Returns & Refunds
Our returns policy lasts 14 days, meaning you have 14 days from receiving your goods to contact us if you wish to return the items. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
You must contact us before returning an item, failure to do so may result in us being unable to process a refund. We take no responsibility for items that are returned without prior contact or authorisation from ourselves that are damaged or lost.
Once we have authorised the return you will receive an email from our returns team with your return number and instructions of what happens next. We allow 30 days from receipt of this email for the goods to arrive back into our warehouse, after this time refunds are done at our discretion and items that are sent back outside of this time frame or are returned without prior agreement may be refused and returned to sender which may result in you being liable for an extra charge from the couriers. We do not refund orders until the returned item has been accepted and processed by our warehouse.
If the returned item has been USED, DAMAGED or is not in its ORIGINAL PACKAGING we are unable to offer a full refund and there will be a 20% charge of the original purchase price to cover the fact we will no longer be able to resell the item for its full value.
Before returning your item, we suggest that you take photographs of the item and its packaging as a visual record of its condition. In the event of any damage caused in transit having a visual record of the condition of the item before it was sent will speed up the returns process and stop a returned item being refused due to damage.
We do not accept products that are hazardous materials, or contain flammable liquids or gases, please ensure that any products that require petrol have the tanks drained and the battery wire is disconnected in the case of battery powered items.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Please contact customer service before returning your item so that we are aware of the return, failure to do so may result in a delay in processing your refund.
If we are arranging the return we will advise you of any charges that you may be liable for before arranging the collection with the courier (a returns charge plus an admin charge may be applicable depending on the circumstances. Returns charges can vary depending on the size of the product and are determined by our courier company), you will be informed of this charge before we arrange the collection. We will arrange a suitable day with you but are unable to provide a specific time for the courier to collect. If you miss the collection we will have to charge for this as we are charged for missed collection, if you believe you will not be in for the collection please notify us as soon as possible and we will try to cancel the collection though if this is not possible we will have to charge for the missed collection.
If you are arranging the return yourself we recommend using a trackable service as we cannot be held responsible for returns that are lost in transit. If we arrange the return there will be a charge that will cover the cost of the courier as well as an admin charge, this will be deducted from your refund, customer service will advise you of this charge before the return is arranged.
Please remember the product remains yours until successfully received and signed for by a member of our warehouse staff.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund
If you are approved, we aim to process your refund within 5 working days, a credit will automatically be applied to your credit card or original method of payment within 3-7 working days, depending on your payment method.
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at[email protected].
Collections and Returns (Failed Collections)
If you are returning an item, no matter the reason the item must be boxed, a courier will refuse to collect the item if it is not properly boxed and we will charge for failed collections. It is yourresponsibilityto ensure the item is correctly boxed and we will need your confirmation that this is the case prior to a collection being arranged by ourselves.
We strongly advise that you keep the box the item arrived in in case you need to return it for any reason or you will need to source a box before we will arrange a collection.
If a customer refuses delivery or misses multiple attempted deliveries of their order and the item is returned back to ourselves as undelivered, we are happy to refund or resend the order, however there will be a charge to cover the attempted deliveries, return delivery and admin costs.
If you wish to cancel an order that has NOT been dispatched you must contact us immediately as we try to dispatch all orders as soon as possible. If you have not contacted us within 15 minutes of placing your order we will be unable to stop dispatch so we recommend that you phone customer service to cancel any orders, if we are able to stop the orders dispatch you will be refunded in full.
Should you wish to cancel goods that have left our Warehouse, orders will be subject to a returns charge plus an admin charge. Returns charges can vary depending on the size of the product and are determined by our courier company, you will be informed of this charge once we have confirmation that the item is on its way back to our warehouse and the charge will be deducted from the refund when it is issued.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at[email protected]
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should mail your product to: PENRHOS FARM, PENRHOS, LLANYMYNECH, SY22 6QH
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.