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Balsam Hill™ Product Warranties
Balsam Hill™ Premium Guarantee
 

At Balsam Hill™ we take great pride in the craftsmanship of each of our products. While we strive to provide the best quality products available, occasionally a product will arrive with a lighting or foliage issue. Upon receipt, please inspect your purchase and notify us of any damage by contacting Customer Service 888-552-2572 or at customerservice@balsamhill.com. Our team is happy to evaluate the issue and provide assistance in resolving it as quickly as possible.

If we are made aware of the specific issue within 10 days of purchase, we will make arrangements for our Parts Replacement Team to ship a replacement of any damaged or malfunctioning part within 5 business days* of identification of the issue. The replacement part(s) will be shipped using the same method as your original order. You can upgrade your shipping method for an additional fee. In the event we are not able to supply a replacement part, we will make arrangements for an exchange, a full refund or a mutually agreeable alternate resolution.

If you discover an issue with your purchase within the first 30 days of purchase under normal usage conditions, please contact us. For lighting issues we have most styles of light strands available for immediate shipment and sections can be restrung using our easy to follow video. For foliage issues and other lighting issues, we will send a replacement of any damaged or malfunctioning part within 10 business days* of identification of the issue as long as the part is available in our inventory. The replacement part will be shipped using the same method as your original order. You can upgrade your shipping method for an additional fee. In the event we are not able to supply a replacement part, we will find an alternate resolution and have the part manufactured in the offseason.

If your product is no longer available for sale on our website, the parts will likely have to be manufactured.

*Please add 3-5 business days for all requests made December 24th – January 31st.

Balsam Hill™ General Information on Product Warranties
 

We are pleased to offer an extended warranty on our artificial Christmas trees, wreaths and garlands in our Signature and Classic collections. If you have any questions or problems with your tree or foliage, please first refer to our Assembly, Use, and Care Instructions, which is included with your product and can be accessed online. This convenient guide answers many common questions regarding tree set up, and lighting. Often lighting and foliage problems can be resolved by following the simple troubleshooting steps found in this guide. If you have a problem or question you cannot resolve by following the troubleshooting section of your guide, please contact our Customer Service Team to troubleshoot with you and to find the best solution to your issue.

Warranty Review and Pre-Authorization

Balsam Hill™ requests that you be prepared to troubleshoot the problem with our Customer Service Team as well as submit pictures and/or video to the Parts Replacement Team to illustrate the issue requiring warranty review. Photos should be well-focused and clearly illustrate the issue/defect. Balsam Hill reserves the right to repair or replace any part(s) serviced under warranty.

All repair service must be pre-authorized by our Customer Service Team. Balsam Hill™ cannot repair or replace products without pre-authorization.

Product Replacement

Our goal is to service your product under warranty as soon as possible, however our items are handmade and the time needed to repair or manufacture a replacement may vary during the year. In most cases, if your product is no longer available for sale on our website, the parts will have to be manufactured. In the unlikely event we need to replace your entire product, it will be replaced with a product of your choice of equal or lesser value paid.

Exclusions from Warranty

Our foliage and light warranties exclude burned out bulbs and normal wear and tear. Our warranties are non-transferable and applies to the original purchaser of the product. Our warranties become void if the item is damaged due to misuse or neglect, is intentionally altered or is used outside of the United States, Canada or Puerto Rico. We do not have warranties on accessory products including ornaments, tree skirts, rolling tree stands, and other décor. Please check the product page for product specific warranty details.

If you choose to return your tree rather than participate in our Premium Guarantee and Warranty, it will be treated as a standard return. Please review our Return Policy for additional details.

Balsam Hill™ Tree & Foliage Warranties
 

The Balsam Hill™ Tree & Foliage Warranties guarantee the quality of our frame, foliage, hinges and tree stand. Any repair or replacement of defects in those parts are fully covered by the warranty within the specified time frame. Repair or replacement of lights are covered by the Balsam Hill Lights Warranty.

The Balsam Hill Ten-Year Tree & Foliage Limited Warranty applies to the following non-clearance products:

  • Trees and foliage 12' and under in our Aspen Christmas, Vermont Signature, Napa Christmas, and Smoky Mountain Christmas Signature Collections

The Balsam Hill Five-Year Tree & Foliage Limited Warranty applies to the following non-clearance products:

  • Trees and foliage in our Classics Collection
  • Trees over 12' in all collections
  • All decorated wreaths, garlands, swags, and other foliage items in all collections*

If you believe your product is in need of warranty service, please contact our Customer Service Team at customerservice@balsamhill.com or by calling us at 888-55-BALSAM to authorize a repair under warranty.

Exclusions to Foliage Warranty

*The warranty for decorated items is for foliage only; added items such as berries, fruit, twigs, flowers, and pinecones are excluded from warranty. These items require special attention during storage to minimize wear and tear. If added items loosen or become unattached to your product, they can be easily nestled into the foliage or reapplied with a strong adhesive for more permanent placement.

Balsam Hill™ Light Warranty
 

The Balsam Hill™ Three-Year Limited Light Warranty applies to all non-clearance trees and foliage.

Most lighting questions and problems can be resolved by referring to our helpful Assembly, Use, and Care Instructions which is included with your tree and can be accessed online. This guide answers common lighting questions and offers troubleshooting suggestions. If you have a problem with your lights that you cannot resolve by following the troubleshooting section of your guide, please contact our Customer Service Team.

Replacement Bulbs and Lights

Our light warranties exclude burnt out bulbs. For your convenience, we have included a pack of complimentary replacement bulbs with your product. You may purchase additional replacement bulbs online or contact customer service for further assistance.

Most styles of light strands are available for immediate shipment and include an easy to follow video to help you restring your lights. For lighting issues that require additional or unique parts, we will work to provide the parts based on availability; in some cases these parts need to be manufactured and will not be available during the holiday season. If your tree is no longer available for sale on our website, the parts will have to be manufactured.

If you purchased before August 25, 2011, the details of your warranty may be slightly different, please contact customer service for assistance.

Balsam Hill™ Sixty-Day Warranty On Clearance Items
 

Balsam Hill™ offers a 60-day warranty on all clearance trees, wreaths and garlands from our Signature and Classics collections.

If you have a problem or question you cannot resolve by following the troubleshooting section of your Assembly, Use, and Care Instructions, please contact our Customer Service Team within 60 days of receipt. We will be happy to troubleshoot with you and find the best solution to your issue.


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* Shipping outside the continental US will incur additional shipping fees.