Balsam Hill™ Cancellation & Return Policies
Terms & Conditions
Orders received by 11pm AEDT on working weekdays (Monday to Friday) will usually be dispatched the following working day. This will not be the case if you have entered a preferred day or week that is not 'next day'.
Goods ordered on a Saturday or Sunday will be dispatched on the next working day (Monday) unless a preferred date has been entered.
It is the customer's responsibility to check their order before confirmation.
Delivery Terms & Conditions
All delivery charges and areas are shown on our delivery pricing page. We reserve the right to amend all delivery prices and conditions at their discretion and without notice. Deliveries will be sent via courier.
All deliveries are made to your door. Delivery personnel are not contracted to install your Christmas tree or remove any packaging.
Deliveries are made Monday to Friday. Please contact us the following working day for an updated schedule. We will inform you if we know of any expected delays or problems.
All delivery services are offered in good faith. However, we do not accept responsibility for items that do not arrive on a particular 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 breakages, shortages and discrepancies with your order must be reported as soon as possible after receipt of the order.
If you wish to cancel your order we require notice in writing either by fax or email within 7 working days after date of delivery.
If you do cancel your order, please note that you are responsible for all return shipping charges. When applicable, shipping fees at time of purchase are not refundable. You must ensure the goods are packed adequately to protect against damage.
We are sorry, but we cannot accept the following returns:
- Unauthorized returns
- Returns on products damaged due to improper care or use
If you fail to return the goods, we will arrange return and charge the direct cost of collection. If you fail to take reasonable care of the goods, before they are returned, and this results in damage or deterioration of the goods, we will charge you for the reduction on value.
Please allow us up to 30 days after your notice of cancellation to apply your credit. Thank you for your understanding.
This cancellation policy does not affect your legal rights if goods are faulty.
What is the return policy?
We want you to be delighted with your Balsam Hill purchase. If you are not completely satisfied with your purchase, you may cancel your order within 7 working days from receipt of goods, you will receive a refund within 30 days of cancellation.
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 us immediately at 02 8046 6228, or via email at firstname.lastname@example.org. 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 Balsam Hill. You will be responsible for the cost of returning the goods unless they are faulty. We will gladly offer our courier service for return shipping. The cost of using our courier service is $25 per tree carton and $15 per decor, wreaths, or garlands cartons.
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: http://www.accc.gov.au/consumers/consumer-rights-guarantees.
This Returns Policy is in accordance with your right to cancel a contract formed at a distance under the Distance Selling 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.
How long will it take to receive my credit?
We will try our best to credit you as quickly as possible. All returns must be inspected by our quality control team. Please allow us up to 30 days after notice of cancellation to apply your credit. Thank you for your understanding.
Do I have to pay for returns?
Unless the goods are defective, damaged or not as specified on your order acknowledgement, you are responsible for the cost of returning goods to the merchant. We recommend that you use tracked delivery service, as proof of shipping is not proof of receipt.
Where do I return my item?
Please email Customer Service at email@example.com for more information on returning an item, or call us at 02 8046 6228. You will be provided with a Return Merchandise Authorization (RMA) number and more information on how to complete your return.
Balsam Hill Returns
c/o ACR Supply Partners
4B Burilda Close
Wetherill Park NSW 2164
If you have any other queries please call customer service on 02 8046 6228.
You must notify us if you wish to return an item within 7 working days from date of receipt of goods.
Cancelled orders will be fully refunded in accordance with our returns policy above and within 30 days of the notification of cancellation.
If you request a replacement in lieu of a refund the new item will be dispatched upon receipt of the returned goods at Balsam Hill.
If you require replacement goods urgently, please contact us or place an additional order. The original cancelled order will be refunded in the normal way.
Faulty items must be notified to Balsam Hill within 7 days of receipt of the goods. All products purchased from Balsam Hill are covered by the EU's Distance Selling Directive. If there is a fault with any of our goods please contact us and we will deal with the matter in accordance with your legal rights.
Consumer Rights Directive
If you have ordered by telephone or internet, under the Distance Selling Directive, you have a statutory right to cancel your order and receive a full refund for any home delivery item.
To cancel, you can Email Customer Service at firstname.lastname@example.org or call 02 8046 6228 within seven working days (not including Saturdays, Sundays or public holidays) commencing the day after the day of delivery of your item(s), quoting your order number. You must take reasonable care of the item(s).
If you have an Internet order query, please email Customer Service at email@example.com or call us at 02 8046 6228.
(For security and training purposes, telephone calls to and from our customer service centres may be recorded or monitored).