Refund policy

Christmas Trees Sydney

Refund, Exchange & Deposit Policy

Last updated: October 2026

Christmas Trees Sydney takes pride in supplying fresh, quality Christmas trees. Because our trees are fresh-cut natural products and are ordered, allocated and transported specifically for the Christmas season, the following policy applies to all orders.

1. Direct Orders Through Messenger

For orders placed directly with Christmas Trees Sydney through Messenger or other direct communication, a 50% deposit may be required to secure the order.

If a customer cancels a direct order or changes their mind, the deposit will generally not be refunded, provided that doing so is consistent with the customer’s rights under the Australian Consumer Law.

This does not affect any rights the customer may have where the goods fail to comply with the consumer guarantees under the Australian Consumer Law, including where the tree is not of acceptable quality, does not match its description, or is not reasonably fit for a disclosed purpose.

The remaining balance will be payable in accordance with the payment arrangements agreed when the order is placed.

This deposit requirement does not apply to orders placed directly through our website checkout, unless otherwise stated.

2. Change of Mind

A change-of-mind request is a request to cancel, return or exchange an order where there is no failure of the consumer guarantees under the Australian Consumer Law.

Christmas Trees Sydney does not offer refunds or exchanges for change of mind, except where required by law or where the business agrees otherwise.

Examples of change-of-mind requests include deciding that:

  • The tree is not the preferred size

  • The tree’s type or natural appearance is not preferred

  • The customer no longer wants a real Christmas tree

  • Delivery or collection is no longer convenient

  • The collection date is no longer suitable

  • The delivery location is no longer suitable

  • The customer no longer wants the order

This policy does not limit or exclude any rights the customer may have under the Australian Consumer Law.

Customers should carefully check their order details before completing their purchase.

3. Consumer Guarantees and Product Issues

The consumer guarantees under the Australian Consumer Law apply to eligible purchases. These guarantees may include that goods are of acceptable quality, match their description, and are reasonably fit for any purpose disclosed by the customer.

If a customer believes that a Christmas tree or related product does not comply with a consumer guarantee, the customer should contact Christmas Trees Sydney as soon as possible and provide details of the issue, together with reasonable evidence where available.

The appropriate remedy will depend on the nature of the issue and the requirements of the Australian Consumer Law. Where permitted by law and reasonably appropriate, Christmas Trees Sydney may offer a replacement first. A replacement will not be offered instead of another remedy where the Australian Consumer Law requires a different remedy.

4. Refunds Where Christmas Trees Sydney Cannot Fulfil an Order

If Christmas Trees Sydney cannot supply an accepted order, the customer will be entitled to a refund of amounts paid for that order, unless the customer agrees to an alternative arrangement.

Any refund will be provided in accordance with the Australian Consumer Law and the circumstances of the order. This includes any deposit paid for a direct Messenger order.

5. Voluntary Refunds, Credits and Exchanges

Where a refund, credit or exchange is not required under the Australian Consumer Law, Christmas Trees Sydney may choose to offer one at its discretion.

Any voluntary refund, credit or exchange may be subject to reasonable conditions communicated to the customer before it is accepted. This section does not limit or exclude any consumer guarantee or other right that applies by law.

6. Non-Collection

If an order is not collected during the nominated collection period, the customer should contact Christmas Trees Sydney as soon as possible.

Non-collection does not automatically create a right to a refund where the customer has changed their mind or has not complied with the agreed collection arrangements. However, this does not affect any rights the customer may have under the Australian Consumer Law.

Any alternative collection arrangement will be considered at the discretion of Christmas Trees Sydney and may incur an additional fee, provided that any fee is permitted by law and agreed with the customer.

7. Natural Variations

Christmas trees are natural products and each tree is unique.

Variations in shape, colour, branch density, symmetry, width and minor natural imperfections are normal characteristics of natural trees. These characteristics will not, by themselves, mean that a tree fails to comply with a consumer guarantee where the tree matches its description and is of acceptable quality having regard to its nature, price and other relevant circumstances.

This section does not limit any rights the customer may have if the tree has a defect or otherwise fails to comply with a consumer guarantee.

8. Australian Consumer Law

This policy is intended to operate consistently with the Australian Consumer Law.

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified. Where this policy is inconsistent with a mandatory requirement of the Australian Consumer Law, the mandatory requirement will apply.