Terms and conditions

  • THIS IS NOT SAME AS THE LAST BATCH!    Hay is a natural product and batches will  vary all the time, images shown are of hay that we have sold previously but present stock may not be exactly the same, we try and categorise as honestly and best  we can but do not guarantee, very occasionally there’s sometimes not too much difference between the soft and the stalky,it just depends on the current stocks.
  • The hay is’nt being eaten, this is not an indication there is something wrong with the hay, rabbits are known to be as fussy eaters, could just be off it or not used to a different hay.
  • Our dust removal process removes nearly all the harmful air borne dust but will not be as effective with heavier fragmented pieces that can occur during compressing during packaging.
  • In Winter time when we have fog giving lots of moisture in the air the hay can feel damp, this is no detriment to the hay and can easily be reminded by keeping in a warm atmosphere for a few hours.
  • Storage is very important it should be stored in a cool airy place to keep it in good condition. It will have been packed only a couple of days before we send it out and will have been checked. Your storage may not be as good as ours so its not a good idea to buy lots at a time, we suggest you store for only 6-8 weeks to be safe.
  • Please check the hay as you use it as on very rare occasions  despite our best efforts we sometimes miss objects that we would have preferred not to have been there like sticks etc, it is after all a natural product grown in a field, it therefore makes sense for you to do the final check.
  • We sell on the understanding this is a non pet product but an animal feed.
  • We sell the hay by volume each Small Bale will easily fill an 80 litre house hold dustbin and weigh approx 2kg, the Large Bales are equivalent to between three and four of the small bales and weigh approx. 7kg. When sold in multiples some of the bales may vary but the overall volume/weight will be correct within the purchased pack.
  • Due to Covid the couriers will leave and take a photo as proof of delivery at the address specified in the one hour slot they notified you about, however you can ask via the DPD Local website for it to be left with a neighbour or change the delivery date for example, to do this quote the consignment number DPD send you along with your postcode, leaving an instruction on the DFH checkout page is no longer reliable as drivers are not always aware. Remember our  packs are not waterproof so if you intend to ask for this a safe dry place should be specified, this is done entirely at your own risk, we will accept no responsibility for items lost, stolen, misplaced damaged or getting wet. DPD will attempt to deliver on two occasions and will leave a card, if delivery is unsuccessful the item(s) are returned to us and we will refund minus our costs incurred for the return.
  • Please check carefully the delivery on receipt, if you are not happy for any reason please refuse delivery, once you have signed for it or you have left instructions for it to be left we have no claim for damage against the courier and so we are unable to help in this situation.The box’s/packs we send can get knocked about during transit but thats what there for and  are designed only to protect whats inside but on very rare occasions we have known packs to have been contaminated by a liquid for example during transit which will be visible, it is in this situation delivery should be refused.
  • We send on a next day service and although 99% get there the next working day we do not guarantee this so please remember this before you ring to complain, please order well in advance to avoid running short and turning an inconvenience into a problem.
  • Occasionally we make mistakes,please notify us straight away, but due to the high cost of carriage we reserve the right to rectify any problems on your next order.
  • If for any reason you decide you do not want the goods once you receive them, you can contact us to cancel your order for any reason within 14 working days of receipt of goods. You will need to contact us for a returns number. We will refund the cost of the goods via the payment method you used to pay for your order.
  • We recommend you send back to us by tracked service as we will not refund until we have the goods back.
  • Goods should be in a saleable condition.
  • Arrangement and cost of return is down to you.
  • If we have not received the goods back within 14 days of notification of return we will assume you are keeping the goods and the matter is resolved.
  • We want you to be happy with our products and service and return to buy again, we have lots of happy repeat customers. However if you are unable to agree with any of these terms and conditions its probably best you buy else where.