thelwell grooming academy by hy equestrian - a hoof at each corner

Bulk Surcharge (Feed & Bedding)

Our bulk items - e.g. feed and bedding surcharge is an additional fee applied when a customer orders bulk feed and bedding goods. This might seem counter-intuitive, as bulk purchases typically come with discounts, but there are several reasons why a bulk surcharge is implemented:

1. Increased Handling Costs: Feed and Bedding orders can require more resources to process, pack, and ship. This includes additional labor, packaging materials, and potentially more complex logistics.

2. Storage Limitations: If a supplier's storage capacity is limited, feed and bedding orders might necessitate additional storage solutions, such as renting extra warehouse space, which incurs additional costs.

3. Inventory Management: Feed and Bedding can disrupt regular inventory management practices. Ashurst Equestrian will need to expedite production or pull from future stock, complicating inventory control and planning.

4. Shipping and Freight: The cost of shipping feed and bedding items can be higher due to the need for larger or multiple packaging containers, special handling, or expedited shipping methods to meet delivery deadlines.

5. Risk Management: Handling feed and bedding orders can increase the risk of damage, loss, or errors.

   In essence, a bulk surcharge helps Ashurst Equestrian manage the increased complexity and costs associated with fulfilling bulk feed and bedding orders, ensuring they can maintain service quality and operational efficiency.

Delivery and Returns Policy

Delivery Policy

We strive to ensure that your shopping experience with us is smooth and satisfying. Here’s what you need to know about our delivery process:

1. Processing Time: Orders are typically processed within 1-2 business days. Please note that orders placed on weekends or holidays will be processed on the next business day.

2. Shipping Methods and Timeframes:

   • Standard Shipping: Delivery within 5-7 business days.

3. Shipping Costs:

   • Standard Shipping: Free for orders over £100; otherwise, a variable rate.
   • Orders under £25.00: £7.99.
   • Orders between £25.01 to £99.99: £4.99.

4. Order Tracking: Once your order is shipped, you will receive an email with a tracking number and a link to track your shipment.

5. International Shipping: Currently not offered.

6. Delivery Issues: If you encounter any issues with your delivery, such as delays or missing packages, please contact our customer service team within 30 days of your expected delivery date for assistance.

Returns Policy

We want you to be completely satisfied with your purchase. If for any reason you are not, our returns policy is straightforward:

1. Return Period: Items can be returned within 30 days of receipt. Items must be unused, in their original packaging, and in the same condition that you received them.

2. Return Process:

   • Contact our customer service team to initiate a return.
   • You will receive a return authorization number and instructions on how to send your item back.
   • Include the return authorization number inside your return package.

3. Refunds:

   • Refunds will be processed to the original method of payment within 7-10 business days after we receive and inspect the returned item.
   • Shipping costs are non-refundable. If you received free shipping, the cost of return shipping will be deducted from your refund.
   • If the item was damaged or defective, we will cover the cost of return shipping.

4. Exchanges: If you need to exchange an item for a different size or color, please contact our customer service team. Exchanges are subject to product availability.

5. Non-Returnable Items: Certain items are not eligible for return, including perishable goods, prescription medicines, and custom-made or personalized products.

6. Return Shipping Costs:

   • The customer is responsible for return shipping costs, except in cases where the item was received damaged or defective.

By shopping with us, you agree to our delivery and returns policy. We reserve the right to update or change this policy at any time, so please review it periodically. If you have any questions or concerns, our customer service team is here to help.