If you wish to return an order for whatever reason please contact Christmas Tree Netting by calling +44 (0)1493 262029 or emailing us at [email protected] to tell us you wish to return and why. We will then advise on the best process for returning your order. The cost of returning unwanted items is at the customers expense. All returned orders must contain a copy of the order paperwork so we can identify it, if this is not done it will result in a delay to any refund due. Please note the normal refund process can take 5-7 days once we have received you order back.
Under the Consumer Contracts Regulations customers have the right to cancel an order and return the goods (except Customised Products*) for any reason at their own expense and within 14 days following receipt of the goods, this does not apply to businesses. A refund will be processed upon receipt of the returned unused goods, customers will be refunded the full cost of the order, plus the original cost of delivery (if any) will be refunded unless the customer requested a special service (eg timed delivery including Next Day) in which case the cost of the standard service will be refunded.
We can arrange for the collection of larger items if required however there is a charge for this service which can vary depending on postcode. If you wish for us to arrange a collection please contact us for details and costs. Please note we can only use our contracted courier services, you may be able to find a cheaper collection service using an online Courier Comparison site such as Parcel 2 Go (we have no affiliation with this company)
We regret that we cannot issue refunds or exchanges after the 14 day period outlined in the Consumer Contracts Regulations. Where returns are accepted, please be aware that this process can typically take 5-7 working days to complete.
Returning Damaged or Faulty Items
If an item arrives damaged or faulty this must be reported within 7 days of receiving the item. Beyond this period any fault to the product must be reported as soon as is reasonably possible. We may ask the customer to provide details or photos of the fault or damage so we can assess the best way to deal with the problem. If an item develops a fault within the first 30 days, the customer is entitled to a refund or exchange. If the fault develops after 30 days but within the warranty period a credit or exchange will be offered. If goods need to be returned due to a problem with the product or an error by Premier Netting, if collection cannot be arranged we may ask you to return the goods and we will refund the cost of return.
When returning a product, we recommend customers use a service where you are able to track/prove delivery as we cannot accept responsibility for non-delivery of returned goods. In such circumstances we would, unfortunately, not be able to offer a refund.
You will be notified via email as soon as we have received your items back. Once it has been assessed, you will then be issued with a replacement or a refund which will be at the discretion of Christmas Tree Netting. Typically this may take 5-7 working days. If the item is not faulty, we will contact you to discuss the next procedure.
For businesses returning goods a 10% restocking and/or repackaging fee will be charged and the original delivery cost will not be refunded nor the cost of the return. There may also be a charge for unreasonable use or damage/deterioration during storage or return.
*Cut to lengths cannot be returned as an unwanted item as this is cut specifically to meet the customer’s requirement. It can only be returned if the item is faulty.
This returns policy does not affect your legal rights. Details of your legal rights are available from the Citizens' Advice Bureau or Consumer Direct.