Returns & Refunds

Simple, clear information about returns, cancellations and refunds.

Last updated: September 2026

1. Our Returns Policy

We want you to be happy with your order from Hampers for Horses.

If you change your mind about an eligible item purchased online, you will normally have the right to cancel your order within 14 days of receiving it. You do not need to give a reason for cancelling.

Once you have told us that you wish to cancel, you normally have a further 14 days to return the goods to us.

This policy does not affect your statutory rights.

2. How to Cancel or Request a Return

To start a return, please contact us within the applicable cancellation period and tell us clearly that you wish to cancel or return your order.

Please include:

your name;
your order number;
the item or items you wish to return; and
the reason for contacting us, where relevant.

You do not need to provide a reason if you are simply exercising your legal right to cancel an eligible online purchase.

We will provide you with the information needed to return your item.

3. Returning Your Items

After notifying us that you wish to cancel an eligible order, you should return the goods within 14 days.

Please package returned items carefully to help prevent damage in transit.

Unless the item is faulty, damaged, incorrect or otherwise not as described, you will normally be responsible for the cost of returning it.

We recommend obtaining proof of postage and keeping it until your refund has been completed.

Hampers For Horses

Commercial Unit

Holly Tree Farm

Rhodes Minns

Canterbury

Kent

CT46XU

4. Condition of Returned Items

You may inspect an item in much the same way as you would reasonably be able to inspect it in a shop.

Returned items should therefore be kept in good condition and, where reasonably possible, returned with their original packaging.

If an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, we may be entitled to reduce the refund to reflect any loss in value.

5. Personalised and Custom-Made Items

Items that have been made to your specification or personalised especially for you cannot normally be returned or cancelled simply because you have changed your mind.

This includes, for example, products personalised with a name, lettering or another customer-requested design.

Please check all names, spelling and personalisation details carefully before placing your order.

This does not affect your rights if a personalised item is faulty, damaged, incorrect or not as described.

6. Build Your Own Hampers

Choosing the individual products included in one of our Build Your Own hampers does not automatically make the whole hamper a personalised product.

Eligible non-personalised items within a Build Your Own hamper remain subject to the usual cancellation and returns rules.

However, any products that have been specifically personalised or made to your requirements may not be eligible for a change-of-mind return.

7. Horse Treats and Other Consumable Products

For hygiene and product-safety reasons, please do not open horse treats, feed products or other sealed consumable goods if you intend to return them.

Some goods may be exempt from the normal cancellation right where an exemption under consumer law applies, including certain sealed goods once opened and goods liable to deteriorate or expire rapidly.

If an item is faulty, damaged, incorrect or not as described, your statutory rights still apply regardless of the above.

8. Faulty, Damaged or Incorrect Items

If something arrives faulty, damaged, incomplete or different from what you ordered, please contact us as soon as possible.

We may ask for photographs of the product and its packaging so we can understand what has happened and, where appropriate, raise the matter with our delivery provider or supplier.

Goods sold to consumers must be as described, of satisfactory quality and fit for purpose.

Depending on the circumstances and your legal rights, we may offer a replacement, repair, partial refund or full refund.

You will not be required to pay return postage where goods need to be returned because they are faulty, damaged, incorrect or not as described.

9. Items Damaged During Delivery

Please inspect your parcel when it arrives.

If the outer packaging or contents have been damaged during delivery, contact us as soon as reasonably possible and include photographs of:

the outer packaging;
any damaged packaging inside the parcel; and
the damaged product itself.

Please keep the packaging until we have dealt with your claim, as the courier may require evidence of the damage.

10. Refunds

Once an eligible return has been received, refunds will normally be processed using the same payment method used for the original purchase.

For cancelled online orders, refunds must generally be made within 14 days of receiving the returned goods.

Depending on your bank or payment provider, it may then take additional time for the money to appear in your account.

11. Original Delivery Charges

Where you exercise your legal right to cancel an eligible online order, we will refund the cost of our standard delivery service where applicable.

If you selected a more expensive or upgraded delivery option, we are not required to refund the additional amount above the cost of standard delivery.

12. Exchanges

If you would like a different item, please contact us and we will let you know what options are available.

Where appropriate, the simplest option may be to return the eligible item for a refund and place a new order.

Personalised products cannot normally be exchanged because of a change of mind.

13. Sale and Promotional Items

Your consumer rights are the same whether you purchased an item at full price or during a sale.

If a product was specifically reduced because of a fault that was clearly explained before purchase, you cannot later rely on that same disclosed fault as the reason for returning it.

14. Your Statutory Rights

Nothing in this Returns & Refunds Policy limits or removes any rights you have under UK consumer law.

Products supplied by Hampers for Horses must meet the legal standards applying to consumer goods, including being as described, of satisfactory quality and fit for purpose.

15. Contact Us About a Return

If you need to cancel an order, arrange a return or report a problem with an item, please contact us.

Hampers for Horses
Email: hampersforhorses@gmail.com
Returns address: