At Aussie Real Christmas Tree, every tree is carefully hand-selected, freshly cut, and delivered with care from our Melbourne farm. Because each tree is a living, perishable product, it may vary slightly in shape, colour, and fullness — that’s part of its natural beauty.
We genuinely want you to love your tree as much as we do. If something isn’t right, we’ll always do our best to make it right.
1. Notify Us Within 48 Hours
If your tree arrives damaged, severely dry, or not as described, please contact us within 48 hours of delivery so we can review and resolve it quickly.
After this time, the tree’s condition depends on storage and watering, so we’re unable to accept later claims.
2. How to Request a Review
Email aussierealchristmastree@gmail.com and include:
- Your order number
- Photos clearly showing the issue
- A short description of your concern
3. Our Resolution Process
Every tree is harvested, handled, and delivered by our small local team — and while we take great pride in our work, sometimes things don’t go perfectly. If we’ve fallen short, we’ll make it right with genuine care and fairness.
a. Replacement – We’ll arrange collection of the original tree and deliver a replacement of similar size and quality at no extra cost.
b. Refund – If a replacement isn’t suitable, we’ll collect the tree first and process a refund to your original payment method once approved. Refunds are normally completed within 3–5 business days after pickup.
4. Natural Variations
Every real Christmas tree is one of a kind — shaped by nature, not machines. That means small differences in height, fullness, or colour are completely natural and part of their living charm.
Our team takes great care to choose the best-looking trees from each harvest, but as nature has the final say, perfection can vary from one tree to another. If your tree arrives and you feel it’s not quite what you expected, please don’t hesitate to reach out. We’ll review your concern with understanding and do our best to make it right — whether that means a replacement, a partial refund, or another fair solution.
5. Change-of-Mind
Because real Christmas trees are fresh, perishable products, we’re unable to offer refunds or exchanges for change-of-mind once a tree has been delivered or collected. Each tree is unique, and we cut them fresh to order, so we truly appreciate your understanding.
That said, we stand by the quality of our work. If something doesn’t feel right — if the tree isn’t up to the standard you expected, or if our harvesting or handling has fallen short — please reach out. We’ll always do our best to make it right with a replacement, refund, or another fair solution.
For non-perishable accessories (such as tree stands, preservatives, or lights), returns are accepted within 7 days of delivery if the items are unused and in resalable condition. Return postage is at the buyer’s cost.
Aussie Real Christmas Tree
ABN 33 669 774 458
Unit 3, 76 Berkshire Rd, Sunshine North VIC 3020
📞 0468 593 668
✉️ aussierealchristmastree@gmail.com
🌐 www.aussierealchristmastree.com.au
