Return & Refunds Policy

Change of Mind Returns (Unopened Feed Only)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods.

We will accept returns of horse feed products within 14 days of delivery provided that:

  • The bag is completely unopened

  • The product is unused

  • The original packaging is intact and undamaged

  • The batch code and Best Before End (BBE) date are clearly visible

  • The product has been stored appropriately in cool, dry, vermin-free conditions

  • The item is returned in resaleable condition

All returned goods will be inspected before a refund is issued.

We reserve the right to refuse a refund if:

  • The packaging is damaged

  • The seal has been broken

  • The product shows signs of tampering

  • The product has been stored inappropriately

  • The product is returned in a condition that makes it unsuitable for resale

Due to feed safety and biosecurity requirements, opened bags cannot be returned.

Restocking Fee

Approved change-of-mind returns are subject to a 15% restocking fee, which will be deducted from your refund.

Return Shipping

The customer is responsible for return postage costs for change-of-mind returns. We recommend using a tracked service, as we cannot be responsible for items lost in transit.

Original delivery charges are non-refundable.

Faulty or Defective Products

If you believe your product is faulty (for example mould contamination or a foreign object), you must contact us within 14 days of delivery.

To process a faulty product claim, you must provide:

  • Clear photographs of the issue

  • Photographs of the product in its original packaging

  • The batch code and Best Before End (BBE) date

  • Your order number

Products that have been decanted into alternative containers without the original packaging cannot be accepted for inspection or refund. This is because we are unable to verify storage conditions or product traceability once removed from original packaging.

Products that show evidence of:

  • Rodent infestation

  • Pest contamination

  • Water damage

  • Inappropriate storage

will not be eligible for refund, as storage after delivery is the responsibility of the customer.

If a genuine manufacturing defect is confirmed, we will:

  • Offer a replacement or refund

  • Inform the manufacturer using the batch details

  • Provide instructions for safe disposal of the product

Do not feed the product to your horse if you suspect contamination or the product to be faulty/foreign objects present. 

Storage Responsibility

Once delivered, it is the customer’s responsibility to store feed products:

  • In a cool, dry place

  • In sealed, vermin-proof containers

  • Away from moisture and direct sunlight

Improper storage may cause spoilage, contamination or infestation, and will invalidate eligibility for return.

Additional Policy: Liquid Supplements & Transit Damage

Liquid supplements are securely packaged before dispatch. However, due to the nature of courier handling, damage may occasionally occur in transit.

If your parcel arrives damaged or leaking, you must:

  • Notify us within 48 hours of delivery

  • Provide clear photographs of:

    • The product inside the original outer postal packaging

    • Any visible leakage

    • The damaged bottle or seal

    • The condition of the parcel upon arrival

Photographs must show the product as received inside the courier packaging.

We cannot accept photographs of the product alone, as this does not allow us to verify that damage occurred during transit.

Failure to provide photographic evidence of the item within its original delivery packaging may result in the claim being declined.

 Important Notes on Leakage Claims

We will not accept liability for leakage where:

  • The product has been removed from the original packaging before photographs are taken

  • The product shows signs of tampering

  • The cap or seal has been removed

  • Damage appears consistent with storage issues after delivery

If transit damage is confirmed, we will offer a replacement or refund.

 

Delivery Inspection & Missing Items Policy

Customer Responsibility Upon Delivery

Customers are responsible for inspecting their parcel and its contents immediately upon delivery.

This includes:

  • Checking the outer packaging for damage

  • Checking that all items listed on the order confirmation are present

  • Inspecting products for visible damage or leakage

If the parcel shows visible external damage, this should be noted with the courier where possible at the time of delivery.

Reporting Damage, Leakage or Missing Items

Any of the following must be reported within 48 hours of confirmed delivery:

  • Missing items

  • Damaged goods

  • Leaking liquid supplements

  • Incorrect items

Reports must be made via email and include:

  • Your order number

  • Clear photographs of:

    • The outer packaging

    • The internal packaging

    • All items received

    • Any damage present

For missing item claims, we require photographs of:

  • The parcel as received

  • The internal packing materials

  • The contents received

This allows us to investigate with the courier and review dispatch records.

Failure to report missing or damaged items within 48 hours of delivery may result in the claim being declined, as we are unable to raise investigations with our couriers outside of this timeframe.

Shipping & Order Fulfilment Policy

UK Only Shipping

Due to us being a small business we regrettably only offer UK mainland shipping at this moment in time.

Order Processing Times

We are a small, independent business and every order is processed with care.

Orders are typically processed within 5 working days of receipt (excluding weekends and bank holidays).

Please note:

  • During busy periods, seasonal demand, illness or holidays, processing times may be extended.

  • As a small business, we do not always have cover in place during periods of absence.

  • If we anticipate a significant delay and are able to do so, we will notify you using the contact details provided at checkout.

In all cases, orders will be fulfilled within 30 days of purchase unless otherwise agreed with the customer.

Shipping Costs

Shipping charges are calculated at checkout and are based on:

  • Delivery location

  • Total order weight

  • Parcel dimensions

  • Total order value

Shipping costs are clearly displayed before payment is completed.

Delivery Timeframes

Delivery timeframes vary depending on courier and location.

Please note:

  • Delivery times provided by couriers are estimates and not guarantees.

  • We are not responsible for courier delays once the parcel has been dispatched.

Shipping Charges & Refunds

Shipping charges are non-refundable.

This includes:

  • Change-of-mind returns

  • Delayed deliveries outside of our control

  • Faulty goods claims

In the event that goods are confirmed as faulty, we will provide a prepaid return label. However, the original shipping fee will not be refunded (unless required by UK consumer law e.g. where an item was faulty).

Incorrect Shipping Information

Customers are responsible for ensuring their delivery details are correct at checkout.

We are not responsible for delays or losses caused by incorrect address details supplied by the customer.

If a parcel is returned due to incorrect information, additional shipping charges may apply.

Undelivered or Refused Parcels

If a parcel is:

  • Refused at delivery

  • Not collected from a depot

  • Returned due to failed delivery attempts

Return shipping costs and any additional courier charges will be deducted from any refund issued.

Multiple Parcel Shipments

Due to the weight and size of some orders, items may occasionally be dispatched in more than one parcel.

Where an order is split into multiple parcels:

  • Parcels may be shipped using the same or different delivery services

  • Parcels may arrive on different days

  • Tracking information will be provided where available

Please check all deliveries carefully and ensure you have received all items before reporting a missing parcel.

If you believe part of your order has not arrived, please follow the missing items reporting procedure outlined in our returns and delivery policy.

Business Protection & Unforeseen Circumstances

While we aim to process and dispatch orders within our stated timeframes, there may be occasions where circumstances outside our control affect fulfilment.

These may include, but are not limited to:

  • Severe weather conditions

  • Courier strikes or service disruptions

  • Supply chain delays from manufacturers

  • Stock shortages

  • Unexpected illness or absence

  • Other force majeure events

In such circumstances, we will attempt to notify customers where possible.

If we are unable to fulfil an order within 30 days of purchase, customers will be offered the option to:

  • Wait for stock to become available, or

  • Cancel the order and receive a full refund.

Product Substitution

If an ordered product is unavailable due to supply issues, we reserve the right to offer a suitable alternative product of equal or greater value, subject to customer agreement.

Customers may decline substitutions and request a refund instead.

Order Cancellation by Us

We reserve the right to cancel and refund any order if:

  • The product is unavailable

  • Fulfilment is not possible within a reasonable timeframe

  • There is suspected fraudulent activity (i.e. using multiple discount codes for products delivered to the same address via differing emails/names)

  • There are safety or biosecurity concerns relating to the order