Last updated August 2025

At Christmas Tree Farm Chandlers Hill, we are committed to making sure you are completely happy with your purchase. We understand the holiday season can be busy and stressful, so our team is always ready to assist you.

Our Satisfaction Promise

If you’re not satisfied with your tree, we’re happy to offer a refund or replacement. While we don’t enforce strict time limits, we encourage customers to contact us as soon as possible so we can provide the best solution for you.

How to Request a Refund or Exchange

To start a refund or exchange, email our customer support team at info@christmastreefarmchandlershill.com with proof of purchase and a photo of your tree showing its current condition. Once we receive your request, our friendly team will review it and get in touch to arrange your preferred resolution.

You can choose to either:

1. Have us collect your tree from your property and deliver a replacement free of charge if you are within our delivery zone, or
2. Bring your tree back to the farm and select a new one in person.

Please note: our staff reserve the right to assess whether the tree has been cared for correctly. Refunds or exchanges will be processed based on this assessment to ensure fair and consistent service.

Partial Refunds

In certain situations, only partial refunds may be offered, such as:

• The tree shows natural decline due to age or if care instructions weren’t followed.
• The tree has been placed in conditions that accelerate its decline, such as near heat sources or in direct sunlight.
• Multiple services were purchased but not all have been used, such as tree stands or collection services.

Refund Processing

Once approved, refunds will be applied to your original payment method. You’ll receive a confirmation email with the details. If this isn’t suitable, please contact us to discuss alternatives.

Exchanges

Exchanges depend on stock availability at the time of your request. We will do our best to accommodate all requests and ensure your replacement tree is delivered to your door free of charge, or ready for you to pick up at the farm.

Wishing you a joyful holiday season,

The team at Christmas Tree Farm Chandlers Hill