Refund, Returns and Delivery Policy

Our refund and returns policy lasts 14 days. If 14 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Additional non-returnable items:

  • Gift cards

To complete your return, we require a receipt or proof of purchase..

There are certain situations where only partial refunds are granted:

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 14 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at admin@taysideforestry.co.uk

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at admin@taysideforestry.co.uk and send your item to: Tayside Forestry, Templeton Christmas Tree Farm, Strathmartine, Dundee, DD3 0PP

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: Tayside Forestry, Templeton Christmas Tree Farm, Strathmartine, Dundee, DD3 0PP

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Delivery Policy

Tayside Forestry Delivery Policy

1. Scope of Delivery Service

At Tayside Forestry, we are committed to delivering high-quality Christmas trees and Firewood efficiently and safely. Our standard delivery service includes the following:

  • Delivery Location: We deliver to the front door of the customer’s property or an accessible location at the entrance.
  • No Indoor Handling: Our service does not include handling, carrying, or setting up trees inside the property or stacking of firewood unless a pre-arranged and paid installation service has been booked.
  • Access Requirements: Delivery staff must have clear and unobstructed access to the front door or agreed delivery point. If access is restricted (e.g., due to gates, narrow pathways, or obstacles), the customer must inform us in advance.

2. Delivery Days and Times

  • Delivery Days: We schedule deliveries on specific days based on location and route planning.
  • No Time Slots: We do not provide specific time slots. While we strive to provide efficient service, exact delivery times cannot be guaranteed due to factors such as weather, traffic, or logistical delays.
  • Delivery Window: Deliveries are made during standard working hours, generally between 8:00 AM and 6:00 PM.(May vary during festive period)
  • Communication: We will inform customers of their designated delivery day in advance. If delays occur, we will make reasonable efforts to notify customers.

3. Tree Size and Stand Compatibility

  • Tree Specifications: Customers are responsible for selecting a tree size appropriate for their stand and space. Tree size categories (e.g., 225-250 cm, 300-350 cm) are clearly indicated during the ordering process.
  • Stand Requirements: Customers must ensure their stand is suitable for the tree size ordered. Larger trees (e.g., 300-350 cm) require heavy-duty stands designed to support the height and weight of the tree.
  • Tree Preparation: Our trees are freshly cut and may require additional trimming or preparation to fit specific stands. This is the responsibility of the customer unless a pre-arranged installation service is booked.

4. Handling and Entry into Property

  • Standard Procedure: Our delivery staff are instructed to deliver trees and or firewood up to the front door only. They are not authorized to enter homes or handle trees indoors unless a specific service has been pre-booked.
  • Customer Requests: If customers invite delivery staff inside the property to assist with handling the tree, it is done at the customer’s own risk and responsibility.
  • Customer Preparedness: If inviting staff inside, customers should:
    • Ensure a clear path for the tree to be brought inside.
    • Protect floors, walls, and furniture (e.g., using floor coverings or blankets).
    • Understand that delivery staff are not required to remove footwear, especially in situations where safety is a concern.

5. Damages and Liability

  • Coverage Limit: Our delivery team and vehicles are fully insured for deliveries up to the front door.
  • Inside Property: We are not liable for any damage (e.g., muddy floors, scuffed walls, stained furniture) that occurs if delivery staff are invited inside the property to assist.
  • Customer Responsibility: If assistance inside is requested, the customer accepts full responsibility for any resulting mess or damage. This policy is comparable to other delivery services (e.g., appliance deliveries) where additional fees are required for installation or handling beyond the doorstep.

6. Customer Responsibilities

To ensure a smooth delivery process, customers are responsible for the following:

  • Clear Access: Providing clear and safe access to the delivery location.
  • Stand Compatibility: Ensuring the tree stand is suitable for the size of the tree ordered.
  • Communication: Notifying us of any access restrictions or special requirements before the delivery date.
  • Property Protection: Taking necessary precautions if requesting assistance inside the home (e.g., floor protection, removing fragile items).

7. Refund and Redelivery Policy

If a delivery cannot be completed due to issues such as tree size incompatibility or lack of access, customers have the following options:

  1. Full Refund: Request a complete refund for the tree.
  2. Redelivery: Pay an additional delivery fee for a second delivery attempt.
  3. Yard Collection: Arrange to collect the tree directly from our yard at no additional cost.

Refund Process: Refunds will be processed promptly once the issue has been confirmed. Please allow 3-5 business days for the refund to appear in your account.

8. Additional Services

For customers who require assistance beyond standard delivery, we offer the following services (available upon request and subject to additional fees):

  • Tree Installation: Includes bringing the tree inside, setting it up in the stand, and ensuring it is stable.
  • Tree Removal: Post-Christmas tree collection and disposal services.

Please contact us in advance to arrange these services.

This delivery policy is designed to ensure clarity, protect our staff, and set clear expectations for our customers. Thank you for choosing Tayside Forestry, and we appreciate your understanding and cooperation.

Need help?

Contact us at admin@taysideforestry.co.uk for questions related to refunds and returns.