Returns, Refunds and Exchanges Policy
Delivery Terms & Conditions
- We reserve the right to amend all delivery prices and conditions at our discretion and without notice. Deliveries will be sent via courier.
- All deliveries are made to your door. Kindly note, deliverymen are not required to install your Christmas tree or remove any product packaging.
- All delivery services are offered in good faith. Please note, we do not accept responsibility for items that do not arrive on a specific day. We cannot accept this as a valid reason to cancel your order. If you refuse your delivery or part of your delivery for this reason or any other reason except for damaged or incorrect items sent, you will be refunded minus the delivery cost and cost of returning the products to us.
If there is a problem with your order?
Any damages, shortages and discrepancies with your order must be reported as soon as possible after receipt of the order.
What is Portland Fir’s Exchange/Return Policy?
Our customers are important to us! If you are not completely satisfied with your Portland Fir Christmas tree, you have the option to return or exchange the product within 14 days of receipt of your order. Please note, no returns will be accepted after the 25th December unless defective, damaged or not as specified.
If you wish to cancel your order, in accordance with the EU’s Consumer Rights Directive, we require notice in writing either by fax or email. Your right to cancel an order for goods starts the moment you place your order and ends 14 days from the day you receive your goods.
If you do cancel your order, please note that you are responsible for all return shipping charges.
We are sorry, but we cannot accept the following returns:
- Unauthorized returns
- Returns on products damaged due to improper care or use
You should get a refund within 14 days of either Portland Fir getting the goods back, or your providing evidence of having returned the goods (for example, a proof of postage receipt from the post office), whichever is the sooner. Thank you for your understanding.
This cancellation policy does not affect your legal rights if goods are faulty.
Exchange: If you are returning your original item in order to exchange it for another item, a shipping fee will apply. Please contact Customer Service.
We want you to be satisfied with your purchase. If you are not completely satisfied with your purchase, you may cancel your order from the moment you have placed your order until 14 days from the day of receiving your goods, you will receive a refund within 14 days of either Portland Fir getting the goods back, or your providing evidence of having returned the goods (for example, a proof of postage receipt from the post office), whichever is the sooner.
Unless the goods are defective, damaged or not as specified on your order acknowledgement, you are responsible for the cost of returning the goods to us. We recommend you use tracked delivery service, as proof of shipping is not proof of receipt. If there has been a change of mind, it is the customers’ responsibility to meet all costs of the returned delivery and to take care that goods returned are in a reasonable condition.
If you do find that an item is faulty or damaged, please contact our Customer Service. We will offer you a full refund for the order (this includes standard original delivery cost).
All returned goods should neither be used, nor assembled or part assembled and should be returned with their original packaging, except where the items are faulty.
You must take reasonable care of the goods while they are in your possession and ensure that goods are not damaged in return transit to Portland Fir. You will be responsible for the cost of returning the goods unless they are faulty.
We recommend you use a tracked delivery service for return of the items. We can arrange a collection service for you at your expense.
This Returns Policy does not take away any rights you may have under consumer law. For more information please visit: DIRECTIVE 2011/83/EU OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL OF 25 OCTOBER 2011 ON CONSUMER RIGHTS.
This Returns Policy is in accordance with your right to cancel a contract formed at a distance under the Consumer Rights Directive.
It is your responsibility to take care of the goods before returning them, and they must be returned in a state where they can be resold.
Exchange: If you are returning your original item in order to purchase an item, a shipping fee will apply.
James Meskell, Portland Fir E3-E4 Lyntown Trading Estate, Eccles, Manchester M30 9QG
Depending on bank processing times, you may see the return credit in you account within 3 business days of the credit being issues, but it can take up to 30 days after receipt of your return for the credit to appear on your financial statement.
What if part of my order is missing or incorrect?
If your tracking number shows that your package was delivered but you did not receive it, please check around your home and with any neighbors who may have received your item. If you still cannot locate it, please contact us so we can coordinate with the shipping carrier to locate your package.
If you believe that part of your order is missing or incorrect, please contact us for assistance with your missing or incorrect orders. We apologies for any inconvenience.
Consumer Rights Directive
If you have ordered by telephone or internet, under the Consumer Rights Directive, you have a statutory right to cancel your order and receive a full refund for any home delivery item.
To cancel, you can contact Customer Service, quoting your order number. Your right to cancel an order for goods starts the moment you place your order and ends 14 days from the day you receive your goods. If your order consists of multiple goods, the 14 days runs from when you get the last of the batch. This 14 day period is the time you have to decide whether to cancel, you then have a further 14 days to actually send the goods back. You must take reasonable care of the item(s).
If you have an Internet order query, please contact Customer Service.
Kindly note, for training and security purposes, telephone calls to and from our customer service centers may be recorded or monitored.