At Balsam Hils, your satisfaction is our priority. We want you to love your artificial Christmas trees and holiday décor. If you’re not completely satisfied, we’re here to help with our 30-day return policy.
30-Day Return Window
You may return eligible items within 30 days from the date of delivery for a full refund.
Important: The 30-day period begins on the delivery date, not the order date. Please retain your delivery confirmation for reference.
Eligibility Requirements
To be eligible for a return, items must meet the following conditions:
- Unused and in new condition – Items must not have been assembled, used, or displayed
- Original packaging – Items must be in their original packaging with all tags, labels, and accessories included
- Proof of purchase – You must provide your order number or receipt
- Within 30 days – Return request must be initiated within 30 days of delivery
Non-Returnable Items
At this time, all items in our catalog are eligible for return if they meet the eligibility requirements above.
We reserve the right to refuse returns that do not meet our eligibility criteria.
Return Shipping Costs
Damaged or Defective Products
If your item arrives damaged, defective, or is incorrect, we will:
- Provide a prepaid return shipping label at no cost to you
- Cover all return shipping expenses
Change of Mind Returns
If you’re returning an item due to change of mind, buyer’s remorse, or personal preference, you are responsible for:
- Return shipping costs
- Ensuring the item is properly packaged to prevent damage during return transit
How to Initiate a Return
IMPORTANT: You must contact us BEFORE shipping any items back. Returns sent without prior authorization may not be processed.
Step 1: Contact Us
Email us at contact@balsamhils.com with the following information:
- Your order number
- Item(s) you wish to return
- Reason for return (damaged, defective, change of mind, etc.)
- Photos (if item is damaged or defective)
You can also call us at +1 (313) 200-9910 during business hours (Mon-Fri, 9:00 AM – 6:00 PM PST).
Step 2: Receive Return Authorization
Our customer service team will review your request and provide:
- Return authorization
- Return shipping instructions
- Prepaid shipping label (if applicable for damaged/defective items)
Step 3: Ship Your Return
- Pack the item securely in its original packaging
- Include all accessories, manuals, and documentation
- Attach the return label to the package
- Ship via the carrier specified in your return authorization
- Keep your tracking number for reference
Step 4: Receive Your Refund
Once we receive and inspect your return, we will process your refund within 10 business days.
Refund Process
Inspection
All returned items are inspected upon arrival to ensure they meet our return eligibility requirements.
Refund Method
Refunds will be issued to your original payment method (credit card, debit card, or original payment source).
Refund Timeframe
- Processing Time: Refunds are processed within 10 business days after we receive and inspect your return
- Bank Processing: Please allow an additional 5-10 business days for the refund to appear in your account, depending on your financial institution
Refund Amount
- Full refund for items returned in eligible condition
- No restocking fees applied
- Original shipping costs are non-refundable (unless item was damaged or defective)
- Return shipping costs are deducted from refund (for change of mind returns)
Damaged or Defective Items
If your item arrives damaged, defective, or incorrect, please contact us immediately at contact@balsamhils.com.
What We Need From You:
- Order number
- Photos of the damaged or defective item
- Photos of the packaging (if damaged in transit)
- Description of the issue
What We’ll Do:
- Provide a prepaid return shipping label
- Process your refund once we receive the item
- Work with our shipping carriers to file claims for damaged shipments
Important: Please inspect your package upon delivery. If the box is visibly damaged, note it with the carrier and take photos before opening.
Lost or Missing Packages
If your package shows as delivered but you have not received it:
- Check with neighbors – Sometimes carriers leave packages with neighbors
- Check delivery location – Review the carrier’s delivery notes and photos
- Wait 24 hours – Occasionally packages are marked delivered before actual delivery
- Contact us – Email contact@balsamhils.com with your tracking number
We will work with the shipping carrier to locate your package or file a claim. Once the claim is resolved, we will issue a replacement or refund.
Exchanges
At this time, we do not offer direct exchanges. If you need a different size, style, or item:
- Return your original item following our return process
- Place a new order for the item you want
This ensures you receive your preferred item as quickly as possible.
Refused or Undeliverable Packages
If you refuse delivery or the package is returned to us as undeliverable:
- Original shipping costs are non-refundable
- You are responsible for return shipping fees
- Refund will be issued minus shipping costs once we receive the item
Cancellations
Before Shipment
If you wish to cancel your order before it ships, contact us immediately at contact@balsamhils.com or +1 (313) 200-9910. If we can stop the shipment, we will cancel your order and issue a full refund.
After Shipment
Once your order has shipped, you cannot cancel it. You must follow our standard return process once you receive the item.
Contact Us
If you have questions about returns, refunds, or need assistance:
Email: contact@balsamhils.com
Phone: +1 (313) 200-9910
Address: 7658 Orange Blossom Dr, Cupertino, CA 95014
Business Hours: Monday – Friday, 9:00 AM – 6:00 PM PST
