Terms & Conditions

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  • Every effort will be made to ensure that all products displayed on our website are available. However we offer no guarantee of availability and this electronic publication does not constitute an offer for sale.
  • Goods are normally dispatched within the times stated on our delivery page, these vary depending on the delivery option selected. We will contact you once we receive your order (we aim to contact you within 24 hours) to arrange a suitable delivery date. If there are any availability issues, you will be notified and you have the right to cancel.
  • Our delivery prices and options are all explained under our delivery policy. These are added to the order once you have typed in your address and moved on to the next stage.

Prices and Tax

  • The price shown for the goods excludes postage and packaging unless specifically stated. The charges for postage and packaging are shown at the Checkout level once you have entered your personal details, but before any payment information is taken.
  • We do not offer delivery outside of the U.K., therefore all prices listed will include VAT.

Cancellation and Returns

Cancellations of goods before delivery

  • Once you have finalised your purchase, if you decide that you want to cancel your order, you can e-mail us with your order number or call us on 015394 82333 and request Internet sales.

Goods that arrive in good condition, but you have changed your mind

  • If you wish to return your products once you have received them because you have changed your mind and the goods are exactly as expected, then you will receive a refund for the total value of the goods excluding any delivery charge. It will also be your responsibility to return the goods to us.
  • It may be possible for us to collect the goods from you, however a collection charge will need to be agreed depending on your location. Any collection costs will be deducted from your refund.
  • A standard £10 will be charged for the return of any large product within the UK. We will arrange the collection with our carrier or own transport. 
  • You have 14 days to return or request collection of any goods you have ordered in error or do not require. As detailed above there may be supplementary costs if we are required to collect.

Goods that arrive damaged

  • If a product arrives damaged, in the first instance we can replace the damaged part as this tends to be the quickest solution. If it is not possible to do this we can organise the delivery of a complete new product. Customer satisfaction after delivery is our highest priority.
  • The above two processes are methods of rectifying a problem and do not in any way effect your statutory rights to a full refund.

Goods that arrive different to how they have been described

  • Whilst every effort is made to ensure that the goods delivered to you are exactly as described on our website, occasionally mistakes occur. If you receive a product that is not what you ordered and it does not look like a suitable upgrade, then please call us and we will resolve the matter with urgency.              
  • If you are not entirely happy with the alternative product or our ability to rectify the delivery mistake, then you are entitled to a full refund including your delivery charge and we will arrange to collect the goods at our cost.


  • The colour of goods may vary slightly from that shown on the website due to limitations of browser software and monitors. If you feel you have been mislead, please contact us and we can discuss this matter. 


  • All confidential information, including credit card details, are held securely and only transmitted in encrypted form. Customer details are not passed to third parties and are used only in accordance with the Data Protection Act.


  • You agree to indemnify us against any claims, losses, liabilities, damages and expenses (including legal fees), arising out of your use of this site.


  • The Contract will be governed by the laws of England and Wales and the parties to the Contract submit to the jurisdiction of the English Courts.

Consumer Rights

  • None of the above Terms and Conditions affects your statutory consumer rights.



Christmas Tree Ordering and Returns Policy

Returning your tree could not be easier

If the tree arrives damaged, does not meet your expectations or your requirements have changed, just reply to the email confirmation of your order and tell us what you would like to do. Your options are:


If the tree is damaged or does not fit your requirements and you require a replacement or alternative, we can arrange the exchange for you. The cost of the return of a damaged tree for refund is Free. The cost of an exchange because you have changed your requirements is just £10.

Return for Refund

If the tree is not as described and you require a refund, we can arrange collection of the tree and issue a full refund with no costs involved. A full refund including your delivery charge will be issued. You have 14 days to return any goods that are unwanted without any financial penalty.

Do you need to be home?

We can usually arrange either of these within a day or two, you will not always need to be home to accept the exchange and if there is somewhere it can be left in your absence we can arrange to do the exchange from there or make the collection from there. It can also be collected from or left at a neighbour’s house or from as long as we have prior notification of the alternative address.

Can I have my parcel delivered to an alternative address?

Your item can be delivered to any delivery address; it is easy to select the alternative address as you are checking out on our website. Just uptick the box that says deliver to Billing address and it will then allow you to enter an alternative delivery address.

Do I need to activate my Tree Guarantee?

Your Guarantee will be automatically activated once it is delivered and is registered on our order system. You will need to retain your order number for future claims on your guarantee.

How long will it take to deliver my Christmas tree?

Your Christmas tree will usually be delivered within 48 Hours during the run up to Christmas, but can be delivered within 24 hours or on a specified date if required. Closer to Christmas all trees will aim to deliver within 24 hours as standard. Our standard delivery charge of £4.99 applies no matter what your requirements unless you require a Saturday delivery. In this instance there will be an additional charge of £20.00 and you will need to verbally advise us of this request.

If you require a tree the following day on which you place your order, you will need to make telephone contact to advise us of this requirement as during busy times, we can run 24 hours behind.

Purchasing a Christmas tree for delivery to Europe or Internationally

If you wish to get a quote for delivery of a Christmas tree or items to go abroad, please email us through the contact us page (click here). With your full address and details of the items(s) you would like to order. You can either link to them or provide us with the website product reference so that there is no confusion.

Hayes XYZ is the trading name of Hayes Garden World Limited, which is a company incorporated in England and Wales and registered under company number 1597594 VAT No GB-153 8516 58.