Returns

We hope you are happy with your order, however you can shop with us with the peace of mind that you may return your items if they are unsuitable within 28 days at the buyer’s cost. If you purchased your goods in store please retain your receipt as a proof of purchase and return to us within 28 days of purchase. 

You may make your own arrangements to return your goods. We always recommend returned items are sent to us via a tracked service. Alternatively we can send you a pre-paid Returns Label via email at the cost of £6.00 (UK Mainland Only). You can purchase this over the phone or by clicking here.

Returned items must be returned in their original state. Items not returned in their original state may not be eligible for a full refund. When returning items to us, please package the item safely and securely including a note stating your order number, name, address, contact telephone number/email address and reason for returning the item. We recommend obtaining a proof of postage when dispatching the parcel.

Once received, we will check over your item and if everything is in order, we will issue a refund to your original method of payment and provide you with an email confirmation. We aim to process your refund the very same day we receive your return, or the next working day.

Returned goods should be addressed to: 

Internet Returns, Chelford Farm Supplies Ltd, Knutsford Road, Chelford, Cheshire, SK11 9AS

Returns will be processed during office hours Monday-Friday 8.30am-5pm. Any goods returned to our store outside of these hours will be processed the next working day. Please note when paying by debit and credit card that it can take upto 3-5 working days before the funds appear back on your statement.

Please package your items with the manufacturer's packaging as was sent to you (e.g. shoe box or cellophane wrapper) within an outer box or suitable bag. The item must still have the manufactuer's original tag attached. We are unable to accept returned goods if the manufacturer's packaging (e.g. shoe box) has been used as the outer postal packaging as we are then unable to offer the goods for resale to other customers.

We are unable to accept returns on the following products: Animal Medicines, Animal Feeds, Animal Wormers, Agrochemicals.

If you received a free gift as part of a promotion with your purchase, this must also be returned alongside your returned item. Any promotional goods which are not returned will be deducted from your refund. 

Exchanges

We are unable to offer an exchange on returned items. Your returned item will be automatically refunded once it has been returned. If you require a different size or colour, we advise placing a new order for the new item you wish to purchase. 

Faulty Items

If an item you purchased from us develops a fault, please contact us in the first instance by emailing us at [email protected] with your order number and images and details of the fault. 

Faulty items are dealt with in accordance with the manufacturer's warranty process, and the judgement of a product's fault lies with the product's manufacturer.

Returns Policy Wording

Please make sure that you protect items from becoming soiled or damaged whilst trying them on. On cancellation for whatever reason you must follow our returns procedures and return to us the Products we have delivered to you in accordance with these procedures.

If the item(s) you have received are faulty, incorrect or damaged on delivery we will reimburse your reasonable return costs and (at your option) replace the products (wherever possible) or refund you for the price paid plus delivery charges of any such products provided that the products are complete and in "as delivered" condition as supplied in their original packaging. We recommend that all returns are sent via a tracked service and you must always obtain a certificate of posting. Alternatively please contact our internet department on 01625 861588 option 5 and we can arrange collection. (Please note we may ask you to provide photographic evidence of the damage / defect via email)

It is your responsibility to arrange collection of unauthorised returns from our premises, for example those that have been returned because they were defective but which are consequently found not to be defective; accordingly we reserve the right to return these products to you at your cost. Such product will be held for a period of six months after which time the product will be destroyed if you have not made the appropriate arrangements for the goods to be returned to you.

You have a legal obligation to take reasonable care of the Products while they are in your possession pending return.

If you are not fully satisfied with the purchase you have made, for any reason, then you may return the product(s) within 28 days of receiving and in its original condition, for a full refund of the price of the product(s). Please return the product(s) with the original packaging to ensure that there is no damage during transit. In this case you shall be responsible for the cost of return to us.

If you would like to return the products in person, you can bring them to our store in Chelford, Cheshire. You will only be able to return products to our store provided that you have complied with all provisions of these Terms and Conditions and have taken with you to the store a copy of your original Delivery Note and the actual payment card used to purchase the Products.

Refunds

If you paid for Products by payment card, refunds will be made by re-crediting your payment card account from which the money was originally debited.

All refunds will be made within 30 working days either:

- (where Products have not yet been delivered to you) of our confirmation in writing to you that your order has been cancelled; or

- (where Products have been delivered to you) of the return of the Products to us  

If you paid over the phone for your products we may need to contact you for your original card details as all card details taken over the phone are subsequently destroyed for your security.