9. Cancellation and returns
9.1. Cancellation or return of perishable goods, including cut Christmas trees and plants:
(a) As our plants or trees, by their nature, can deteriorate or expire rapidly, you are not entitled to return them if you simply change your mind.

9.2.  Cancellation or return of non-perishable goods:
(a) You may cancel your first order and receive a refund at any time before your order is delivered and up to fourteen days afterwards, beginning on the day after you receive the products. In this case, you will receive a full refund of the price paid for the products in accordance with our refunds policy (see clause 10).
9.3. Incorrect product: If we sent you something you hadn’t ordered, please contact us within 14 days informing us of the problem and our customer services team will provide information on how to return the item.
9.4. Product damaged in transit: If your purchase is damaged in transit, please contact us within 14 days informing us of the problem and our customer services team will provide information on how to return the item.
9.5. Return due to condition:
(a) Plants or Trees: If you receive a plant or tree that you believe is in bad condition, contact us immediately, but no later than 14 days after its arrival. We request that you email us a photograph of the plant so that we can send it to our experts to be reviewed.
(b) Other products: if you receive a product that is defective, please contact us within 14 days informing us of the problem. You can return it within 28 days to get either a replacement or a refund.
9.6. How to tell us about problems: If you have any questions or complaints about the product, please contact us. You can telephone our customer service team at info@festive-fir.co.uk

10. Refunds
10.1. If you cancel or return an order in line with our cancellation and returns policy in clause 9, we will refund you as soon as possible in line with clause 10.2 and, in any case, within fourteen days of the day of our receipt of the returned products or (if earlier) the day you provide evidence of having sent the products back to us.
10.2. Refund amount:
(a) Delivery charge (if any): We will refund the price of the products in full excluding the cost of delivery (if any).
(b) Partial refunds: We always try our best to ensure that our products are in perfect condition, but due to their nature this is not always possible. In the event of a minor error we reserve the right to use our discretion as to the amount of the refund. We will act reasonably and may offer you a partial refund.