Refund Policy

Before dispatch

You can cancel your pre-order at any point before your tree is dispatched (or before your collection date) for a full refund - just email contact@hollyandfir.co.uk with your order number.

After delivery

If your tree arrives damaged, or isn't the size or variety you ordered, tell us within 48 hours of delivery and we'll exchange it or refund you in full - your choice. A photo helps us sort it fastest.

Because trees are natural, perishable products, we can't accept returns for change of mind once a tree has been delivered or collected - but if you're ever unhappy with the quality of a tree, talk to us. We hand-grade every tree and will always make it right.

Refund timing

Refunds are issued to your original payment method via Stripe and typically appear within 5–10 working days.

Your statutory rights

This policy is in addition to, and does not affect, your statutory rights.