Refund policy

We hope that you love your purchase and have had a great experience at our pop up store. If you are unhappy with your purchase we ask that you contact us on 02 9713 2861 or email us at store@merlinoschristmastrees.com.au so we can understand your circumstance and help find a solution.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Non-returnable items
We do not accept returns for perishable goods such as our cut or potted Christmas trees. Unfortunately, we cannot accept returns on sale items or gift cards.

Returns

To start a return, you can contact us at 02 9713 2861. If your return is accepted, we’ll discuss arrangements with you to return the items to us. If the purchase was through our online store, then we may send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at cherie@merlinoschristmastrees.com.au.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.