Return & Refund Policy
We want you and your little ones to be happy with your purchase. If you’re not and would like to return or exchange an item, or have found an item missing or faulty or damaged on delivery, please contact us in the first instance. In order to raise this promptly with manufcaturers on your behalf, we will ask for batch number, photos, details of the issue and, in some instances a sample.
We ask that any damaged or missing items be brought to our attention within 48 hours of delivery. We will refund or exchange any faulty goods within 30 days of purchase.
You are entitled to a full refund or exchange if you request one in writing (email, message) or by phone within 14 working days of delivery. We will refund once the goods are returned to us in resalable condition. This refund excludes the cost of returning the item to us.
Please note, this refund policy excludes medicines, part used, bespoke items (customised or those brought in just for you), products damaged through use or not in their original packaging.
We cannot be held liable for return items which get lost/damaged in the post, so we advise you wrap appropriately and securely and return by registered mail to ensure this does not happen.
If the item being returned is large and bulky, we may suggest a more appropriate method of return, but again in most instances the cost of this will be covered by you (or deducted from any refund where applicable).
You may contact us by phone, email or post using the following information:
- The Hay Experts, Forsters Farm, Aldermaston. RG7 4NA
- Tel: 01189 099 066 EMail: customercare@thehayexperts.co.uk
If an item is found to be missing from your order, please contact us using the details above. Once the error has been verified, we will offer to send or refund the missing item as you prefer.
If an item is found to be faulty or damaged during delivery, we may need a sample, batch number, photo, or the item returned to us. We will confirm what is required when you contact us in the first instance. The cost of return will be refunded to you once an investigation has confirmed the fault. We will then offer a refund (including the cost of return), a replacement or alternative item as you prefer. We aim to complete any investigation within 14 days (usually much sooner!), though this may be a little longer if it involves a third-party investigation.
If you would like to amend or add to your order, and we have not yet shipped it, please contact us and we will do all we can to help.
You may also cancel your order at any time; if you need to cancel for whatever reason, please contact us as soon as possible. If we have already dispatched the order and you still wish to cancel, we will refund the full order minus the original delivery fee and the cost of return once the order is back with us. We will advise the most appropriate method of return should the need arise.
Please ensure you include your name, address, telephone number, email and order number when you return anything to us, and your name, address and order number in any correspondence with us.
Be assured we are here to help, and strive for happy customers – two or four legged – so do get in touch if you have a problem.
The Legal Bit About Returns
& What You Can Expect From Us
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at sales@thehayexperts.co.uk. Please note that returns will need to be sent to the following address: The Hay Experts, Forsters Farm, Wasing Lane, Aldermaston. RG7 4NA.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at sales@thehayexperts.co.uk.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@thehayexperts.co.uk.