible for all return shipping charges. Please note that since we only provide free standard delivery with all orders, so if you arranged for enhanced delivery options when the goods were first shipped to you, for example next-day delivery, the enhanced delivery charge is not refundable. You must ensure the goods are packed adequately to protect against damage. Return shipping charges are £15 per carton for trees and £10 per carton for décor, wreaths and garlands, for both Great Britain and Republic of Ireland.
We are sorry, but we cannot accept the following returns:
If you fail to return the goods, we will arrange return and charge the direct cost of collection plus £10 per carton. If you fail to take reasonable care of the goods, before they are returned, and this results in damage or deterioration of the goods, we will charge you a £35 per carton fee for the reduction on value.
You should get a refund within 14 days of either Balsam Hill® getting the goods back, or your providing evidence of having returned the goods (for example, a proof of postage receipt from the post office), whichever is the sooner. Thank you for your understanding.
What is the return policy?We want you to be delighted with your Balsam Hill® purchase. If you are not completely satisfied with your purchase, you may cancel your order from the moment you have placed your order until 14 days from the day of receiving your goods, you will receive a refund within 14 days of either Balsam Hill® getting the goods back, or your providing evidence of having returned the goods (for example, a proof of postage receipt from the post office), whichever is the sooner.
Unless the goods are defective, damaged or not as specified on your order acknowledgement, you are responsible for the cost of returning the goods to us. We recommend you use tracked delivery service, as proof of shipping is not proof of receipt. If there has been a change of mind, it is the customers' responsibility to meet all costs of the returned delivery and to take care that goods returned are in a reasonable condition.
If you do find that an item is faulty or damaged, please contact us immediately at 02033 686 726, or via email at firstname.lastname@example.org. We will offer you a full refund for the order (this includes standard original delivery cost).
All returned goods should neither be used, nor assembled or part assembled and should be returned with their original packaging, except where the items are faulty.
You must take reasonable care of the goods while they are in your possession and ensure that goods are not damaged in return transit to Balsam Hill®. You will be responsible for the cost of returning the goods unless they are faulty.
We recommend you use a tracked delivery service for return of the items. We can arrange a collection service for you at your expense.
This Returns Policy does not take away any rights you may have under consumer law. For more information please visit: http://eur-lex.europa.eu/LexUriServ/LexUriServ.do?uri=CELEX:31997L0007:EN:NOT.
This Returns Policy is in accordance with your right to cancel a contract formed at a distance under the Consumer Rights Directive.
It is your responsibility to take care of the goods before returning them, and they must be returned in a state where they can be resold.
How long will it take to receive my credit?
We will try our best to credit you as quickly as possible. All returns must be inspected by our quality control team. Please allow us up to 14 days after receiving your returned goods or 14 days after your providing evidence of having returned the goods (for example, a proof of postage receipt from the post office), whichever is the sooner, to apply your credit. Thank you for your understanding.
Do I have to pay for returns?
Unless the goods are defective, damaged or not as specified on your order acknowledgement, you are responsible for the cost of returning goods to the merchant. We recommend that you use tracked delivery service, as proof of shipping is not proof of receipt.
Where do I return my item?
Please email Customer Service for more information on returning an item, or call us at 02033 686 726. You will be provided with a Return Merchandise Authorization (RMA) number and more information on how to complete your return.
Balsam Hill® Returns Centre
If you have any other queries please call customer services on 02033 686 726.
You must notify us if you wish to return an item within 14 days from date of receipt of goods.
Cancelled orders will be fully refunded in accordance with our returns policy above and within 14 days of either Balsam Hill® getting the goods back, or your providing evidence of having returned the goods (for example, a proof of postage receipt from the post office), whichever is the sooner..
If you request a replacement in lieu of a refund the new item will be dispatched upon receipt of the returned goods at Balsam Hill®.
If you require replacement goods urgently, please contact us or place an additional order. The original cancelled order will be refunded in the normal way.
Faulty items must be notified to Balsam Hill® within 7 days of receipt of the goods. All products purchased from Balsam Hill® are covered by the EU's Consumer Rights Directive. If there is a fault with any of our goods please contact us and we will deal with the matter in accordance with your legal rights.
Consumer Rights Directive
If you have ordered by telephone or internet, under the Consumer Rights Directive, you have a statutory right to cancel your order and receive a full refund for any home delivery item.