Terms & Conditions of Purchase
Terms & Conditions
These Terms & Conditions apply to orders placed with Hillview Christmas Trees, including real Christmas trees, tree stands and related products.
By placing an order through our website, you agree to these Terms & Conditions together with the product, collection or delivery information shown at the time of purchase.
Nothing in these Terms & Conditions is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.
Cancellations & Order Changes
Changing or cancelling an order
If you wish to cancel or change your order, you must contact Hillview Christmas Trees in writing by email at least 5 days before your scheduled collection or delivery date.
Please include your order number in all correspondence so we can locate your order.
An administration fee may be deducted from an approved change-of-mind cancellation refund to cover transaction and administration costs.
Change of mind
Our real Christmas trees are freshly harvested and prepared for specific Christmas collection and delivery runs.
We do not generally offer refunds or exchanges where a customer simply changes their mind after the applicable cancellation period.
This change-of-mind policy does not affect any rights you may have under the Australian Consumer Law.
Collection Times & Attendance
Your allocated collection time
Customers must collect their Christmas tree during the collection date and time shown or selected when the order is placed.
Many Hillview collection locations operate as part of scheduled freight runs and with the assistance of local community groups. Please check your order confirmation carefully and ensure you arrive during the nominated collection period.
If you fail to attend during your nominated collection window and have not made an alternative arrangement with Hillview Christmas Trees beforehand, your order may be treated as forfeited and no change-of-mind refund will be provided.
We cannot guarantee that trees can be held after a collection point has closed.
Late arrivals
Please arrive on time. Collection teams may need to leave the site or continue a transport or delivery run immediately after the nominated collection period.
If you believe you may be late, contact us as soon as possible. We cannot guarantee that an alternative collection arrangement will be available.
Port Macquarie, Wauchope, Kempsey & Crescent Head
Our home-delivery area
Hillview Christmas Trees offers selected home-delivery services on the Mid North Coast.
These services are designed for addresses within and immediately surrounding Port Macquarie, Wauchope, Kempsey and Crescent Head.
Any maps, town lists or delivery-area information shown on our website are provided as a guide. They do not mean that every rural or outlying address within the broader region is automatically included.
You must email Hillview Christmas Trees before placing your order to confirm that we can deliver to your address.
Selecting and paying for a home-delivery product does not automatically confirm delivery to an address outside our normal delivery area.
Outlying and rural delivery addresses
Rural properties and outlying addresses can add significant travelling time to a delivery run. An address that appears geographically close to a town may still be well outside our planned route.
If your address is more than approximately 15 minutes from one of the four main service towns and you have not received prior written approval from Hillview Christmas Trees, we are not obliged to make a special trip to deliver your tree to that address.
What happens if my address is outside the delivery area?
If an order is placed for an address outside our normal delivery area without prior approval, Hillview Christmas Trees may contact you to arrange an alternative.
Depending on the circumstances, this may include:
- collection from an agreed Hillview collection point;
- delivery to an alternative agreed address within our normal delivery area;
- an additional delivery charge where an extended delivery can reasonably be accommodated and the charge is agreed beforehand; or
- cancellation and refund of the affected order if a suitable arrangement cannot be reached.
Please ask us before ordering. We'd much rather confirm your address beforehand than discover on delivery day that your property is well outside the planned route.
Every Real Christmas Tree Is Different
Every Hillview Christmas Tree is a natural product grown outdoors on our farm.
Individual trees naturally vary in height, shape, branch structure, density, colour and overall appearance. Tree size categories represent an approximate height range rather than an exact measurement or identical appearance.
Natural variation alone is not considered a fault.
Specific shapes and individual trees
Unless expressly agreed otherwise in writing, customers are purchasing a tree within the size and product category ordered rather than the exact tree shown in a photograph.
We cannot guarantee a particular shape, branch pattern, fullness or perfectly symmetrical appearance.
Returns, Refunds & Exchanges
If you believe there is a genuine problem with your tree
If you believe your tree was damaged before collection, is significantly unusable, or otherwise fails to meet an applicable consumer guarantee, please contact Hillview Christmas Trees promptly.
We ask that concerns regarding a fresh Christmas tree are reported within 12 hours of collection or delivery where reasonably possible.
Please include your order number and at least three clear photographs, including photographs showing the overall tree and the specific area of concern.
Some Hillview collection and delivery locations are many hours from our farm. We cannot transport a replacement tree back to a distant collection location or make a separate replacement delivery.
If a replacement or exchange is approved, the original tree must be returned to the Hillview Christmas Trees farm near Tamworth before the replacement tree will be provided.
What if I live a long way from the farm?
We understand that customers purchasing from Brisbane, Coffs Harbour, Port Macquarie and some of our other regional locations may live a considerable distance from Hillview.
Where we determine that a genuine issue exists and returning the tree to the farm is not reasonably practical, Hillview Christmas Trees may determine that a refund is more suitable than a physical replacement.
Nothing in this section limits any remedy that must be provided under the Australian Consumer Law.
Please contact us before returning a tree
Do not travel to the Hillview farm with a tree unless we have first confirmed that a return or exchange has been approved.
We will first review your order information and photographs and advise you of the appropriate next step.
Christmas Tree Care
Caring for a real Christmas tree
Real Christmas trees require water and sensible handling after collection.
Once home, make a fresh cut of approximately 2cm from the bottom of the trunk and place the tree into water immediately. Keep the water topped up and avoid unnecessary exposure to excessive heat, direct hot sunlight, fireplaces and strong direct airflow.
We recommend allowing approximately three weeks for a Hillview Christmas Tree to be at its freshest when properly cared for.
Read our Real Christmas Tree Care Guide →Deterioration caused after collection
Hillview Christmas Trees is not responsible for deterioration caused by failure to provide adequate water, excessive heat, unsafe transport, inappropriate storage, misuse or other handling after the tree has been supplied.
This does not exclude any rights you may have where a problem existed when the tree was supplied or where an applicable consumer guarantee has not been met.
Transporting Your Christmas Tree
Customer transport
Once a tree has been collected, customers are responsible for ensuring that their vehicle is suitable for transporting it safely and that the tree is adequately secured.
All Hillview Christmas Trees are placed into a protective netting sock to assist with transport.
Metal ute trays can become extremely hot during the Australian summer. Please bring an old towel, blanket or protective mat to place underneath your tree during transport.
Collection-point safety
Customers must follow reasonable directions provided by Hillview Christmas Trees staff, contractors, volunteers or participating community groups at collection locations.
Customers are responsible for supervising children and for safely loading and securing their tree once it has been handed over.
Weather, Transport Delays & Events Outside Our Control
Christmas tree harvesting, freight, collection and delivery may occasionally be affected by circumstances outside our reasonable control.
These may include severe weather, storms, flooding, bushfires, road closures, vehicle breakdowns, transport disruptions or other unexpected events.
If a significant disruption affects your scheduled collection or delivery, Hillview Christmas Trees will make reasonable efforts to contact affected customers and provide updated arrangements. Please ensure your contact details are correct when purchasing your tree.
If we are unable to contact you and you do not attend any revised or confirmed collection arrangement, your tree may be treated as forfeited and a change-of-mind refund may not be available.
Clubs, Community Groups & Bulk Purchases
Bulk orders, fundraising arrangements, wholesale orders and community-group collection arrangements may be subject to additional written terms agreed between Hillview Christmas Trees and the organisation involved.
Where separate written terms are agreed for a bulk or organisational order, those terms apply in addition to these general Terms & Conditions.
SMS & Marketing Terms
Marketing consent
If you expressly subscribe to receive SMS, email or other electronic marketing from Hillview Christmas Trees, you consent to receiving marketing communications using the contact details you provide.
Marketing consent is voluntary and is not a condition of purchasing a Christmas tree or other product.
What we may send
Marketing communications may include Christmas tree availability, seasonal announcements, collection information, promotions, reminders and other Hillview Christmas Trees news.
We may also send transactional communications that are reasonably necessary to manage an existing order, including order confirmations, collection reminders and changes to delivery or collection arrangements.
Unsubscribing
You may withdraw your consent to receive marketing communications at any time by using the unsubscribe option provided in the message.
For SMS messages, this may include replying STOP where that option is provided.
You can also contact: admin@hillviewchristmastrees.com.au
Message and data charges
Hillview Christmas Trees does not charge a separate fee for receiving our SMS marketing. Your mobile provider's normal messaging or data charges may apply depending on your mobile plan.
Privacy
Personal information collected for orders, customer communications and marketing will be handled in accordance with applicable Australian privacy and electronic marketing requirements.
Responsibility & Liability
To the extent permitted by law, Hillview Christmas Trees is not responsible for loss, damage or deterioration arising from:
- failure to collect an order during the allocated collection period;
- unsafe or inappropriate transport after collection;
- failure to follow our Christmas Tree Care Guide;
- allowing the tree's water reservoir to run dry;
- excessive heat or inappropriate positioning of the tree;
- damage caused by the customer or another person after collection;
- delivery information or an address supplied incorrectly by the customer; or
- events outside our reasonable control.
Nothing in these Terms & Conditions excludes, restricts or modifies any right or remedy that cannot lawfully be excluded under the Australian Consumer Law.
Contact Hillview Christmas Trees
For cancellations, order changes, delivery-area checks, collection questions or concerns about your tree, please email us. Include your order number where relevant.
admin@hillviewchristmastrees.com.au