Terms & Conditions

1. Introduction

Welcome to Theydon Christmas Trees, a trading name of THEYDON HEAVY PLANT AND STORAGE LTD (Company number 13099545). These Terms and Conditions govern your purchase of products from our website www.theydonchristmastrees.co.uk (the "Site") and your relationship with Theydon Christmas Trees ("we," "our," or "us"). Please read these terms carefully before placing an order.

By placing an order through our Site, you confirm that you have read, understood, and agree to these Terms and Conditions in their entirety. If you do not agree to these Terms and Conditions, please do not use this Site or place an order.

2. Product Information

2.1 All Christmas trees are natural products with unique characteristics. Each tree grows differently and has its own individual shape, density, and features. Images on our website are representative examples only.

2.2 Our trees are premium Nordmann Fir trees, known for their excellent needle retention and attractive appearance. However, natural variation will exist within each tree.

2.3 Christmas trees naturally grow with a more slender top than base. This is a natural characteristic of the species and not a defect.

2.4 We provide sizing guides and descriptions to help you choose the right tree for your space. It is your responsibility to ensure the tree size you order is appropriate for your intended location.

3. Ordering Process

3.1 To place an order, you must select your preferred tree size and delivery date through our website checkout process.

3.2 You are responsible for providing accurate and complete information during the order process, including delivery address and contact details.

3.3 Once your order is complete and payment processed, you will receive an order confirmation via email. Please check this confirmation carefully and contact us immediately if there are any errors.

3.4 We reserve the right to decline any order at our discretion.

4. Delivery

4.1 We strive to fulfill all deliveries on the selected delivery date. While we have a high success rate, occasionally factors beyond our control may affect our ability to deliver on the exact chosen date.

4.2 In the rare event that we cannot deliver on your chosen date, we will contact you as soon as possible to arrange the closest alternative delivery date.

4.3 Delivery is dependent on stock availability. While we manage our inventory carefully, specific sizes may sell out during peak periods. In such cases, we will contact you to discuss alternatives.

4.4 You or your nominated representative must be present at the delivery address to receive the tree. If no one is available to accept delivery, we will attempt to contact you. Re-delivery may incur additional charges.

4.5 Please ensure suitable access for delivery. Our delivery team will place the tree at your designated location where reasonably possible, but we cannot be responsible for access restrictions that prevent standard delivery.

5. Tree Quality and Expectations

5.1 We select all our trees based on our quality standards. We commit to providing healthy, freshly cut trees that meet the general description of our premium Nordmann Fir trees.

5.2 Natural characteristics of real Christmas trees include:

• Variation in branch density
• Natural tapering toward the top
• Slight asymmetry (trees are not perfectly symmetrical)
• Variations in trunk straightness
• Some minimal needle shedding

5.3 These natural characteristics are not considered defects and are part of the charm of having a real Christmas tree.

5.4 If you require a tree with specific characteristics, we recommend communicating any specific requirements at the time of ordering.

6. Returns and Customer Satisfaction

6.1 We are committed to customer satisfaction and want you to be delighted with your Christmas tree. If you are unhappy with the tree we have provided, our response depends on your delivery zone:

6.2 For deliveries to Zone 5 (Essex Border) and Zone 9 (Outer Essex), we offer a more flexible replacement or refund guarantee:

• We often carry spare trees in our delivery vans
• Our team can offer a replacement tree at your doorstep if you're not satisfied
• We provide a 24-hour return/refund guarantee if you're not completely satisfied with your tree
• Contact us within 24 hours of delivery, and we will work to resolve the issue promptly

6.3 For all other delivery zones, if you believe your tree does not meet our quality standards, please contact us within 24 hours of delivery.

6.4 To address any quality concerns for zones outside Zone 5 and Zone 9, you must:

• Email us at info@theydonchristmastrees.co.uk within 24 hours of delivery
• Include clear photographs of the tree showing the issues
• Provide your order number and contact details

6.5 If we determine that the tree genuinely does not meet our quality standards, we will work with you to find a suitable solution, which may include:

• Replacement with another tree (subject to availability)
• Partial or full refund

6.6 Please note that we cannot accept returns based on:

• Natural characteristics of real trees as outlined in section 5
• Incorrect size selection (tree too large or small for your space)
• Unrealistic expectations inconsistent with the natural growth pattern of Christmas trees
• Damage occurring after delivery due to improper handling, installation, or care

6.7 At Theydon Christmas Trees, nothing is more important to us than bringing joy to families at Christmas time. If you are unhappy with the tree we have provided, we will strive to offer you a replacement or refund in line with the policies outlined above.

7. Tree Care

7.1 We provide tree care instructions with each delivery. Following these instructions is essential to maintain the freshness and appearance of your tree.

7.2 Key care requirements include:

• Keeping the tree well-watered
• Positioning away from direct heat sources
• Using appropriate tree stands and supports

7.3 We cannot be responsible for deterioration in tree condition due to improper care or environmental factors after delivery.

8. Limitation of Liability

8.1 Our liability for any claim arising from the supply of a tree is limited to the purchase price of the tree.

8.2 We are not liable for any consequential losses, damage to property, or any other indirect losses arising from the purchase of our products.

8.3 Nothing in these terms limits our liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation.

9. General Terms

9.1 These terms and conditions constitute the entire agreement between you and Theydon Christmas Trees regarding your purchase.

9.2 We may update these terms from time to time. The terms in effect at the time of your order will apply to that order.

9.3 If any part of these terms is found to be unenforceable, the remaining provisions will continue to apply.

9.4 These terms are governed by English law, and any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

10. Contact Us

If you have any questions about these Terms and Conditions, please contact us at: