Refund policy

Cancellation & Damaged Goods Policy

Last Updated: 22.AUG 2025

1. Cancellation Policy

Non-Perishable Items

You may cancel your order within 5 working days of receiving it, but no later than 5 days before your scheduled delivery. Cancellations must be sent in writing by email to service@xmastreeonline.hk.

Items must be returned unused, in original packaging, and with a receipt.
You are responsible for return shipping costs.
Original purchase and delivery charges are non-refundable.
Refunds for faulty/damaged items will include return costs after inspection.
If not returned, we may collect the goods at your expense.

Perishable Items

(Real & pot-grown Christmas trees, wreaths)
Due to their made-to-order nature, cancellations are not accepted less than 3 days before dispatch, except in cases of quality issues.

Written notice is required via email.
No refunds will be given for cancellations unrelated to quality once the cutoff has passed.
Unused services are non-refundable and non-exchangeable.

2. Damaged Items

If goods arrive damaged:

Sign as “DAMAGED” or refuse delivery.
We cannot accept responsibility for damaged items that are signed for without noting the damage.
Email service@xmastreeonline.hk with photos and ordernumber to initiate a replacement or refund.

Photos are required to:

Support courier claims
Help us quickly assess and resolve your issue

If damage is verified, we will fully refund the item and return shipping.