Refund policy

How do I return an item I've changed my mind about?

Most of our items are made to order and we hope you will be happy with your purchase, but if you change your mind, you have 30 days to return it. You have 14 days to notify us and another 16 days to send the item back. The item must be in its original, unused condition with all packaging, tags, and labels intact. You will be refunded for the returned item and the standard delivery cost from your initial order (if returning the entire order) within 14 days, using the same payment method.

If you need assistance finding the most convenient return option, please contact us at hello@thefoalyard.co.uk, and we will be more than happy to help.

I have received the wrong item, what do I do?

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or incorrect. We will evaluate the issue and rectify it promptly.

My item is damaged, how can I return it?

My product arrived damaged

All products leave us in perfect condition. However, if a product arrives damaged, please contact us within 24 hours. Please provide images and a description of the fault, and we will be happy to assist you.

My product has developed a fault

All of our products are carefully checked before dispatch, but occasionally, a product might develop a fault. Please contact us immediately so we can assist you promptly. We may request a photo or video of the issue to quickly identify how to resolve it.

  • Within 30 days of purchase: If we cannot resolve the issue, we will exchange or refund your order.
  • After 30 days of purchase: If a manufacturing fault is found, we will repair or replace the product within the warranty period, in accordance with the terms of the Consumer Rights Act 2015.

I've ordered the wrong item, can I exchange it?

We understand that shopping online can be challenging. To ensure you have the best experience, if you contact us to process a return for the item you wish to exchange within 28 days and then place a new order for the correct item, we will offer you free standard delivery on your exchange order.

Please note, the item must be in its original, unused condition with all packaging, tags, and labels intact. Once we receive the original item, you will be refunded for it and the standard delivery cost from your initial order (if returning the entire order) within 14 days, using the same payment method.

How much does a return cost?

To keep our product prices as low as possible, we do not offer free returns. Return costs vary based on the size and weight of the item, so please contact us to confirm the exact price. Some items can be returned using a QR code or drop-off label, while larger items may need to be collected. Here is a rough size guide:

  • Standard parcel size: Β£5.99
  • Larger items (collection): Β£8.50-Β£30
  • Extra large items (such as pallet/2-person deliveries): Contact us for a quote

These prices are estimates, so please contact us for an exact price.

I don't have a printer, is this a problem?

We offer several return options depending on the size and weight of your item, with various couriers. We can provide QR codes for drop-off points, printable labels, and collections from your address. Each option varies in cost, and not all options are available for every item size.

Please contact us at hello@thefoalyard.co.uk or give us a call at 01299 667755, and our team will be happy to assist you.