Cancelling an item
We understand that from time to time you may wish to return a product to us. Your rights to return goods are protected under the Consumer Contracts Regulations 2013.
You have a right by law to withdraw from the purchase of any item within a “cooling-off” period of 14 working days starting on the day after the day the item is delivered to you. This right applies to all items advertised on the Website except for:
- Perishable goods and other items likely to expire rapidly (e.g. hampers and gift boxes containing such items and other food and beverage items)
- Gift Vouchers
- Personalised Items
- Sealed items where the seal has been broken
Should you wish to cancel your order, or return an item for whatever reason, please contact us by email at tish@moat-farm.co.uk or alternatively please use our online “Contact Equine Working Notebooks” form.
Items should be returned to us within 14 days of the date of the email notifying us of the cancellation. We will refund you the full purchase price of the item less the Paypal administration fee on receipt of the returned goods.
To be eligible for a refund please return your item unopened, unused and in the same condition that you received it.
Unfortunately, we cannot refund the postage costs to and from yourselves. These costs are the responsibility of the customer.
Damaged Items
In the unfortunate event that your item arrives and it is damaged or does not match it’s description you are entitled to a full refund or replacement, upon return of the damaged item. This includes a full refund of any delivery charges incurred by you.
We ask that you kindly notify us of a faulty item, including your online order number, within 14 days of purchase via email to tish@moat-farm.co.uk
Returning Items
Please return all goods to:
Moat Farm, Golden Lane, Lawshall, Bury St. Edmunds, Suffolk, IP29 4PS
All refunds will be processed online and not in person.
Regrettably we cannot refund any priority, express or courier component of the postage charge. We also cannot accept liability for returned packages damaged during transit back to us. We therefore advise you wrap products adequately to prevent damage and recommend using a form of postage which ensures compensation for any loss or damage of goods.