Returns & Refunds Policy
Last updated: 18 August 2026
We want you to be happy with your order. If something isn’t right, please contact us and we will do our best to resolve the issue.
This policy does not affect your statutory rights under UK consumer law.
1. If Your Product Is Faulty or Damaged
If your order arrives:
- damaged;
- wet;
- mouldy;
- contaminated;
- substantially different from the product description;
- of unsatisfactory quality; or
- otherwise faulty,
please contact us as soon as reasonably possible.
Please email:
Please include your:
- name;
- order number;
- postcode;
- description of the problem; and
- photographs of the product and packaging where possible.
We may ask for photographs or other information to help us investigate the issue.
Your statutory rights are not affected by any investigation or by this policy.
2. If You Change Your Mind
When you buy goods online, you may generally have a statutory 14-day cancellation period, beginning the day after you receive the goods.
If you wish to cancel an order under these regulations, you must tell us clearly that you wish to cancel within the applicable cancellation period.
You can email:
Please include your order number and the products you wish to cancel.
You normally then have a further 14 days to return the goods.
3. Condition of Returned Goods
Where you are exercising a statutory cancellation right, you are responsible for taking reasonable care of the goods while they are in your possession.
Where the law allows us to do so, we may make a deduction from your refund if the value of the goods has been reduced because you handled them more than was reasonably necessary to establish their nature, characteristics and functioning.
Because hay is a natural agricultural product, we ask that any product being returned is kept dry, clean and securely packaged.
For hygiene, quality and practical reasons, we cannot accept products that have been contaminated, damaged through improper storage or otherwise rendered unsuitable for resale, except where the issue is due to a fault or problem for which we are legally responsible.
4. Returning an Order
If you cancel an order after it has been dispatched, we will provide instructions for returning it.
Unless the goods are faulty, damaged, incorrectly supplied or otherwise do not comply with your statutory rights, you may be responsible for the direct cost of returning the goods where this has been explained to you before purchase.
Because some of our products are bulky, return postage can be significant. We recommend contacting us before arranging a return so that we can explain the available options, as we do not offer return postage.
5. Refunds
Where you are entitled to a refund following cancellation, we will refund you using the original payment method unless we agree otherwise.
For a statutory cancellation, refunds will normally be made without undue delay and within the applicable legal timescales.
Where goods have been returned, this will generally be within 14 days of receiving the goods back or receiving satisfactory evidence that they have been returned, whichever occurs first.
Where required by law, we will also refund the cost of standard delivery originally paid. We are not required to refund additional costs where you selected a more expensive delivery option than our standard delivery service.
6. Exchanges
We do not routinely offer exchanges for change-of-mind purchases.
Where appropriate, we may instead process a return and refund so that you can place a new order.
This does not affect your statutory rights where goods are faulty or do not comply with the Consumer Rights Act 2015.
7. Products That Cannot Be Returned
Certain goods are excluded from the statutory cancellation right under the Consumer Contracts Regulations, including goods that are liable to deteriorate or expire rapidly. Other statutory exceptions can also apply depending on the product and circumstances.
Where an exception applies to a particular product, this will be explained to you before purchase where required.
We will not use this provision to remove any legal rights that apply to your purchase.
8. If Your Parcel Is Delayed or Missing
Before contacting us about a delayed delivery, please check your courier tracking information.
Orders containing multiple parcels can occasionally be separated during transit and arrive on different days.
If your complete order has not arrived after a reasonable period, or tracking indicates that there is a delivery problem, please contact:
We will investigate the issue with the courier.
9. Refunds Caused by Delivery Problems
If a delivery problem results in your order being lost or otherwise not delivered and we are unable to resolve it, your legal rights remain unaffected.
Where we are responsible for providing a refund under applicable consumer law, we will process it accordingly.