Refund policy

Livestock

It is the customers responsibility to examine any livestock purchased before leaving our premises, we do not accept returns as this could compromise our biosecurity and is against DEFRA legislation..  We do no offer any guarantees or refunds on any livestock taken from our premises.  Our hybrid layers and Bantams are sourced from DEFRA approved premises and are wormed and vaccinated to commercial standards.  Birds will vary considerably in looks and may not be cosmetically perfect, egg colour cannot be guaranteed.  Cancelled orders will be refunded at 75% their original cost to cover someway to their additional upkeep.  Should we make an error in the correct identification of sex of any birds we will refund at the purchase price after we examine the bird in question.

Bio Security

Public are not allowed in or around our livestock areas.  We do not offer a re-homing service.  We no longer take any birds in for Boarding.

Dead stock eg Chicken Coops

If you change your mind within 14 days of receiving the goods, you can return the goods yourself and we will refund the cost of the goods if we receive the goods undamaged and in their original packaging.  Our shipping costs (see shipping costs) will not be refunded (this includes good advertised as free delivery/shipping/shipping included). If the goods have been opened a 10% restocking fee may be charged.  You must notify us in writing with the original order number to initiate a return within 14 days of receipt of the goods. You have a further 14 days to return the goods. 

If you want us to arrange for a return we will require payment before the return is initiated and you will be required to be at the collection address when the good are collected.

For Warranty details or claims on products with manufacturers Warranties such as Chicken Guard,  Easicoop and Green Frog/Nestera range - please see the manufacturers websites.  Heat plates www.riverwoodstores.com . There is no warranty on ex display or used goods.

We do not offer any warranty on wooden coops/runs due to the nature of the materials used, the quality of assembly, siting and the aftercare required to maintain them in serviceable condition. Its important to read our build & aftercare page.

To start a return, you can contact us at chartley.chucks@gmail.com. If your return is accepted, we’ll send you a return details.  Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at chartley.chucks@gmail.com.

If goods are ordered you may cancel provided the goods have not been shipped or had their shipping booked, eg the palletised shipping of Easicoops. 

Goods sold as loose packaged are sold in approximate weights/volumes as their contents can vary in weight and volume due to shrinkage.

Damages and Quality issues

•  Please inspect your order upon receipt and report any issues within 48hrs of receipt to us by email with photographs of the issues.
• When signing for pallet deliveries please sign as "unchecked" or "damaged" otherwise we cannot refund delivery costs in the event of damaged items. 
• If you report issues later than 48hrs and you opted for additional insurance we will pursue the delivery company for your losses with the aim of replacing the items assuming the delivery company is found at fault.

Late Delivery. - we cannot guarantee the delivery times of the couriers we use.

No Delivery/lost items - we will wait a period of 14 - 30 days to track and trace any delivery lost in the "system" before offering any compensation.

General Quality - Any items found to be missing or broken items making the product not fit for purpose are covered by the UK consumer act and we will replace.  If the goods received are fit for purpose, but have blemishes such as scratches, dents, peeling paint, incomplete welds or zinc plating on metal goods, the goods will be considered as acceptable for use outside with consideration for the normal UK weather pattern.

Wooden Coops - Small splits and cracks in wooden coops is normal and will NOT be considered as damaged goods.  Timber thickness quoted is a nominal sawn thickness, not finished thickness, please allow 2mm for finishing. 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Order cancellation Refunds
If you change your mind before an order is shipped or collected, we will automatically issue a store credit unless you specifically ask for a refund via your original payment method.

Refunds on returned goods
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method or as a store credit if preferred. Please remember it can take some time for your bank or credit card company to process and post the refund too.  If the return is damaged we will not offer a refund.