Refund policy

Returns and refund policy

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). Email: megan.conibere@bhwt.org.uk or shop@bhwt.org.uk

Returning undamaged or non-defective goods

If you have changed your mind about your purchase you have 14 days from receipt of the goods to be able to return your item(s) to us for a refund, however there are certain products we are unable to accept, unless damaged, faulty or incorrectly delivered, these include:

  • All feed and or bedding items
  • Chicken Vet Beryl’s Friendly Bacteria
  • Kelsey Media Chicken The Country Smallholder Subscription
  • The Chicken House Company Metal Chicken Runs
  • Teemill print-on-demand (Clothing, bags, etc)

In order to keep our charity costs to a minimum please 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 BHWT.

Please ensure any returned goods are in their original packaging, i.e. unopened and with any seals or shrink-wrapping intact.

Upon receiving your return your refund will be processed, please allow up to 7 working days for this to reach your payment account. Please be aware the original postage fee you paid will not be refunded.

Returning damaged, defective or incorrect goods

Damaged & Faulty Goods: If you have taken delivery of a package and it or the contents have been damaged in transit, or the item(s) are faulty, you can return the item(s) to us within 14 working days of receipt for exchange or a full refund. We will reimburse your postage costs to cover the return postage. For your protection, we recommend that you use a recorded-delivery service when returning goods to the BHWT.


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

If you have any questions on returning part or all of your order please do not hesitate to be in touch.