Refund policy

At the British Hen Welfare Trust, we want you to be delighted with your purchase. We carefully inspect and package all products before dispatch to ensure they arrive in excellent condition. However, if there is a problem with your order, please contact us and we will do our best to resolve it promptly.

Customer Services Team

01884 860084 (Monday to Friday, 9am to 4pm)
shop@bhwt.org.uk

Returning Items Because You’ve Changed Your Mind

If you purchase goods from us online, by telephone or by mail order, you have the right to cancel your order within 14 days of receiving your goods without giving a reason.

You must notify us of your decision to cancel within this period.

Once you have notified us, you must return the goods to us within 14 days.

The following items cannot be returned unless they are faulty, damaged or supplied incorrectly:

• Feed and bedding products
• Chicken Vet Beryl’s Friendly Bacteria
• Kelsey Media The Country Smallholder subscriptions
• The Chicken House Company metal chicken runs
• Teemill print-on-demand products, including clothing, bags and accessories

Returned items must be:

• Unused and in a resaleable condition
• In their original packaging where possible
• Complete with any seals, labels or shrink-wrap intact

Where you exercise your statutory right to cancel, we will refund the price paid for the goods and the cost of standard delivery, where applicable, within 14 days of receiving the returned goods or receiving evidence that they have been returned. Additional charges for premium or expedited delivery services are non-refundable.

To help us keep our charity costs to a minimum, please be aware that you are responsible for any return delivery charges and for the risk of loss or damage to the goods until they have been received by us. For your protection, we recommend using a tracked delivery service when returning goods to the British Hen Welfare Trust.

Once we receive your return, your refund will be processed using the same payment method used for the original purchase. Please allow up to seven working days for the refund to reach your payment account.

Faulty, Damaged or Incorrect Items

If your goods arrive damaged, are faulty or are not as described, please contact us as soon as possible. Under the Consumer Rights Act 2015, you may be entitled to a repair, replacement, price reduction or refund, depending on the circumstances. If you notify us within 30 days of receiving the goods, you may be entitled to reject them and receive a full refund. We will reimburse reasonable return postage costs for confirmed faulty, damaged or incorrectly supplied items.

Incorrect Goods

If we have sent you the wrong item, please contact us. We will arrange for the incorrect item to be returned and, subject to availability, send the correct item as quickly as possible. If a replacement is not available, we will provide a full refund.

Questions About Returns

If you have any questions about returning all or part of your order, please contact our Customer Services Team using the details above. We are always happy to help.

Last updated 22 September 2026