ORDER, DELIVERY & REFUND POLICY
Acceptance of your order
Please note that completion of the online checkout process does not constitute our acceptance of your order. Our acceptance of your order will take place only when we dispatch the product(s) or commencement of the services that you ordered from us. If you supplied us with your email address when entering your payment details (or if you have a registered account with us), we will notify you by email as soon as possible to confirm that we have received your order.
All card payments are subject to authorisation by your card issuer and we take payment when we accept your order shortly before dispatch. If your payment is not received and you have already received the products you ordered from us, you must pay for the products or return those products to us in accordance with reasonable return instructions that we provide to you and in the same condition that you received them at your own expense. If you do not do this within 30 days of the date on which we cancel your order, we may collect or arrange for collection of the products at your expense. We reserve the right to charge you for any and all damage to (or other adverse interference with) any products that are the subject of an unpaid order.
If we cannot supply you with the product or service you ordered, we will not process your order, inform you of this in writing (including e-mail) and, if you have already paid for the product or service, refund you in full as soon as reasonably possible.
Delivery charges and timescales vary depending on the type of products ordered, the service you select and the delivery address. Delivery will be to the UK or international address specified in your order. If no one is available at a residential or other address at the time of delivery, a note will be left to advise whether your order has been left in a safe place e.g. with a neighbour, or returned to depot.
All risk in the products you order (including risk of loss and/or damage to the products) shall pass to you when they are delivered to the delivery address specified in your order. We will do all that we reasonably can to meet the times and dates agreed for delivery and / or installation. All delivery and collection times quoted are estimates only and occasionally delays will occur. We will not be liable for any delay or failure to deliver within such estimated timescales. Where we are unable to carry out installation through error or fault on your part, we reserve the right to charge for any reasonable costs incurred.
You should advise us of any special parking requirements or loading/unloading areas in writing at the time of order. We will carry out any installation works described in the quote. If additional works not described in the quote are found to be necessary during the course of the installation, these works will be quoted for separately and only carried out with your permission.
It is your responsibility to ensure that, prior to the installation works starting, all furniture and / or items of value are removed from the access route and area of the installation. It is also recommended that carpet in the installation area is rolled back at your discretion. Should you require the names of each of the installation team, collection team and the vehicle registration for security access, please advise us of this in writing at the time of order. Please advise us at the time of ordering if there are any special requirements to consider with the installation of the Christmas Trees. Special requirements might include, for example, delicate flooring or difficult access to the working area.
Risk Assessment & Method Statements are available on request. It is your responsibility to ask for the required documents before the scheduled installation. In the UK, delivery charge refunds can only be made in accordance with your legal rights under the Consumer Protection (Distance Selling) Regulations 2000 and other applicable legislation. For further information about your legal rights contact your local authority Trading Standards department or consumer advice centre (for example the Citizen’s Advice Bureau for UK customers).
Due to customs, legal, regulatory and certain practical restrictions applicable to orders placed for international delivery, some of our products may not be available for delivery to certain destinations outside the UK. Pines and Needles reserves the right to define what can and cannot be delivered to which destination.
Payment - Purchases will be made in pounds Sterling. International credit card providers or banks will determine the exchange rate and may add an additional processing or administration charge in relation to such payment which international credit card holders will be liable to pay. Occasionally, the supply of your product(s) or service(s) may be delayed or prevented for reasons beyond our control – for example, material shortages, import delays or higher than anticipated demand. Where this is the case, we will, of course, make every effort to keep you informed but shall be under no liability to you for such delay or failure.
If you are a UK/EU consumer, you have the legal right, under the Consumer Protection (Distance Selling) Regulations 2000 to cancel your order within seven working days following your receipt of the goods or the date on which we begin provision of the services. Refunds for orders cancelled under the provisions of the Consumer Protection (Distance Selling) Regulations will be processed in accordance with your legal rights. For further information about your statutory rights, contact your local authority Trading Standards department or consumer advice centre (for example the Citizen’s Advice Bureau if you are in the UK).
If you wish to cancel (or are considering cancelling) a product or service you have ordered from us, please be aware of the following terms that apply: Applicability of cancellation rights: Legal rights of cancellation under the Distance Selling Regulations available for UK or EU consumers do not apply to certain products and services (for example, plants/trees).
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.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
Refunds (if applicable)
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 applicable)
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 firstname.lastname@example.org.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
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 email@example.com and send your item to: West End Farm Stagsden GB MK43 8SZ.
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 he will find out about your return.
To return your product, you should mail your product to: West End Farm Stagsden GB MK43 8SZ
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 shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Additional cancellation terms: Where Additional Terms and Conditions of Sale are applicable to any product or service you have ordered from us, these may also govern your cancellation rights and you should review these carefully;
Damaged or incorrectly supplied products: You should check all products you receive against your order. If the products you receive are damaged or incorrectly supplied on delivery then you must note the details of any damage or error in supply on the delivery documentation or if you are unable to view the items on receipt, you must inform us (by post, phone or e-mail only) within a reasonable period of time. You must return the products to us as soon as possible after informing us that the products are damaged or have been incorrectly supplied.
Other cancelled products: If you want to cancel products that are not damaged or incorrectly supplied, then you must inform us of this within seven working days following the date of receipt in accordance with the Distance Selling Regulations or otherwise as soon as possible. You must take reasonable care of the products that you wish to cancel and not use them. Products should be returned in their original packaging or in the case of bulky items, collection arrangements made, promptly at your cost (up to £100 in some cases) that will be notified to you at the time of cancellation.
Cancellation of standard orders (defined as the purchase and/or delivery of goods and services under £200) must be confirmed with us at least 24 hours prior to the date and time of delivery or an administration charge of 10% of the value of the order will be levied. Cancellation of orders in excess of £200 must be confirmed with us at least 5 days prior to the date and time of delivery or an administration charge of 50% of the value of the order will be levied.
Every order is unique and charges for cancellation can be at the discretion of Stagsden Christmas Trees. Whilst every attempt to understand the reasoning of a late cancellation will be made on our part, Customers requiring large or special orders should be aware that extra staff have to be allocated, trees of 10ft or over have to be specifically cut, and in the case of special decoration orders extra decorations will be specifically resourced.
This is not intended to be a full statement of all your rights under the Distance Selling Regulations. Full details of your rights under the Distance Selling Regulations are available in the UK from your local Citizens’ Advice Bureau or your Local Authority’s Trading Standards Office.
Damage during the course of returning products: If you choose to return any products to us, we will not be responsible for any loss or damage to them in transit and, for this reason, we recommend that you use a recorded delivery service. If returned products are lost or damaged in transit, we reserve the right to charge you (or not to refund any amounts attributable to) such loss or damage.
Collection: For certain, larger products, we may offer to arrange collection on your behalf and, where this is the case, you will be responsible to pay the costs of such collection (which we will notify to you in advance). If you cancel your order in any of the circumstances set out above save for cancellation under the provisions of the Distance Selling Regulations, we will refund any money paid by you after any products, which have been delivered to you, are returned to us. In the case of damaged or incorrectly supplied goods, we may offer you a replacement product. Any refunds given by us will be made to the debit/credit card account provided when you placed your order and will be subject to our right to withhold amounts for products which are damaged on return or for which we arrange collection, as outlined above.
Where we deliver products to a third party in accordance with your order, you will only be able to exercise this cancellation right if you can return the goods to us (or arrange for us to collect them).
For certain products and services we reserve the right to substitute alternative products or services of equal or greater quality and value at no extra cost to you if we experience supply difficulties. However, where this is the case, you will always have the right to accept or refuse any products or services that we substitute. If you choose to refuse any alternative product that we have substituted, we will offer a refund or replacement.
Additional Terms and Conditions
These terms and conditions apply to any order which you place through the Stagsden Christmas Trees website at www.stagsdenchristmastrees.co.uk (the "Website") for the products specifically listed below. When you order a product or service listed below, you must read these Additional Terms and Conditions of Sale carefully. By placing an order through the Website for the specific goods listed below, you confirm that you have read, understood and agree to the applicable Additional Terms and Conditions of Sale in their entirety as well as to our General Terms and Conditions of Sale. If you do not agree to the applicable Additional Terms and Conditions of Sale in their entirety or to our General Terms and Conditions of Sale, you must not place any order for the below-specified products or services through the Website.
IF THERE IS ANY CONFLICT BETWEEN THESE ADDITIONAL TERMS AND CONDITIONS OF SALE AND OUR GENERAL TERMS AND CONDITIONS OF SALE, THESE ADDITIONAL TERMS AND CONDITIONS OF SALE PREVAIL TO THE EXTENT OF THAT CONFLICT.
Additional Terms & Conditions - Trees:
Amendments and cancellations can be accepted until your order is prepared for dispatch. Amendments can be made by telephoning 01234 391924
Trees cannot be returned or refunded, except in accordance with your legal rights, for example in the event they are not of satisfactory quality. As trees are perishable, our company policy is that the reasonable time in which you must notify us that your tree does not conform to contract is 3 working days. After this time we will have full discretion over any substitution or refund.
The cancellation right under the Consumer Protection (Distance Selling) Regulations 2000 does not apply to plants.
Cancellations, Amendments, Returns & Refunds:
Ultimately, any changes you make to your order must be notified to us in writing. If you amend or change your order, you may find there are changes to your delivery timescale and/or the price you pay for the item (as you’ll be charged the current selling price on the day you amend or cancel the order).
If we have to collect a product that you have cancelled, we will charge you the cost of collection (up to £100) which will be notified to you at the time of cancellation.