Pines and Needles - T&Cs

Last updated: September 2025

1) Who we are & how to contact us

Pines and Needles (“we”, “us”, “our”) supplies Christmas trees, decorations, and related goods and services in the UK.
Contact: 020 3384 9420 · team@pinesandneedles.com

2) Orders

You can order online at pinesandneedles.com, or offline by phone, email, chat, or in person. Please check your order details carefully. We may contact you to confirm information needed for safe delivery or installation.

3) Prices & payment

• Prices are in GBP and include VAT (where applicable).
• Payment is required before dispatch or installation. Until full payment is received, your order may not be prioritised and we may postpone delivery.
• We accept major debit/credit cards and other methods as shown at checkout or provided for offline orders.

4) Acceptance of your order

Completion of checkout or payment details is not acceptance. Your order is confirmed when we dispatch goods or begin providing services. Goods remain our property until full payment is received.

5) Delivery & risk

• Delivery/installation dates are estimates. We’ll do our best to meet them but aren’t liable for delays outside our control.
• Risk passes to you when items are delivered to your address or nominated safe place.
• If no one is available, we may leave items in a safe place/with a neighbour or return them to depot (extra charges may apply).

6) Cancellations & amendments

• You can amend or cancel by calling 020 3384 9420 or emailing team@pinesandneedles.com. If we haven’t prepared your order, we’ll refund you in full.
• As a general guide, changes are usually possible up to two days before delivery, though this may vary for larger or custom orders. Please contact us early to confirm.
• Real Christmas trees are perishable, so change-of-mind cancellations/returns are not available once preparation/dispatch has begun. This does not affect your legal rights if goods are faulty.

7) Returns, problems & substitutions

• Trees: If your tree is not of satisfactory quality, notify us within 3 working days of delivery with photos and order details.
• Other goods: Unused, non-perishable items may be returned in original packaging within a reasonable time. You cover return costs unless the item is faulty or incorrect.
• We may substitute items of equal or greater quality/value at no extra cost. You can refuse a substitution for a refund.

8) Liability

We supply goods of satisfactory quality and provide services with reasonable care and skill, in line with your statutory rights.

When we deliver, install, or remove items in your home, you’re responsible for ensuring that the working area is clear and free from fragile, valuable, or sentimental items. This includes items placed on side tables, floors, or other surfaces within or close to the delivery or removal path. We’re not responsible for damage to items that haven’t been moved or clearly brought to our attention before work begins.

We’re responsible for foreseeable loss caused by our breach or negligence. However, we’re not liable for:

• damage to undeclared fragile or high-value items located within the working area

• losses that are disproportionate to the value of the goods or services supplied

• business losses, including loss of profits, revenue, data, or goodwill

• delays or issues outside our reasonable control

Any refunds, credits, or goodwill payments we offer are discretionary and don’t represent an admission of liability.

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, or any matter that can’t be excluded by law. Your statutory rights are not affected.

9) Website use

Use our website lawfully. You may view and print content for personal use but must not copy, modify, or commercially exploit it without permission. We try to keep information accurate and secure but cannot guarantee this.

10) Intellectual property

All rights in our website, brand, and content belong to Pines and Needles (or our licensors). You may not use our marks or imagery without written consent.

11) Privacy

We handle your data in line with our Privacy Policy (available on our website). Secure payment systems are used, and data is only processed as permitted by law.

12) Governing law

These terms are governed by the laws of England and Wales. Disputes are subject to the exclusive jurisdiction of the English courts.