Refund policy


Return & Refund Policy

1. Perishable Goods Exemption (Change of Mind)

Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, freshly cut real Christmas trees are classified as perishable goods and are liable to deteriorate rapidly once cut. Consequently, they are exempt from statutory 14-day cooling-off cancellation rights. We cannot accept returns, exchanges, or cancellations due to change of mind once your tree has been prepared, harvested, or dispatched.

2. Order Cancellations Prior to Dispatch

  • Notice Given 72 Hours or More in Advance: If you wish to cancel your order, you must provide written notice via email to elves@evergreenelves.co.uk at least 72 hours prior to the start of your booked delivery window. Cancellations meeting this deadline will be refunded less a £20.00 administrative fee, representing a proportionate charge to recover card processing overheads, delivery route reconfiguration, and reserved stock allocation.

  • Notice Given Under 72 Hours: Cancellations requested within 72 hours of your delivery slot cannot be refunded. Within this timeframe, delivery routes are finalized, staffing is committed, and your tree has been allocated and prepared.

(For rescheduling your delivery slot rather than cancelling, please refer to Section 6 of our Shipping & Delivery Policy.)

3. Inspection, Handover, and Doorstep Rejection

  • On-the-Spot Inspection: All trees are delivered unnetted and free of transit packaging so you (or your designated adult representative) can inspect the tree's height, shape, and physical condition upon delivery.

  • Doorstep Rejection for Discrepancy or Damage: If the tree delivered does not match your ordered size category (subject to the standard ±3-inch natural tolerance) or has sustained physical damage in transit (such as a severed leader or fractured main branch), you must notify the delivery team immediately and refuse handover. The driver will take the tree back, and we will arrange an expedited replacement or issue a full refund.

  • Acceptance of Physical Condition: Once the tree is inspected, accepted, and the handover is completed, claims for transit damage, broken branches, or incorrect sizing cannot be accepted.

4. Latent Biological Defects & Needle Retention

We guarantee our trees are freshly sourced and of premium quality. However, needle retention is dependent on proper aftercare once in your home:

  • Care Requirements: Trees must be mounted in a water-holding stand, watered immediately, replenished daily, and placed away from direct radiators, log burners, underfloor heating zones, or open flames.

  • Defect Notifications: In the unlikely event that a tree experiences abnormal, catastrophic needle loss or displays an inherent botanical failure within 48 hours of delivery—despite continuous watering and proper care—you must notify us via email within this 48-hour period with clear, timestamped photographs of the tree and water level in the stand. We reserve the right to inspect or collect the tree to verify the defect before issuing a replacement or remedy under the Consumer Rights Act 2015.

  • Natural Characteristics Excluded: Minor needle shedding during positioning and normal indoor transpiration is natural for any cut conifer and does not constitute a defect.

5. Non-Perishable Goods (Stands, Lights, and Hardware)

  • 14-Day Right to Cancel: Under statutory regulations, unused non-perishable accessories (such as tree stands or lights) may be returned within 14 calendar days of receipt.

  • Condition of Returned Items: Hardware items must be in complete, unused, and resalable condition, in their original packaging with all manuals and fittings included. We reserve the right to deduct an amount from the refund if the value of the goods has been diminished through handling beyond what is necessary to establish their nature and characteristics.

  • Return Shipping: Unless the item is proven faulty or arrived damaged, the customer is responsible for shipping the goods back to our registered address: 173 Station Road, Wythall, B47 6AF, United Kingdom. We recommend using a tracked, insured postal service.

  • Faulty Accessories: If any non-perishable item is found to be faulty, please notify us within 30 days of receipt for an immediate replacement or full refund.

6. Processing Refunds

Approved refunds will be processed back to the original method of payment within 5 to 10 working days of inspection or cancellation confirmation. Transaction processing times may vary depending on your bank or card issuer.

  • Discounted Orders: Where a promotional discount code (such as an Early Bird offer) was applied to an order, any approved refund will be strictly calculated based on the actual net amount paid at checkout, not the pre-discount retail value.

  • Promotional Vouchers & Giveaway Prizes: Prize vouchers, gift codes, and promotional credits have no cash value, are non-refundable, and cannot be redeemed for cash or credit.