Dispute Reporting

At www.christmastree.my, we take pride in delivering premium quality Christmas trees and décor to our customers across West Malaysia. Every item is carefully inspected before dispatch, and we do our best to ensure that your order reaches you in perfect condition.

To serve you fairly while also protecting our team and business, we have a clear policy on disputes and claims:

1. Timeframe to Raise a Dispute

  • All disputes or claims must be raised within 24 hours of delivery.

  • This includes issues such as missing items, damages during transit, or incorrect products received.

  • After 24 hours, we cannot accept claims as products may have been used, altered, or stored in conditions beyond our control.

2. How to Submit a Claim

  • Contact us via email at [insert email] or WhatsApp at [insert number] within the 24-hour window.

  • Provide your order number, a clear description of the issue, and supporting photos or videos.

  • Our customer care team will review and respond within 1–2 working days.

3. What Is Covered

  • Items received in damaged condition upon delivery.

  • Wrong product or size delivered.

  • Missing components from your order.

4. What Is Not Covered

  • Claims raised more than 24 hours after delivery.

  • Damages caused by mishandling, improper storage, or attempted alterations after delivery.

  • Minor variations in colour, texture, or material that are natural to manufacturing and do not affect usage.

  • Shedding of artificial branches or tips during unboxing and setup (this is normal and does not affect product quality).

5. Resolution

  • Depending on the case, resolutions may include replacement, repair, or partial refund at our discretion.

  • All decisions made by ChristmasTree.my after investigation are final and binding.

6. Good Faith & Fairness

We aim to resolve all genuine disputes quickly and fairly. However, we reserve the right to reject any claim that does not meet the above conditions or appears to be fraudulent or unreasonable.

By placing an order with ChristmasTree.my, you acknowledge and agree to this Disputes & Claims Policy.