Refund & Returns Policy

At aLiveTree, we provide living potted Christmas tree rentals delivered directly to homes and businesses across Greater Victoria and Vancouver Island. Because our trees are living biological plants rented for the holiday season, our refund, cancellation, and exchange policies are designed to be simple, fair, and transparent.

1. Order Cancellation & Full Refund Window

We understand that holiday plans can change. You are eligible for a 100% full refund if you cancel your tree rental reservation up to 7 days prior to your scheduled delivery date.

• Cancellations 7+ days before delivery: 100% refund processed back to your original method of payment.
• Cancellations within 7 days of delivery: Because trees are specially tagged, potted, acclimated, and scheduled onto delivery routes, cancellations within 7 days of your scheduled date may be subject to a $25 logistics fee, with the remainder refunded or credited toward a future season.

2. Tree Health & Satisfaction Guarantee

Every tree is carefully inspected and watered before leaving our nursery. When your tree arrives, please inspect it:

• If your tree has suffered transit damage or shows signs of distress upon arrival, notify us within 48 hours of delivery.
• Send a quick photo to rent@alivetree.ca or text our team at 1-778-977-3546.
• We will gladly deliver a free replacement tree or work with you to make it right immediately.

3. Seasonal Living Tree Rental Terms

Once delivered, inspected, and accepted into your home:

• Living potted trees require ongoing care (regular watering with ice cubes or cool water, keeping away from direct heating vents/fireplaces) as outlined in our Tree Care Instructions.
• Because living trees are reserved exclusively for your family for the duration of the holiday season, rental fees are non-refundable once the tree has been delivered and accepted.
• If you need the tree removed early for any reason (e.g., travel or moving), contact us and we will arrange an early pickup at no extra charge (seasonal rental fee remains non-refundable).

4. Post-Holiday Return & January Pickup

Returning your tree in January is completely free and included with every rental!

• Free January pickup dates and route windows are published on our Delivery Dates & Zones page and emailed to you in late December.
• You do not need to be home for pickup—simply place your tree outside in a visible, sheltered spot (porch, driveway, or entryway) along with the saucer by 8:00 AM on your assigned collection day.
• Our team will pick it up and return it to our nursery where it continues growing for future seasons!

5. Questions & Support

If you have any questions about an existing reservation or need assistance with your living tree, please reach out:

aLiveTree Living Christmas Tree Rentals
Location: View Royal / Greater Victoria, BC, Canada
Email: rent@alivetree.ca
Text / Phone: 1-778-977-3546