We hope you are happy with your purchase however there are certain times of year that your sapling may be in a dormant state, this may give the impression of an unhealthy tree. Please be aware that this is perfectly normal and your tree will produce new leaves in spring as long as it is cared for correctly, however if you are unsure of this you can scrape back a small piece of the bark and you should see pale new wood underneath which will mean that the tree is healthy. If this is not the case, you may return the tree within 30 days of receipt, in its original packaging. We will exchange the tree or provide a full refund.
If you change your mind, trees do follow our standard returns policy and therefore can be returned without reason by notifying us within 14 days of delivery, you then have 15 days to get the products back to us for a full refund.
For most products you can cancel your order, either before or after we deliver it, by notifying us within 14 days of delivery without giving any reason.
You can do so by contacting our Supporter Care Team on 0330 333 5310 or 0330 333 3300 for trees and dedications. If you would prefer to email, please contact our team on firstname.lastname@example.org (including tree enquiries) or email@example.com for dedications.
To meet the cancellation deadline you must tell us that you wish to cancel before the 14 days period has expired. You then have 15 days to get the products back to us for a full refund.
Please note that for certain products like dedications and virtual gifts, this right to cancel will not apply, for more information about what is not applicable please visit our full terms and conditions.
We regret that donations including dedications and virtual gift packs cannot be refunded. Please contact our Supporter Care Team on 0330 333 3300 if you have a query about a donation you have made.
We hope you will be delighted with your purchase, but if not please return the goods in the original packaging, clearly stating your name, address and order number and reasons for your return within 30 days of receipt. Where the goods are faulty we will issue a refund. Where substitute goods have been offered as an alternative, these may be returned by Freepost to the address above for a full refund.
All products must be returned to the specified addresses below. Please ensure your return clearly states:
Please call our Supporter Care Team on 0330 333 3300 for the returns address as the address can vary.
Lincolnshire, NG31 6LL