Refund policy

Returns and Refunds Policy

We offer 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: unopened, unused, with tags attached, and in its original packaging. You will also need the receipt or proof of purchase. For hygiene reasons, we are unable to accept returns where the packaging has been opened, unless there is a fault with the product.

To start a return, please contact us at info@littlehayco.com. If your return is accepted, we will provide you with instructions on how and where to send your package. 

You are welcome to contact us with any questions about returns at info@littlehayco.com

To start a return, please contact us at info@littlehayco.com. If your return is accepted we will send over instructions on how and where to send your package.

  • If the return is due to a change of mind, the customer is responsible for covering the cost of return postage.

  • If the return is due to a fault on our part (such as receiving the wrong item or a defective product), we will cover the cost of return postage.

Refunds for Pets Not Enjoying the Hay

We understand that sometimes pets can be particular. We offer one goodwill refund per customer, per year if your pet does not enjoy the hay. These cases will be reviewed individually, and we may request additional information before processing a refund. Please contact us directly at info@littlehayco.com if you would like to discuss this.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can assess the issue and put it right.

Exceptions / Non-returnable Items

Certain types of items cannot be returned, including:

  • Opened products

  • Custom or personalised products

  • Sale items

  • Gift cards

If you are unsure whether your item qualifies for a return, please get in touch with us before sending it back.

Exchanges

The fastest way to ensure you get what you want is to return the item (if eligible) and place a new order for the replacement.

Refunds

We will notify you once we have received and inspected your return, and let you know if the refund has been approved. If approved, you will be refunded automatically to your original payment method. Please remember it may take some time for your bank or credit card provider to process and clear the refund.