Terms & Conditions

1. Introduction

Welcome to Nordmann House. These Terms and Conditions govern your purchase of products from our website www.nordmannhouse.co.uk (the "Site") and your relationship with Nordmann House ("we," "our," or "us"). Please read these terms carefully before placing an order.

By placing an order through our Site, you confirm that you have read, understood, and agree to these Terms and Conditions in their entirety. If you do not agree to these Terms and Conditions, please do not use this Site or place an order.

2. Product Information

2.1 All Christmas trees are natural products with unique characteristics. Each tree grows differently and has its own individual shape, density, and features. Images on our website are representative examples only.

2.2 We grade our trees as either "Standard" or "Premium" based on our professional assessment. These grades represent general quality categories, but natural variation will exist within each grade.

2.3 Christmas trees naturally grow with a more slender top than base. This is a natural characteristic of the species and not a defect. Premium trees generally have fuller tops than Standard trees, but all real trees taper toward the top.

2.4 We provide sizing guides and descriptions to help you choose the right tree for your space. It is your responsibility to ensure the tree size you order is appropriate for your intended location.

3. Ordering Process

3.1 To place an order, you must select your preferred tree size, grade, and delivery date through our website checkout process.

3.2 You are responsible for providing accurate and complete information during the order process, including delivery address and contact details.

3.3 Once your order is complete and payment processed, you will receive an order confirmation via email. Please check this confirmation carefully and contact us immediately if there are any errors.

3.4 We reserve the right to decline any order at our discretion.

4. Delivery

4.1 We strive to fulfill all deliveries on the selected delivery date. While we have a 98% success rate, occasionally factors beyond our control may affect our ability to deliver on the exact chosen date.

4.2 In the rare event that we cannot deliver on your chosen date, we will contact you as soon as possible to arrange the closest alternative delivery date.

4.3 Delivery is dependent on stock availability. While we manage our inventory carefully, specific size/grade combinations may sell out during peak periods. In such cases, we will contact you to discuss alternatives.

4.4 You or your nominated representative must be present at the delivery address to receive the tree. If no one is available to accept delivery, we will attempt to contact you. Re-delivery may incur additional charges.

4.5 Please ensure suitable access for delivery. Our delivery team will place the tree at your designated location where reasonably possible, but we cannot be responsible for access restrictions that prevent standard delivery.

5. Tree Quality and Expectations

5.1 We select all our trees based on our quality standards for each grade. We commit to providing healthy, freshly cut trees that meet the general description of the grade purchased.

5.2 Natural characteristics of real Christmas trees include:

• Variation in branch density
• Natural tapering toward the top
• Slight asymmetry (trees are not perfectly symmetrical)
• Variations in trunk straightness
• Some minimal needle shedding

5.3 These natural characteristics are not considered defects and are part of the charm of having a real Christmas tree.

5.4 Premium grade trees generally have better density, especially at the top, and more symmetrical shapes compared to Standard grade trees. However, all trees will still display natural growth patterns.

5.5 If you require a tree with specific characteristics (such as extremely full foliage at the top), we recommend selecting our Premium grade and communicating any specific requirements at the time of ordering.

6. Returns and Customer Satisfaction

6.1 We are committed to customer satisfaction and want you to be delighted with your Christmas tree. If you believe your tree does not meet our quality standards for the grade purchased, please contact us within 24 hours of delivery.

6.2 To address any quality concerns, you must:

• Email us at hello@nordmannhouse.co.uk within 24 hours of delivery
• Include clear photographs of the tree showing the issues
• Provide your order number and contact details

6.3 If we determine that the tree genuinely does not meet our quality standards for the grade purchased, we will work with you to find a suitable solution, which may include:

• Replacement with another tree (subject to availability)
• Partial refund reflecting the difference in quality
• Full refund in exceptional circumstances

6.4 Please note that we cannot accept returns based on:

• Natural characteristics of real trees as outlined in section 5
• Incorrect size selection (tree too large or small for your space)
• Unrealistic expectations inconsistent with the natural growth pattern of Christmas trees
• Damage occurring after delivery due to improper handling, installation, or care
• Any alterations made to the tree by the customer (such as cutting the top off or significant branch trimming) that result in damage or deterioration of the tree

6.5 Our decision regarding the appropriate resolution will be final, but we will always strive to be fair and reasonable.

7. Tree Care

7.1 We provide tree care instructions with each delivery. Following these instructions is essential to maintain the freshness and appearance of your tree.

7.2 Key care requirements include:

• Keeping the tree well-watered
• Positioning away from direct heat sources
• Using appropriate tree stands and supports

7.3 We cannot be responsible for deterioration in tree condition due to improper care or environmental factors after delivery.

8. Limitation of Liability

8.1 Our liability for any claim arising from the supply of a tree is limited to the purchase price of the tree.

8.2 We are not liable for any consequential losses, damage to property, or any other indirect losses arising from the purchase of our products.

8.3 Nothing in these terms limits our liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation.

9. General Terms

9.1 These terms and conditions constitute the entire agreement between you and Nordmann House regarding your purchase.

9.2 We may update these terms from time to time. The terms in effect at the time of your order will apply to that order.

9.3 If any part of these terms is found to be unenforceable, the remaining provisions will continue to apply.

9.4 These terms are governed by English law, and any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

10. Contact Us

If you have any questions about these Terms and Conditions, please contact us at: