Terms & Conditions
Last updated: 18 August 2026
These Terms & Conditions apply to purchases made through www.dustfreehay.co.uk and form the agreement between you and Dust Free Hay Limited.
Please read these Terms & Conditions carefully before placing an order. When purchasing online, you are buying goods without seeing the individual product in person. Hay is a natural agricultural product and can naturally vary between batches, so it is important that you understand the information below before ordering.
1. About Us
Dust Free Hay Limited is a company registered in England and Wales.
Company name: DUST FREE HAY LIMITED
Company number: 09662439
Registered office: Eaton Croft Upwoods Road, Doveridge, Ashbourne, Derbyshire, DE6 5LL, United Kingdom
Website: www.dustfreehay.co.uk
Email: contact@dustfreehay.co.uk
References to “we”, “us” or “our” mean Dust Free Hay Limited. References to “you” or “your” mean the customer placing an order with us.
2. Products
We sell hay, straw and related products for small animals.
We take reasonable care to ensure that product descriptions, photographs, weights, sizes and other information on our website are accurate. However, hay and other natural agricultural products can naturally vary in colour, texture, length, appearance, smell and aroma between batches.
Our Hay will not always be identical from batch to batch. Our stock is sourced from different fields throughout the season.
While these natural differences are beyond our control, we do our utmost to maintain a consistent standard and describe our hay as accurately and honestly as possible.
We take great care with quality control and ensure that the hay we send is the best available at the time of dispatch. All hay is checked prior to packing, typically just a couple of days before dispatch.
We are also very aware that some animals can be particularly picky. We cannot guarantee that every animal will choose to eat a particular batch of hay. A refusal to eat hay does not necessarily mean that there is anything wrong with it. Animals can simply go off certain hay and, in many cases, may happily eat it again after a day or two.
Images and videos used throughout the site are of hay and products we have sold previously and may not represent current stocks or the exact appearance of the product you receive.
The weight and contents stated on the relevant product page apply to your purchase. Weights stated throughout the site are approximate and are a guide only due to limitations within our packing process, which is based partly on volume. Individual bales within packs may vary slightly in weight, but the average overall weight of the pack will be within a reasonable tolerance of the stated weight.
3. Placing an Order
When you place an order through our website, you are making an offer to purchase the products in your basket.
You will receive an order confirmation by email. This confirms that we have received your order but does not necessarily mean that your order has been accepted.
A contract between you and us is formed when we accept your order and confirm that the products have been dispatched, or otherwise expressly confirm acceptance.
We reserve the right to refuse or cancel an order where, for example:
- a product is unavailable;
- there is an obvious pricing or product-description error;
- we are unable to fulfil the order;
- we reasonably suspect fraudulent or unauthorised activity; or
- circumstances outside our reasonable control prevent us from fulfilling the order.
If we cancel an order after you have paid, we will refund the amount paid for the cancelled order.
By placing an order, you confirm that you have read and accepted these Terms & Conditions.
4. Prices and Payment
All prices displayed on the website are the prices payable for the products at the time you place your order.
Any applicable delivery charges will be shown before you complete your purchase.
We may change our prices from time to time, but a price change will not affect an order that we have already accepted.
Payment must be made using one of the payment methods offered at checkout.
5. Availability
We aim to keep our website and stock information accurate. However, occasionally a product may become unavailable after an order has been placed.
If this happens, we will contact you where reasonably possible and, where we cannot fulfil the order, provide a refund for the unavailable product.
6. Delivery
Our current delivery arrangements, dispatch times and tracking information are set out in our Delivery Policy.
We normally dispatch orders Monday to Friday. Where an item is in stock and the order is placed before our stated same-day dispatch cut-off, we aim to dispatch it the same working day.
Delivery is by DHL and we generally use a limited-guarantee next-working-day service. Delivery times are estimates rather than guaranteed delivery dates unless we have expressly agreed otherwise with you.
Multiple packs within the same order can sometimes become split during transit, meaning that one parcel may arrive later than another.
You will receive delivery notifications from DHL showing the progress of your order where available.
You can easily check the progress of your delivery by entering your tracking number on the DHL tracking site.
If your complete order has not arrived within three working days, please contact us so that we can investigate. The longer a delivery issue is left, the more difficult it may be to resolve.
Once your order has been handed to the courier, delays caused by the courier may be outside our direct control. However, if your order is delayed or appears to be missing, please contact us and we will assist you in resolving the issue.
7. Delivery Addresses
You are responsible for providing an accurate delivery address and suitable delivery instructions when placing your order.
Please check your order confirmation carefully.
No signature is normally required for delivery. DHL may take an image and record the delivery location using GPS or other location technology.
If you are not going to be available, please leave clear instructions for a safe, dry place where your order can be left.
Our delivery arrangements with DHL are for delivery to the address provided with the order. If you are unavailable, the parcel may be left on your doorstep or in a safe, dry place designated by you. If no instructions have been provided, the driver may use their discretion to leave the parcel in a location they consider reasonably safe.
Once you have received a DHL consignment number, you may be able to make limited amendments to your delivery directly through DHL, subject to the options available for your particular shipment.
You can access DHL’s delivery and tracking services through the DHL website.
If an order cannot be delivered because an incorrect or incomplete address was provided, additional delivery or re-delivery costs may apply where permitted by law.
8. Natural Products
Hay and straw are natural agricultural products. Variations in colour, texture, stalk length, smell and appearance can occur naturally.
Our Hay will not always be identical from batch to batch. Our stock is sourced from different fields throughout the season.
Our products are processed to remove up to 99% of airborne dust, but “dust free” should not be interpreted as an absolute guarantee that a natural product will contain no microscopic particles whatsoever.
We aim to remove just about all harmful airborne dust, as this is the harmful element. Larger, heavier fragmented pieces that occur during cleaning and packing may settle at the bottom of the bag. These fragments are unavoidable and we do not claim to remove them.
We carry out visual checks to remove unwanted objects. However, it is not always possible to spot or remove everything, and occasionally natural material such as sticks, hedging weeds or other foreign items may remain.
By purchasing our hay, you acknowledge that despite our checks, some natural material may remain and you should carry out a final check before use.
Hay is a natural product and will naturally vary over time. These variations can affect how long it will store satisfactorily, and this is largely dependent on both the storage conditions and the length of time it is stored.
To minimise potential storage issues, we recommend not purchasing more hay than you are likely to use within a reasonable period. For best results, hay should be used within approximately eight weeks of purchase and stored in suitable dry conditions.
During winter and on foggy or damp days, hay can absorb additional moisture from the atmosphere as it is processed and packed. As a result, hay may occasionally feel slightly damp when received. This can generally be remedied by opening the pack and allowing it to warm and air in suitable dry conditions for a couple of hours.
If you believe that a product has arrived damaged, contaminated, excessively wet, mouldy, significantly different from its description or otherwise not of satisfactory quality, please contact us promptly so that we can investigate.
We sell as a non pet product as it is used for farm animals too.
9. Your Statutory Rights
Nothing in these Terms & Conditions affects your legal rights as a consumer.
Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality and fit for purpose.
Where goods are faulty or do not meet the required legal standards, you may have rights to a repair, replacement, price reduction or refund depending on the circumstances and when the problem is discovered.
Nothing in these Terms & Conditions removes or restricts any rights you have under UK consumer law.
10. Cancellation and Returns
Your statutory cancellation rights and our returns procedure are explained in our Returns & Refunds Policy.
Where a statutory right to cancel applies to an online purchase, consumers generally have 14 days from the day after they receive the goods to notify the trader that they wish to cancel, followed by a further 14 days to return the goods. Certain statutory exceptions apply.
Where you exercise a statutory cancellation right and are responsible for returning the goods, the cost of returning the goods is your responsibility where permitted by law.
We recommend using a tracked service when returning goods.
Goods returned because you are not happy with the product or have changed your mind must be returned in accordance with our Returns & Refunds Policy and any applicable statutory requirements.
Goods should be returned in an appropriate and saleable condition where the law permits us to require this.
Any refund will normally be made using the original payment method once the goods have been received back, subject to the applicable legal requirements.
If goods are returned to us because they could not be delivered, we will refund the applicable amount subject to any additional costs that we are legally entitled to deduct.
Nothing in our Returns & Refunds Policy removes or restricts any rights you have under UK consumer law.
11. Problems With Your Order
If there is a problem with your order, please contact us at:
Where possible, please include:
- your name;
- order number;
- postcode;
- date of order;
- details of the problem; and
- photographs where relevant.
This allows us to locate your order and investigate the issue as quickly as possible.
If you believe that hay has arrived wet, mouldy, contaminated, damaged or otherwise significantly different from its description, please contact us promptly and, where possible, provide photographs of the product and packaging.
12. Before Contacting Us About Delivery
If your order has not arrived when expected, please check your delivery tracking information first.
Occasionally, orders containing multiple parcels can be split during transit, meaning one parcel may arrive separately from another.
Please allow the courier’s tracking information time to update. If your complete order has not arrived after a reasonable period, or the tracking indicates a problem, contact us and we will investigate.
If your order has not arrived within three working days, please contact us so that we can investigate. The sooner a delivery issue is reported, the easier it can be to resolve.
This request to check tracking information first does not affect your legal rights or prevent you from contacting us about an order.
13. Our Liability
Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful.
We do not exclude or limit liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded or limited.
Subject to the above, we are not responsible for losses that are not reasonably foreseeable or that arise from circumstances outside our reasonable control.
Where a parcel has been delivered to the safe place designated by you, you should take reasonable steps to protect it from theft, weather or other damage.
14. Events Outside Our Control
We will not be responsible for delays or failure to perform our obligations where this is caused by circumstances outside our reasonable control.
This may include severe weather, natural disasters, transport disruption, courier failures, industrial action, interruptions to utilities or telecommunications, or other events that we could not reasonably have prevented.
Where such an event affects your order, we will take reasonable steps to minimise the impact and keep you informed where appropriate.
15. Website Information
We make reasonable efforts to ensure that information on our website is accurate and up to date.
Images and videos used throughout the website are of hay and products we have sold previously and may not represent current stocks or the exact appearance of the product you receive.
We do not guarantee that the website will always be available, error-free or free from technical problems.
We may update, change or remove website content, products and features from time to time.
16. Intellectual Property
The content of this website, including text, photographs, graphics, logos and other material, belongs to Dust Free Hay Limited or its relevant licensors unless stated otherwise.
You may not reproduce, copy, modify or commercially exploit our website content without our written permission.
17. Privacy
We process personal information in accordance with our Privacy Policy.
Our Privacy Policy explains what information we collect, why we use it, how we use it, who we may share it with and your rights.
18. Governing Law
These Terms & Conditions are governed by the laws of England and Wales.
If you are a consumer, you will also retain any mandatory legal rights available to you under the laws applicable to you.
19. Changes to These Terms
We may update these Terms & Conditions from time to time to reflect changes to our business, website or legal requirements.
The version that applies to your order will be the version available when you place your order.