Refund policy

Please remember that your tree is a living thing and for this reason is inherently variable. If you feel that your tree is not up to the quality you expected then please inform us within 5 working days. We may ask you to take photos of the tree which will allow us to resolve the problem quickly and efficiently.

Cut Christmas trees are perishable items – all trees, including low-drop varieties, will dry out and shed their needles eventually. How long a given tree last will depend on various factors such as water take-up, heat and humidity, but ultimately trees are natural products and the longevity of ‘freshness’ will vary from tree to tree. Even a tree that is well looked after may dry out and droop a bit quicker than expected. Unless this degradation is extremely unusual or rapid, then we cannot provide refunds.

Please note that minor damage to branches, particularly lower branches, can occur during transit and is not cause for a return/refund unless it causes significant detriment to the overall quality of the tree.

Returns – our trees are cut to order, so cannot be returned. If there is a genuine issue with the tree itself, such as the wrong tree being sent or where there is significant damage to the tree rendering it unfit for purpose, we will look to resolve it in the appropriate way (refund or replacement).

Height & size – please note that your tree will be very tightly wrapped in shrink-wrap for transit, and may appear much narrower than you might expect. If you feel the height is not correct, please take an accurate measure from the base of the stump to the tip of the tree prior to getting in touch. We may ask for photos to indicate the height, so that we can resolve it quickly.

Cancellations – cancellations can only be accepted with at least four business days notice prior to your chosen preferred delivery date.

Osborne's Christmas Trees reserve the right to cancel orders up to the point of delivery.