Our Returns Policy

An order can be cancelled and full refund granted if we are notified of your intention to cancel within 14 calendar days of the date you take possession of the goods.

Returns Procedure:

1. You must inform us in writing by emailing info@xmasdirect.co.uk that you wish to return the goods and cancel your order.

Model Cancellation Form:

TO: Christmas Direct (The Corporate Christmas Tree Company Ltd), Unit 4, Ruthvenfield Avenue, Inveralmond Industrial Estate, Perth, PH1 3WB

I hereby give notice that I cancel my contract of sale of the following goods:

Order No.:

Received on:



Signature (only if this form is notified on paper):


2. Please supply your order reference number which will start with XS and also a reason for the return.

3. We will then issue you with an approved returns number starting with XR, this number must be included with your return.

4. At your expense, send the goods back to:

Christmas Direct Ltd – Returns
4 Ruthvenfield Avenue,
Inveralmond Industrial Estate,

5. When returning your goods please insure that they are wrapped and protected sufficiently to avoid being damaged and that the goods are returned with their original packaging and are in a re-saleable condition. Please do not tape or write on the goods themselves.

6. Good must be received by Xmas Direct within 14 days of applying for a refund.

If you do not follow the above instructions, there may be a delay in the processing of your refund.

During the time the goods are in your possession you agree to take reasonable care of the goods. Examples of a failure to take reasonable care of goods may include if you use the goods, if you assemble or part assemble the goods or if you remove the goods from their packaging and fail to properly repack them.

If you fail to take reasonable care of the goods i.e. the goods are damaged whilst in your care (including damage to packaging or damage caused in assembling or disassembling the goods), or if you fail to return all parts of the goods, we may take action against you for breach of the statutory duty which requires you to take reasonable care of the goods in your possession.

This Returns Policy does not take away any rights you may have under consumer law. For more information contact your local Citizens Advice Bureau in England and Wales and Citizens Advice Scotland in Scotland.

This Returns Policy is in accordance with your rights under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

Refunds Policy – UK Customers

When cancelling an order that has been dispatched you are entitled to a full refund including the delivery charge. However, if you select any option other than the standard delivery option, i.e. a timed delivery, a Saturday delivery or if the standard delivery for the item is post and you choose the courier option, you are entitled to be refunded for the standard delivery cost only and not any additional surcharges selected. Please note – artificial Christmas Trees over 6ft in height are considered a specialist order, the maximum refund for delivery will be £8.50.

Delivery Charges – non UK customers
Should you decide to return goods to us, or they are returned to us for any other reason (for example non-payment of duty or VAT, unable to deliver etc), delivery charges to non UK customers will not be refunded, except in the case of faulty goods.

EU Customers – VAT and Customs Duty
For customers based in the Republic of Ireland and other EU countries, VAT and customs duty will now be payable before you receive your parcel(s). The courier will declare goods on your behalf and will collect duties and taxes from you in advance of delivery, and will contact you by email to arrange payment. Should any outstanding duty and tax not be paid by you, the goods will be returned to us automatically in due course – as per above, due to the high costs incurred to us, we are unable to return the delivery cost part of your order. If you wish to have the goods sent out to you again, we will charge you a subsequent delivery charge.

Business to Business Orders

Delivery charges will not be refunded. Additionally, we reserve the right to charge a restocking fee for returns with a value greater than £300 excluding VAT of up to 25% of the value of the return.

Faulty Goods Policy

All products purchased from Christmas Direct are guaranteed according to consumer law. 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.

Cancellation Of An Order

You are entitled to cancel your order and thereby your contract with Christmas Direct Ltd up to 14 calendar days from the date you receive the goods. If you wish to cancel the order you must inform us in writing, either by post or email. If the item has been dispatched or has been delivered (for clarity, an item is deemed delivered upon leaving the delivery vehicle), it is your responsibility to return the goods to Christmas Direct Ltd at your own cost. Please see the returns section above.

For any orders that have been specially ordered in for you from a third party i.e. the product is not held in our stock, we cannot accept returns. We recommend you ask for samples and make your decision from those prior to placing your order.