Refund policy

Overview

Due to the seasonal and fragile nature of our artificial Christmas trees, our return conditions are designed to ensure quality and fairness for all customers.
Returns are accepted within 48 hours of delivery, strictly under the conditions listed below.

A return is only accepted if the item is unused, unassembled, undamaged, and in its original packaging, with all protective materials intact.

No returns will be accepted after 48 hours.

Product inspection upon delivery (without assembly)

To verify the condition of your tree without assembling it, please follow the steps below. This inspection does not constitute usage or assembly and does not affect your eligibility for a return:

  1. Carefully open the box and remove the top protective layer.

  2. Visually inspect the main trunk, wrapped branches, lights, stand, and visible components.

  3. You may plug the main power cable into a socket to confirm the micro-LED lights turn on.

  4. Do not unfold or expand the branches, do not attach sections together, and do not remove protective ties.

  5. If you notice any damage or defect, take clear photos/videos immediately and contact support within 24 hours.

Return options & outcome

1. Item unused / in original condition

If the product meets all conditions:

  • A refund will be issued (excluding original shipping fees, if applicable).

  • Free collection by our courier.

  • Refund processed within 5 business days after inspection, to the original payment method.

2. Item used, assembled, or damaged

In the following cases:

  • The item has been assembled

  • The item has been unfolded or branches spread

  • Components are damaged, scratched, bent, or altered

  • Packaging is missing, torn, or unsuitable

No refund will be issued.
The item will be returned to the customer.

Return shipment can be arranged at the customer’s expense (AED 60 flat fee, confirmed before shipment).

Complimentary items & gifts

Any item offered free of charge by BALMANN (gift, promotional offer, or bundle bonus) is provided “as is”. Complimentary items are not eligible for return, exchange, refund or replacement, including in case of defect, malfunction or damage in transit. This does not affect the return conditions of the purchased items in the same order.

Damage in transit

  • Any visible damage must be reported within 24 hours of delivery with photos/videos.

  • If validated, we will arrange collection and offer a replacement or full refund.

  • Reports submitted after 24 hours will be considered as customer-damaged.

Send photos via WhatsApp (+971 52 741 0401) or email at support@balmanntree.com.

3-Year Warranty

All BALMANN trees are covered by a 3-year warranty from the date of delivery, against manufacturing defects affecting:
• the LED lights: failure of an entire light section, or of a significant part of a section,
• the metal structure (trunk, hinges and stand),
• the PE branches and needles (abnormal needle loss or deformation),
• the power cable and transformer.

Our micro-LEDs are designed so that if a single LED stops working, the others remain lit. The failure of individual LEDs is therefore considered normal and is not covered by the warranty.

If a covered defect is confirmed, BALMANN will repair or replace the defective part only (for example a tree section, the transformer or a hinge). The full tree will only be replaced if the defect cannot be repaired, at BALMANN’s sole discretion. Collection and return delivery within the UAE are free of charge.

The warranty does not cover:
• normal wear and tear,
• damage caused by misuse, accidents, falls, pets, or improper assembly, storage or handling,
• outdoor use or exposure to water, humidity or direct heat,
• modifications, repairs or the use of non-BALMANN power supplies,
• complimentary items and gifts.

To make a warranty claim, contact us by email or WhatsApp with your order number and photos or videos of the issue. Proof of purchase is required. The warranty is non-transferable and applies to the original purchaser only.

How to initiate a return

To start a return, please contact:

Email: support@balmanntree.com
WhatsApp: +971 52 741 0401

Provide:

  • Order number

  • Photos/videos of the item (and packaging if relevant)

Our team will confirm eligibility and provide return authorisation and instructions.

Agreement at checkout

By completing your purchase, you acknowledge and accept this return policy.
This policy applies to all purchases made on balmanntree.com.