What is your returns policy?
We want you to be completely satisfied with your order. If a product is faulty or damaged, we'll put it right. If you simply change your mind, we're happy to help too — but different conditions apply, as set out below.
What if my item is damaged or faulty?
Contact us immediately if you receive an item that's damaged in transit or faulty. We will replace or refund the item in full, including any return delivery costs. Damages and shortages must be reported within 7 days of delivery.
What if I change my mind about a product?
Change-of-mind returns are accepted within 14 days of delivery, subject to the following:
The item must be unused, in its original packaging, with all labels attached, and accompanied by the original invoice and a completed returns form.
The customer is responsible for the cost of returning the item to us. We can arrange collection on request, but the courier or collection charge will be deducted from the refund.
Bulky, oversized, or palletised items (including but not limited to feed, fencing, troughs, and similar agri-supplies) are non-returnable for change of mind once dispatched, due to the high cost of return freight. Please check dimensions, specifications, and suitability carefully before ordering — our team is happy to advise beforehand.
Made-to-order, custom, or special-order items cannot be returned or refunded unless faulty.
A restocking fee of up to 20% may apply to change-of-mind returns to cover handling and processing costs.
Are there any conditions for returning products?
Yes. In all cases (faulty or change of mind), items must be unused, with original packaging and labels attached, and accompanied by the original invoice and a completed returns form. Returns that don't meet these conditions may be refused or subject to a reduced refund.
Can I return a product after the return window?
Faulty items: contact us within 7 days of delivery to report the issue. Change-of-mind items: must be returned within 14 days of delivery. Outside these windows, refunds cannot be guaranteed, though we're happy to discuss on a case-by-case basis.
Do you accept returns for items damaged by misuse?
No. Refunds or replacements are not available where an item is damaged due to misuse, mishandling, incorrect installation/use, or damage caused by parties other than Animal Farmacy (Farm Direct) or our staff.