Refund & Sales Policy
At Black Forest Trees, we take pride in delivering healthy, quality plant material and providing reliable service. Please read the following policy carefully before placing your order.
All Sales Are Final
All sales on living plant material — including trees, shrubs, and plants — are final. Due to the perishable and living nature of our products, we do not offer refunds or exchanges after delivery has been accepted by the client or a representative on site.
Deposit Policy
- A 50% deposit is required on all orders to confirm your booking and secure your delivery date. Deposits are collected via e-transfer to [email protected].
- Deposits are non-refundable under any circumstances, including cancellations at any time. If you cancel more than 48 hours before your scheduled delivery, your deposit may be applied as a credit toward a rescheduled order at our sole discretion.
- Deposits are non-transferable to another party
- Orders will not be confirmed or scheduled until the deposit has been received
- Custom or special-order trees and plants are entirely non-refundable and cannot be exchanged under any circumstances
Remaining Balance
The remaining 50% balance is due upon delivery. Payment is accepted by cash or e-transfer only. Delivery will not proceed until the remaining balance is confirmed. Black Forest Trees reserves the right to withhold delivery if payment is not received. Late or outstanding payments may be subject to additional fees.
Site Access
It is the client's responsibility to ensure safe and clear access to the delivery and installation location prior to our arrival. Black Forest Trees is not liable for damage caused by obstructions, unsafe conditions, or inadequate access on the delivery site. Any additional time or effort required due to poor site access may result in additional charges at our discretion.
Plant Health at Delivery
All trees and plants are carefully inspected before leaving our possession and are delivered in good, healthy condition. Upon delivery:
- The client is responsible for inspecting all plant material at the time of delivery
- Any concerns regarding plant condition must be raised before our departure
- Black Forest Trees will not be responsible for plant condition concerns raised after we have left the property
- Delivery accepted by the client or a representative on site constitutes full acceptance of the plant material and its condition
Plant Survival
Black Forest Trees does not guarantee plant survival after delivery. Plant health following delivery depends on factors outside our control, including but not limited to:
- Soil quality and drainage
- Watering practices and frequency
- Sunlight and shade exposure
- Pest, disease, or animal interference
- Weather, frost, or seasonal conditions
- Planting location chosen by the client
- Improper care or maintenance after delivery
Once delivered and accepted, the client assumes sole responsibility for the ongoing care and maintenance of all plant material. No refund or replacement will be issued due to plant decline or death after delivery has been accepted.
Damaged or Incorrect Items
In the unlikely event that you receive a plant that is visibly damaged or does not match what was invoiced, please raise the issue immediately at the time of delivery. We will do our best to resolve it on the spot or arrange a suitable remedy at our discretion. While we encourage all concerns to be raised at the time of delivery, claims for visibly damaged or incorrect items may be submitted in writing to [email protected] within 14 days of delivery. Claims submitted after this period will not be considered.
Dispute Resolution
Any disputes, concerns, or warranty requests must be submitted in writing to [email protected] within 14 days of delivery. Black Forest Trees reserves the right to resolve all issues at its sole discretion. Claims submitted after this period will not be considered.
Order Changes
Changes to your order must be requested in writing at least 48 hours before your scheduled delivery date. We will do our best to accommodate changes subject to availability. Order changes requested less than 48 hours before delivery may not be possible and the original order will stand.
No Warranty
Black Forest Trees does not offer a warranty on any plants, trees, or services provided. A 14-day limited consideration period applies only to visibly damaged products reported in writing within this timeframe. This does not cover damage caused by animals, pests, acts of nature, improper care, improper watering, or any condition arising after delivery and acceptance by the client.
Contact Us
If you have a question about your order or this policy, please reach out before your delivery date and we will do our best to help: [email protected]