Returns & Refunds Policy
At GWF Nutrition, we take great care to ensure that our animal feeds and supplements reach you in excellent condition. We hope you are completely satisfied with your purchase, but if you need to return an item, please follow the guidance below.
Your Right to Cancel – 14 Days
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations consumers purchasing online generally have the right to cancel their order within 14 days of receiving their goods, without giving a reason.
If your order contains multiple items delivered separately, the cancellation period generally ends 14 days after you receive the final item.
To cancel an order, please notify us within this period on +44 (0)1225 708482, or contact us in writing with a clear statement of your decision to cancel. You then have a further 14 days to return the goods.
Please note that certain products are exempt from cancellation rights, as explained below.
Returning Animal Feeds and Supplements
All GWF Nutrition products are animal feeds or nutritional supplements. To protect product quality, freshness and safety, particular care must be taken when handling and returning these products.
We do not accept returns of opened or unsealed products for a change of mind where the products are legally exempt from cancellation rights for health protection or hygiene reasons. Once opened, animal feeds and supplements may be exposed to moisture, air, contamination or other environmental factors that can affect their quality and suitability for use. Products that are liable to deteriorate or expire rapidly may also be exempt from cancellation rights.
For products that are not legally exempt, statutory cancellation rights continue to apply. Where permitted by law, we may make a deduction from a refund for any reduction in value caused by handling beyond what is reasonably necessary to inspect the goods.
To help ensure a straightforward return, please:
· Contact us before sending goods back, where possible.
· Keep products unopened, with their seals intact and in their original packaging.
· Ensure returned items are securely packaged to prevent damage in transit.
· Include your order number or proof of purchase, as well as details of how to contact you once the item(s) have been received.
These conditions do not restrict your statutory rights in relation to faulty, damaged or incorrectly supplied goods.
Return Delivery Costs
Customers are responsible for the cost of returning non-faulty goods where they exercise their statutory right to cancel, provided we have informed them of this responsibility before purchase.
If you have received an incorrect, faulty or damaged product, we will cover reasonable return costs where required by law or arrange collection as appropriate.
Refunds
Where a return qualifies for a refund under your statutory cancellation rights, we will refund the cost of the relevant goods.
If you cancel your entire order, we will also refund the original standard delivery charge.
Refunds will be made without undue delay and within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier. We may withhold reimbursement until one of these conditions has been met.
Refunds will normally be issued using the original payment method, unless otherwise agreed.
Where only part of an order is returned, the original delivery charge will not normally be refunded.
Faulty, Damaged or Incorrect Products
If you receive a product that is faulty, damaged, incorrectly supplied or not as described, please contact us as soon as possible.
We may ask you to provide photographs, batch details or other relevant information to help us investigate and resolve the issue. We will normally ask that you return the item to us for further investigation.
Opened products can still be eligible for a refund, replacement or other remedy if they are faulty or do not meet your statutory consumer rights. Opening a product to use it does not remove these rights.
Under the Consumer Rights Act 2015, consumers may have a short-term right to reject goods that do not conform to the contract within 30 days, with further rights potentially applying after that period.
Where a product is confirmed to be faulty or otherwise fails to meet statutory requirements, we will provide an appropriate remedy in accordance with the law.
Exchanges
If you have ordered the wrong product or would like to exchange an item, please contact our team.
Exchanges for non-faulty goods are subject to product eligibility, condition and availability. We do not offer discretionary exchanges for opened or unsealed feeds and supplements. This does not affect your statutory rights.
Return Address
All returns should be sent to:
GWF Nutrition
26 Hercules Way
Bowerhill Estate
Melksham
Wiltshire
SN12 6TS
United Kingdom
We recommend retaining proof of postage or carriage documentation until your return has been processed.
