Terms & Conditions

General Terms

By completing and submitting our electronic order form you agree to the terms and conditions outlined below and making an offer to purchase goods which, if accepted by us, will result in a binding contract. Xmastreeonline.hk may contact you in the future to enquire as to whether you would be interested in purchasing from us next Christmas. We will only sell to customers who are 18 years of age or older. Any claims/complaints must be made in writing to us within 5 days of receipt of goods. All claims in relation to a perishable item must be accompanied with a photo that clearly shows the concerns being raised.This photo must also be received within 5 days of receipt of goods. We reserve the right to revise details and prices at any time and without notice. We undertake to guarantee to hold the price at the time of your order. All items advertised by us are subject to availability. We reserve the right to alter the Ordering & Delivery Terms and to decline service to any individual. This website and everything contained in it is copyright of Xmastree Ltd. We reserve the right to allow for the possibility of supplying substitute goods in the event of us not being able to supply the specific goods ordered. The substituted goods will be of equivalent quality and price to those ordered. If you are unhappy with the substitute goods we will meet the return charge. We will contact you first if this unlikely event happens.

Payment Processing

We accept payment with major credit cards and PayPal. Credit card payments will be processed through the secure payment service provided by PayPal. The price paid for delivery of Christmas trees includes delivery to your address but excludes erection of the tree, net removal and decoration. Full payment will be taken on the date of order. Funds must be received by us in full prior to dispatch of your order.

Delivery

On receiving your goods please check them BEFORE signing for them. If there is any problem please sign for them as “DAMAGED”. In accordance with the Hong Kong Distance Selling Regulations, we cannot accept cancellations or returns for perishable goods, as trees and wreaths are freshly cut/prepared to order. Our courier normally delivers Monday-Sunday 10am-6pm to HK Island, Thursday and Friday to NT and Sai Kung and Thursday to Sunday to Discovery Bay and Tung Chung. If you want to sign for your goods and you are not in, our courier will try to call you to inform you of the failed delivery attempt. They will attempt to deliver on one more occasion or leave the tree with your Concierge/Security service, there-after you will be charged for the return of your goods. If you give permission for your goods to be left without a signature you do so at your own risk. If items become separated during transit and you refuse delivery of any part of an incomplete order you may not receive any outstanding items on your order as refusal of one item may be deemed to be refusal of the whole consignment. We cannot guarantee any special delivery instructions will be followed as it is at the discretion of the courier service. Xmastreeonline cannot be held responsible for any of the actions of our third party courier drivers. Xmastreeonline cannot be held responsible for problems caused by adverse weather/road/traffic conditions. Our courier is contracted to deliver to your building. If you live in walk up buildings the courier is NOT obliged to deliver to your door, this is at the discretion of the courier driver only. You must let us know if your order has not been delivered within 5 working days of the required date. After 5 working days we cannot be held responsible for the non-delivery of your goods. Last delivery date for 2016 is 10th of December.

Cancellation

Non-perishable goods (Excludes Christmas Trees and Wreaths) In accordance with the Hong Kong Distance Selling Regulations you have the right to cancel your order within 7 working days beginning from the day following receipt of your order. Cancellation has to be made latest 5 days prior delivery date. We require notice of cancellation in writing which may be posted or e-mailed before this period expires. If you wish to exercise your right to cancel your order, our company policy is that we will NOT refund the original purchase price and delivery charge. In the event that you wish to cancel your purchase we request that you contact us by e-mail at info@xmastreeonline.hk at your earliest opportunity. Until the goods are returned it is your responsibility to take reasonable care of them. They should be returned with their original packaging, unused and in saleable condition. All goods returned must be accompanied by the original receipt as proof of purchase. You are responsible for the cost of return carriage. If the items are faulty or damaged we will refund any return costs once we receive your goods. If we do not receive the item we will arrange for collection of the item at your expense. Perishable Goods (Includes all Pot grown and real cut Christmas Trees and Wreaths) We cannot accept cancellations or returns for perishable goods any later than 5 days before due shipment as trees and wreaths are freshly cut/prepared to order. If you wish to cancel your purchase before this time we require notice of cancellation in writing which may be posted or e-mailed. If you wish to exercise your right to cancel your order, our company policy is that we will NOT refund the original purchase price and delivery charge. In the event that you wish to cancel your purchase we request that you contact us by e-mail at info@xmastreeonline.hk at your earliest opportunity.

Damaged Goods

In the unlikely event that the goods are damaged in transit please sign for them as “DAMAGED” or refuse to take delivery. We cannot accept responsibility for goods that are damaged and have been signed for. Please e-mail us at info@xmastreeonline.hk and give us as much information as possible regarding the damage so that we can arrange a replacement or refund. Any concerns or complaints about cut/pot grown trees or wreaths have to be accompanied by a photo before we can progress the complaint. This will allow us to assess your product and can be used in any claims against the Courier provider. Moreover it will help us to quickly resolve any concerns you have. The cost of this return along with the original cost of the item will be refunded in full following an inspection of the goods that verifies the original complaint. If you refuse to accept delivery of an order for any OTHER reason you will incur an administration charge of HKD 200,- and will not be entitled to a refund.

Product Quality

Trees and wreaths are either living or made from living material so there will be some variation from those depicted in the photographs on our website. Any concerns or complaints about cut/pot grown trees or wreaths have to be accompanied by a photo before we can progress the complaint. This will allow us to assess your product and can be used in any claims against the Courier provider. Moreover it will help us to quickly resolve any concerns you have. We cannot be held responsible for the deterioration in quality of any Nordmann/Noble fir that is used indoors or without properly watering the tree. Our trees are graded for quality before being cut. They are carefully inspected and graded again prior to being dispatched. We only sell trees of the highest standard (Grade A). All tree heights are measured to the tip of the tree. All our trees are grown in plantations where wildlife is abundant. This means that, very occasionally, spiders and such like may make an appearance! Christmas trees are grown in a natural environment and are harvested in variable weather conditions. During the harvesting process we endeavor to keep them as clean as possible, however, sometimes trees pick up a bit of mud, which can become lodged inside the packaging of the tree. Please take care when unpacking your tree as we will not be held responsible for any damage caused by debris that may fall from the tree. Christmas trees and Christmas wreaths are ‘perishable goods’ and have a limited display life. Put your tree or wreath up as close to Christmas as possible to ensure a fresh healthy looking tree over the festive period and make sure you regularly water the tree. If you want to display your tree for a prolonged period you have to replenish it with water failure to do so will result in premature needle drop and colour degradation. We cannot be held responsible for problems arising with any tree or wreath in relation to needle drop, colour, general product freshness and longevity after receipt of the goods. Please note that packaging shown on this site is for illustrative purposes only and may vary from that which you receive.

Product Handling

The products we sell are specially grown for the Christmas Market and like all such products will have been cultured to enhance their quality in line with industry practice. Care should be taken when handling the products. The safe use of the product is your responsibility and you accept that any loss or injury arising from its use will be your responsibility. Please be aware that needles from the Norway Spruce can cause a mild skin irritation or allergies.

Security & Privacy

We are 100% committed to protecting your security and privacy but we do need to collect some information from you to enable us to process your order. We need your name and address to know where to send your order and your telephone number and e-mail address to enable us to contact you should there be a problem with your order. If using Credit Cards the payment will be processed through Paypal. We promise to keep all information that we collect from you in a safe and secure way. We promise not to give any details to a third party with the exception of PayPal our secure payment service provider. Xmastreeonline.hk may contact you in the future to enquire as to whether you would be interested in purchasing from us next Christmas. Please ensure that the details you provide us with are correct and complete before submitting an order!