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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™ THREE-YEAR LIMITED WARRANTY COVERAGE FOR ARTIFICIAL CHRISTMAS TREES

Balsam Hill is pleased to offer a limited three-year product warranty on regular and sale-priced artificial Christmas trees. The Balsam Hill Three-Year Limited Warranty guarantees the quality of our artificial Christmas trees’ factory installed lights (excluding burned-out bulbs), 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. Please note this warranty only applies to artificial Christmas trees. All other products are covered by our Premium Guarantee. All clearance trees are covered by a 60-DAY CLEARANCE LIMITED WARRANTY.

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.

Please do not attempt self-repair, other than as shown in instructions that we have provided or as directed by a Customer Loyalty Specialist, as this may damage the tree further and subsequently void the warranty.

If during the Warranty Period you submit a claim to Balsam Hill in accordance with this warranty, we will, at our option:

  • repair the tree as soon as possible with a part or parts that are equivalent to new in reliability. If your tree is no longer available for sale on our website or as been redesigned, the part(s) may have to be manufactured after the holiday season;
  • replace the tree with either a style that is identical, or the closest compatible style available; or
  • give you a credit towards a replacement tree if we cannot repair or replace your tree.

Due to the seasonal nature of our business, part and/or product availability can change rapidly during the months of November and December, and we will work with you to find a solution.


EXCLUSIONS FROM THE BALSAM HILL™ LIMITED WARRANTY FOR TREES

The warranty excludes burned-out bulbs and normal wear and tear, and will be voided in the cases of damage due to misuse, neglect, intentional alteration, or other events beyond our reasonable control. A warranty may not be transferred and applies only to the original owner of the tree.


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 CLEARANCE LIMITED WARRANTY

Balsam Hill offers a 60-day limited warranty on all clearance trees. The limited warranty on clearance trees is the same as that described on this page for all other artificial Christmas trees, but it only lasts for 60 days. For this reason, we encourage you to open and inspect clearance items upon delivery.

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.