Refund policy

Cancellations

Changed your mind? Email elf@schoolelf.co.uk before your school's order deadline and we refund you in full.

After the deadline we cut your tree to order at the farm. Fresh cut Christmas trees are perishable goods, like fresh flowers. The cancellation right under the Consumer Contracts Regulations 2013 does not apply to them, so we cannot cancel an order once the trees go to dispatch.

Problems with your tree

We guarantee the freshness and quality of every tree. We pick each one by hand before it leaves the farm.

If there is a genuine issue with your tree, email us within 48 hours of your school's collection day. We will replace the tree or refund you.

A real tree is not symmetrical. We do not exchange trees over natural shape. Beyond 48 hours the tree's care sits with you: fresh water every day and a cool spot away from radiators. We cannot cover a tree that dried out at home.

This policy does not affect your statutory rights.