Returns and refunds
You have 14 days to send an item back. Natural trees cannot be returned — but they are covered by our quality guarantee. Here is how both work.
- 14 daysTo request a return
- 14 daysTo be refunded
- At your costReturn postage
- By photoFor a tree that isn't right
What can be returned, and what cannot
The distinction comes down to the nature of the product: an object can go back, a living tree cannot.
Non-perishable items
You have 14 days from receipt to request a return.
- Baubles and hanging decorations
- String lights
- Artificial and wooden Christmas trees
- Decoration sets and accessories
- Candles, Christmas objects, nativity scenes
Natural items
A cut tree is a living product: it cannot be taken back or resold.
- Nordmann and spruce trees
- Root-ball and potted trees
- Flocked trees
- Wreaths made of fresh foliage
But you are not without recourse — see the quality guarantee below.
Returning an item in six steps
Everything happens through your customer account. Don't send anything back before you have our agreement: without it, we cannot match the parcel to your order.
- Log in to your accountUsing the email address you used when ordering.
- Open your order historyOrder history and details ›
- Select the order concernedThen the item in question, with a brief description of the problem.
- Wait for our agreementWe validate the request and confirm the next steps by email.
- Send the item back well packedTo your nearest post office. Return postage is at your own cost.
- You are refundedWithin 14 days of the parcel arriving, to your original payment method.
Chaussée de Tubize 483A, bte 2
1420 Braine-l'Alleud, Belgium
+32 (0)2 385 10 02
The quality guarantee, our equivalent of a return
A tree cannot be posted back. So we have a separate, faster procedure.
Photograph the tree
From the front, in full, in a well-lit spot. Add a close-up of the fault if it's one specific point that's wrong.
Send it to us
By email to info@sapins.be with your order number, as soon as possible after delivery.
We replace it
If the tree doesn't match what you expected, we arrange a replacement, depending on the delivery date.
Were you looking for the delivery terms instead?
Dates, zones, rates and tracking your order: it's all on the dedicated pages.
About returns and refunds
Can I return a natural tree if I change my mind?
No. A cut tree is a living product, which cannot be taken back or resold.
If the tree delivered doesn't match what you expected, however, our quality guarantee takes over: send us a photo and we replace it.
Who pays the return postage?
Return postage is at your own cost. We recommend a tracked service: without proof of posting, a lost parcel cannot be refunded.
How long until I'm refunded?
Within 14 days of the parcel arriving at our warehouse, to the payment method used when ordering.
What if I paid with eco-cheques?
Refunds go back to the original payment method. Contact us at info@sapins.be before sending the item back: the terms depend on your eco-cheque provider.
My item arrived broken, is that a return?
No, that's a different and faster case. Photograph the item and the packaging, then write to us within a few days of delivery. We handle the replacement without you having to pay anything upfront.
Unsure before sending something back?
An email or a call often settles things faster than a postal return.
Write to us