Here at The Tree Elves, our team works hard to ensure you’re completely satisfied with your purchase. We know Christmas can be a stressful time of the year, so when in doubt, we are always here to help. 

If you are not satisfied with your purchase, our satisfaction guarantee offers a full refund within 14 days from the date of your purchase. If 14 days has passed, we are happy to discuss a partial refund or exchange.

Please get in touch with our customer support team at sales@thetreeelves.com.au and we’ll be ready to help. 

Initiating a refund or exchange

Please email us with proof of your purchase and a photo of your tree showing the current condition. Once we have received your request our friendly team will assess your options and be in touch to organise refund or replacement. There are no conditions which apply to this guarantee. We will collect the tree from your property free of charge within 72 hrs or provide you with an exchange if that is your preference.

There are certain situations where only partial refunds are granted: (if applicable)

1. Trees which are over 14 days old and appear to have naturally declined, or where customers have not strictly followed the care instructions provided.
   
   
2. Trees which have been placed in an environment which has caused them to perish early, such as in direct sunlight or close to a heat source.
   
   
3. Where multiple services have been purchased but some are still intended for future use, such as the use of the Christmas Tree Stand, or our collection service.

Once your refund is approved, we will automatically apply a credit to your original method of payment. You will receive a confirmation email from us with the details. Please get in touch if this is not your preferred option. If for some reason your refund is late or missing, please get in touch with us to review.

For exchanges, we cannot guarantee an exchange will be available as this will depend on stock availability at the time of your request. However, we will endeavour to fulfil all requests to the best of our ability and deliver your new tree to your door, free of charge.