Our Terms and Conditions & Returns Policy was last updated on 3rd November 2022

 

Who you are ordering from

Your order is being processed by Whelly Hill Farm.

LEGAL ENTITY: A M & N I Forbes Christmas Trees – trading as Whelly Hill Farm

Whelly Hill

Hartlepool 

TS27 3BH

Phone: 07973 281211

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Terms & Conditions

Please note that for all orders placed online, we will make all reasonable efforts to deliver on the requested delivery date. Where this is not possible, we will contact the customer via the email address taken during the order process. 

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Please inspect your tree thoroughly on delivery and also note that tree sizes can be 150mm/6" either way of your chosen height. Your tree will be delivered by the Whelly Hill Farm team and not via a courier so please take the opportunity to raise any queries with the delivery driver. Once your tree has been signed for we are unable to refund or replace. 

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Due to the ‘living’ nature of our products, any photos or descriptions made or referred to on our website are representative only and we cannot guarantee your order will look precisely as described, as such no warranty as to appearance or dimensions can be provided nor is given. 

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Tracking your order

Unlike the large international courier firms we do not have an online tracking system, all trees are delivered by our farm staff. If for any reason your order has not arrived within 24 hours of the expected date, you can contact us for an update via email. Please use this email address: lucy.directroute1@yahoo.co.uk

Unless you have been contacted by us your order will be delivered within 24 hours of the requested date.

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Click and collect

If you have chosen this service, you can collect from the farm on the requested date unless we contact you to agree on an alternative. Please note that during peak periods the farm shop can be extremely busy so please allow plenty of time.

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Alternative products

Where we are unable to provide the requested product, we will try to supplement this with an alternative. Where this is necessary we will contact the customer to obtain agreement.

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Measurements

All measurements in respect to tree height are approximate and the actual tree may be larger or smaller by up to 150mm or 6”. If exact measurement is critical, please select the click and collect option where you are able to view a number of trees and make your own selection.

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What to do if you are unhappy with your tree

It is important that you inspect your tree carefully, either at the farm for click and collect, or at the delivery address. Any issues are easier to deal with at this stage.

If you are unhappy with your tree after collection or delivery please contact the farm and we will do our best to rectify any issues.

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Cancellations

Should you wish to cancel an order the following terms will apply:

Where the cancellation is made on the same day as the order, no fee will be charged. We use Stripe as a payment gateway and will process your refund within 48 hours, it may take a further 1-2 business days to arrive within the originating account.

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Where a cancellation request is made after 24 hours a refund will be provided minus an administration fee of £5. This is to cover the costs of administration and scheduling which may already have taken place.

If an order is cancelled within 48 hours of your requested delivery date, a refund of 50% will be made for the tree and any other products purchased. 100% of any delivery charge will be refunded. 

 

Prices

All our prices for online sales are quoted inclusive of VAT.

 

Governing Law

These Terms and Conditions are subject to the application of English Law and any cause of action lies solely with the Courts of England and Wales only.