Cancellation policy

Cancellation Policy
Some items in our store may be offered to you as a subscription, a pre-order or try before you buy. This cancellation policy lays out how you can change or cancel these kinds of purchases.


Subscriptions

  • When you purchase a subscription you'll receive repeat deliveries. These are based on the subscription duration and frequency that you select.
  • Your payment details will be stored securely and you'll be charged for each of these deliveries, unless you choose to pay in advance.
  • Some subscriptions may auto-renew at the end of their duration. If you don't want to renew a subscription you can cancel it in line with our policy
  • If you want to cancel or change your subscription, you can do it at any time via the account policy. Your order confirmation emails have links to your order. You can manage your subscription from there. 
  • Minimum commitment: hay subscriptions run for a minimum of 3 successfully dispatched deliveries. The subscription discount is offered on the basis of that commitment.
  • 14 day cooling off period: if you are a UK consumer, you may cancel within 14 days of placing your first order and receive a refund, in line with the Consumer Contracts Regulations 2013. No cancellation fee applies during this period. Where hay has already been dispatched, we may deduct the cost of goods used or not returned in a resaleable condition.
  • Cancelling after the cooling off period: you can cancel at any time once you have received 3 successful dispatches. Cancellation requests must reach us at least 7 days before your next scheduled shipping date. Requests received inside that 7 day window take effect after the next order has been dispatched.
  • Early cancellation: cancelling after the cooling off period but before 3 successful dispatches incurs a one off cancellation fee of £14.99. This covers the subscription discount already applied to previous orders and the administration involved in closing the subscription early.
  • How to cancel: contact us or manage your subscription from your customer account.


Pre-orders
When you purchase a pre-order, you are buying an out-of-stock or soon-to-be-available product not yet in inventory. We may collect no payment or a partial deposit at checkout, store your payment method, then fulfill and charge the full or remaining payment at a future date.
You can cancel a partially paid pre-order order that has not yet been fulfilled. If the order has been fulfilled, then you can't cancel the order, but you can request a full or partial refund. See our returns policy for more details on returns and refunds.