This Refund Policy is a template prepared for Hay Hub and should be reviewed by qualified legal counsel before public use. Last updated: 17 May 2026.
Refund Policy — Returns, Exchanges and Consumer Rights at Hay Hub
This Refund Policy explains how Hay Hub handles refunds, returns and consumer rights for orders placed on https://hayhub.eu. As an EU-based online retailer, we follow EU consumer protection law, including the 14-day right of withdrawal for distance sales. This Refund Policy applies to all customers across Europe and complements your statutory rights.
14-day right of withdrawal
Under EU law, consumers buying from Hay Hub have 14 days from the day they receive their order to withdraw from the contract without giving any reason. This policy honours that right in full. To exercise it, contact us via our contact page with your order number and a clear statement that you wish to withdraw.
Eligibility for return
To be eligible for return, products must be unopened and in the same condition you received them, in the original packaging where possible. Some items — perishable forage that has been opened, items damaged by misuse, or items not in resalable condition — may be excluded under EU law. We assess every return case fairly and in line with this policy.
- Standard returns — unopened bales, in original packaging, within 14 days of delivery
- Damaged on arrival — photo evidence within 48 hours of delivery, full refund or replacement
- Quality complaints — our team investigates every quality issue with the source farm
- Wrong item shipped — 100% our error, free return and replacement
- Special orders / bespoke pallets — may be subject to restocking depending on the case
How to request a refund
To start a refund: (1) contact us within 14 days of delivery via the contact page with your order number and reason; (2) wait for our team to confirm return instructions and a return address; (3) ship the product back using a tracked service; (4) receive your refund within 14 days of us receiving the returned product.
Refund method and timing
Refunds are issued to the original payment method. Card refunds typically appear within 5 to 10 business days; bank transfers within 2 to 5 business days. We never charge a processing fee on legitimate refunds.
Return shipping costs
If the return is due to our error (wrong item, damaged on arrival, quality issue), Hay Hub pays return shipping. For voluntary returns under the 14-day withdrawal right, return shipping is normally the responsibility of the consumer, unless we have explicitly agreed otherwise.
Exchanges
If you prefer an exchange rather than a refund (for example a different cut or bale size), we will gladly help. Exchange requests follow the same process: contact us first, return the original item, and we ship the replacement once we receive your return.
Statutory guarantee under this Refund Policy
EU consumers benefit from a 2-year statutory guarantee against defects in the products they buy. This Refund Policy complements (and does not replace) that statutory right. For details on EU consumer rights, see the official European Commission consumer rights page.
Disputes and alternative resolution
If a dispute cannot be resolved with our team, EU consumers can also use the European Commission’s online dispute resolution platform. We take complaints seriously and aim to find a fair solution under this Refund Policy without escalation whenever possible.
Contact about this Refund Policy
For any question about this Refund Policy or to start a return, contact our customer service via the contact page. Our team answers refund and return enquiries within 1 to 2 business days.
Your trust matters. This Refund Policy is built to keep things fair, fast and transparent.