Terms & Conditions
Orders received by 11 pm GMT on working weekdays (Monday to Friday) will usually be dispatched the following working day. This will not be the case if you have entered a preferred day or week that is not 'next day'.
Goods ordered on a Saturday or Sunday will be dispatched on the next working day (Monday) unless a preferred date has been entered.
It is the customer's responsibility to check their order before confirmation.
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.
All deliveries are made to your door. Delivery personnel are not contracted to install your Christmas tree or remove any packaging.
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.
All delivery services are offered in good faith. However, we do not accept responsibility for items that do not arrive on a particular day. We cannot accept this as a valid reason to cancel your order. If you refuse your delivery or part of your delivery for this reason or any other reason except for damaged or incorrect items sent, you will be refunded minus the delivery cost and cost of returning the products to us.
If there is a 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 or €20 per tree, £10 or €10 per wreath or garland.
We are sorry, but we cannot accept the following returns:
- Unauthorized returns
- Returns on products damaged due to improper care or use
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.
This cancellation policy does not affect your legal rights if goods are faulty.
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 our Customer Service. 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: Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights.
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. You will be provided with a Return Merchandise Authorization (RMA) number and more information on how to complete your return.
C/O Warehouse One
If you have any other queries please contact Customer Service.
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.
To cancel, you can contact Customer Service, quoting your order number. 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 your order consists of multiple goods, the 14 days runs from when you get the last of the batch. This 14 day period is the time you have to decide whether to cancel, you then have a further 14 days to actually send the goods back.You must take reasonable care of the item(s).
If you have an Internet order query, please contact Customer Service.
(For security and training purposes, telephone calls to and from our customer service centres may be recorded or monitored).