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Balsam Hill™ Product Warranties
Balsam Hill™ General Information on Product Warranties
 

At Balsam Hill™ we take great pride in the craftsmanship of each of our products and stand behind the quality of each of our products with our Balsam Hill™ warranties.

If you have any questions or problems with your tree or foliage please first refer to our Assembly, Use, and Care Instructions which is included with your product and can be accessed online. This convenient guide answers many common questions regarding tree set up, lighting, and more. Often lighting and foliage problems can be easily solved by following the simple troubleshooting steps found in this guide.

If you have a problem or question you cannot resolve by following the troubleshooting section of your guide, please contact our customer service department at customerservice@balsamhill.com.au or by calling us at 02 8046 6228 (international dialing code: 02 8046 6228). We will be happy to troubleshoot with you and find the best solution to your issue.

Please note that our foliage and light warranties exclude burned out bulbs and normal wear and tear. Our warranties are also voided if the item is damaged due to misuse or neglect or is intentionally altered. Please check the product page to see if your product is covered under warranty.

Balsam Hill® Tree & Foliage Warranties
 

The Balsam Hill® Tree & Foliage Warranties guarantee the quality of our frame, foliage, hinges and tree stand. Any repair or replacement of defects in those parts are fully covered by the warranty within the specified time frame. Repair or replacement of lights are covered by the Balsam Hill ® Lights Warranty.

The Balsam Hill® Ten-Year Tree & Foliage Limited Warranty applies to all non-clearance products labeled as Realistic.

The Balsam Hill® Five-Year Tree & Foliage Limited Warranty applies to all non-clearance products labeled as Traditional.

If you believe your product is in need of warranty service, please contact our customer service department at customerservice@balsamhill.com.au or by calling us at 02 8046 6228 to authorize a repair under warranty.

Balsam Hill® Light Warranty
 

The Balsam Hill™ Three-Year Limited Light Warranty applies to all non-clearance trees, wreaths and garlands.

Most lighting questions and problems can be easily solved by referring to our helpful Assembly, Use, and Care Instructions guide which is included with your tree and can be accessed online. This convenient guide answers many common lighting questions and has a helpful troubleshooting section.

Please note that our light warranties exclude burned out bulbs. For your convenience, we have included a pack of complimentary replacement bulbs with your product.

If you have a problem with your lights that you cannot resolve by following the troubleshooting section of your guide, please contact our customer service department at customerservice@balsamhill.com.au or by calling us at 02 8046 6228.

Balsam Hill requests that you be prepared to troubleshoot the problem with our customer service team as well as submit pictures and/or video to the warranty department to illustrate the issue requiring warranty review. If it is determined that your item needs to be serviced under warranty, Balsam Hill reserves the right to repair or replace any part(s) of the product serviced under warranty.

Please note that we will do everything possible to service your product under warranty as soon as possible, however our items are handmade and the time needed to repair or manufacturer a replacement may vary during the year. In the unlikely event we need to replace your entire tree, it will be replaced with a product of your choice of equal or lesser value paid.

If you would like to return your tree, instead of servicing it under warranty, your order will be treated as a return and you will be subject to our return policy. Please see our return policy for more details.

All repair service must be pre-authorized by our customer service department. Balsam Hill will not repair or replace products without a receipt or without pre-authorization. This warranty is non-transferable and applies to the original purchaser of the product. This warranty is only valid for items shipped and used within Australia. All warranty service must be authorized by contacting customer service.

Balsam Hill® 60-day Warranty on Clearance Items
 

Balsam Hill™ offers a 60-day warranty on all clearance trees, wreaths and garlands.

If you have a problem or question you cannot resolve by following the troubleshooting section of your Assembly, Use, and Care Instructions, please contact our customer service department at customerservice@balsamhill.com.au or by calling us at 02 8046 6228.

If you have a problem with your Clearance item, please notify us within 60 days of receipt and we will be happy to troubleshoot with you and find the best solution to your issue. If warranty service is necessary, Balsam Hill reserves the right to repair or replace any part(s) of the product serviced under warranty.

If you would like to return your tree, instead of servicing it under warranty, your order will be treated as a return and you will be subject to our return policy. Please see our return policy for more details.

All repair service must be pre-authorized by our customer service department. Balsam Hill will not repair or replace products without a receipt or without pre-authorization. This warranty is non-transferable and applies to the original purchaser of the product. This warranty is only valid for items shipped and used within Australia.


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