Returns and Refund Policy

Last updated 8th March 2017

Here at the British Hen Welfare Trust we aim to send your products and gifts in perfect condition, and we will inspect everything carefully before it leaves us to make sure of this. We also do our utmost to package and protect everything so that it doesn't get damaged on its way. However, if you have a problem, we want to put that right as quickly as possible. Please contact us in the first instance, and we will take it from there.

Customer Services Team: 01884 860084 (Monday to Friday, 9am-4pm).

Returning Undamaged or Non-Defective Goods
In order to keep our charity costs to a minimum, we can only accept the return of items if they are faulty or were supplied in error and, unless the product is defective, you will not be able to return any product that is not in its original packaging, i.e. unopened and with any seals or shrink-wrapping intact. Please also be aware that you shall be responsible for any return delivery charges, and the risk of loss or damage to the goods that you are returning until they have been received by us. For your protection, we recommend that you use a recorded-delivery service when returning goods to The British Hen Welfare Trust.

We can only accept the return of opened items if they are faulty or were supplied in error. If we collect an item from you, we reserve the right to recover the costs of collection from you.

Returning Damaged, Defective or Incorrect Goods
Please email Megan at 

Damaged Goods: If you have taken delivery of a package and it or the contents have been damaged in transit, you can return the item(s) to us within 7 working days of receipt for exchange. We will reimburse you for standard 2nd class postage costs. For hen houses, please call us on 01884 860084. 

Faulty Goods: You have the right to return any faulty goods within 7 days. For hen houses please call us on 01884 860084.

Incorrect Goods: If you discover that we've sent you the incorrect goods, please contact us by email at immediately and return the incorrect items. We will quickly replace them with the goods you ordered, subject to stock availability.


You have the right to cancel within seven days of your order, or seven days of receipt of the goods (whichever is the longer). If you do cancel your order, you will have your payment returned and must return the goods to the address above.