Refund policy

Refund & Cancellation Policy

Changing your booking
You can change your delivery day or time window for free up to 48 hours before your booked delivery, subject to availability. Email hello@thechristmasbutler.com.au or call 0484 199 069.

Cancelling

  • More than 72 hours before your delivery day: full refund.
  • Within 72 hours of your delivery day: we’ve usually sourced your tree by then, so we can offer a free change of date, or a refund of 50% of the order.
  • Removal-only bookings: full refund if you cancel more than 24 hours before your removal day.

If we can’t deliver
If we need to cancel or can’t deliver in your booked window (for example because of severe weather), we’ll contact you to rebook. If the new time doesn’t suit, we’ll give you a full refund.

Happy Tree Promise
If your tree isn’t fresh and healthy when it arrives, or isn’t the size you ordered, tell us within 48 hours of delivery (a photo helps) and we’ll replace the tree or refund the tree price. To make a claim, contact The Christmas Butler, 50 Packham Street, Box Hill North VIC 3129, on 0484 199 069 or at hello@thechristmasbutler.com.au. There’s no cost to you to make a claim. The benefits of this promise are in addition to other rights and remedies you have under the law.

Your rights under Australian Consumer Law
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract with us, and to a refund for the unused portion or to compensation for its reduced value. You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done, you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

Charity donations
If your order is refunded in full, the charity donation for that order is cancelled too.