Forageplus Hay Pallet Orders

Customer Information, Terms and Conditions

Forageplus Ltd, Unit 10, Broncoed Business Park, Wrexham Rd, Mold, CH7 1HP Telephone 01352 757777

Version: August 2026. These terms replace all previous versions.

These terms apply to all palletised hay and haylage orders. Two sections matter most before you order.

Section 4, vehicle access. Most delivery problems and additional charges arise from access. If an 18 tonne lorry cannot reach your address, you must select a smaller vehicle at checkout.

Section 8, returns. Palletised hay is a product that deteriorates rapidly once wrapped and handled, so it is not covered by the usual 14 day online cancellation right. Please read section 8 before ordering.

1. Product specification

1.1 Our hay is harvested from large fields as big bales and cured out of direct sunlight in a well ventilated barn. Bales are compressed and wrapped weekly for shipping. No sprays or treatments are used.

1.2 Meadow hay contains a diverse range of grasses, with natural variation in colour and texture between batches. Timothy hay is a purpose sown crop and typically shows less variation.

1.3 Bale weights are approximate and vary with moisture content. The compression process alters the appearance of the hay compared with loose bales.

1.4 Hay is a natural product. Images shown online represent previous batches and current stock may differ in appearance. Meadow hay may contain occasional docks, stalks or thistles, and occasional natural debris such as small twigs or insects may be present. This is an inherent characteristic of natural meadow hay and is not a fault.

1.5 Our hay is naturally low in sugar. Horses accustomed to higher sugar forage may take a few days to adjust, and we recommend mixing with your existing forage and transitioning gradually.

A horse declining to eat the hay is not a fault in the product and is not grounds for return, refund or replacement. See section 8.

2. Packaging and wrapping

2.1 Outer packaging and bale wrapping may vary as we work to reduce plastic use. Wrapping is designed for clean transport and easy handling. It is not an airtight seal.

2.2 All bales are individually wrapped. Unwrapped hay is not available. Wrapping means bales are easy to move and clean enough to carry in a vehicle.

2.3 Damage to outer wrapping in transit is not in itself grounds for refund or replacement, provided the hay inside is unaffected. If the hay itself has been damaged in transit, please contact us within three working days of receipt with photographs.

3. Storage

3.1 Store hay in a cool, airy place out of direct sunlight to prevent condensation and mould. Hay is typically packed one to two days before dispatch.

3.2 If you are concerned about condensation you may remove the plastic and store the bales as you would ordinary hay.

3.3 If storing outdoors, keep bales off the ground and under cover, and be mindful of punctures or holes in the wrapping.

4. Vehicle access

Please read this section before ordering. Access is the most common cause of additional charges.

4.1 The delivery vehicle

Palletised hay is delivered by 18 tonne rigid lorry as standard. As a guide, a vehicle of this type is typically up to 10 metres long, around 2.55 metres wide (approximately 3 metres including mirrors), and up to 4 metres high, weighing 18,000 kg when loaded. It requires firm, surfaced ground and enough space to turn, and it cannot reverse long distances safely.

If you are unsure whether a vehicle of this size can reach your address, please assume it cannot and select a smaller vehicle under 4.2.

4.2 Requesting a smaller vehicle

If an 18 tonne lorry cannot reach your address, you can request a 7.5 tonne vehicle at checkout. You must select this option when you place your order.

• We can arrange a smaller vehicle for the large majority of addresses.
• An additional charge may apply. We will tell you the amount before the pallet is booked.
• In the rare event that the courier cannot provide a smaller vehicle for your address, we will contact you before booking. You may cancel for a full refund at that point.

We cannot add this request once the pallet has been booked with the courier. If you realise after ordering that you need a smaller vehicle, telephone us immediately on 01352 757777.

4.3 If you do not request a smaller vehicle

If you do not request a smaller vehicle at checkout, and delivery fails or a return visit is required because your address could not accommodate the vehicle sent, the charges in section 6 apply. These can be up to £100 per pallet.

4.4 The driver’s decision on the day

Whether it is safe and lawful to bring the vehicle to your address is judged by the driver at the time of delivery. The driver’s decision is final. A driver declining to attempt access on safety grounds is not a failure of service by Forageplus, and does not entitle you to a refund of the delivery charge.

4.5 Where the vehicle cannot reach your address

Where the driver cannot reach your address, delivery will be made to the nearest point the driver considers safe and legal. This may be a public road, lay-by or entrance some distance from your property. Moving the pallet or bales from that point onwards is your responsibility.

5. Delivery

5.1 Pallets are collected from us weekly, on Wednesdays. Delivery is normally within 4 to 7 working days of collection. During busy periods delivery may take longer.

5.2 Delivery is Monday to Friday, between 9:00 and 18:00. Someone must be present to sign for the pallet. Please ensure someone is available until 18:00 on the delivery day.

5.3 Depots confirm the delivery day but cannot provide an exact time slot. If a timed delivery is essential we can ask the courier to request a narrower window. An additional charge applies and a timed window cannot be guaranteed.

5.4 Delivery outside normal working hours may incur an additional fee.

5.5 Your order will be shipped by Aztek Logistics, Delsol, or another courier of our selection. You may be contacted to arrange delivery. If you have not been contacted within four working days of dispatch, please get in touch with us.

5.6 Drivers unload using a pallet truck. Delivery is to the kerbside or the nearest accessible hard standing. See section 4.5.

5.7 Drivers are not responsible for handling individual bales. Please have help available to unload if you need it. Most drivers will assist where it is reasonable and safe for them to do so.

5.8 Please check your delivery address carefully when placing your order.

5.9 If you ask us in writing to deliver without a signature, we cannot accept liability for loss or damage. Not all couriers will accept unsigned delivery requests.

5.10 No local collection is available on palletised hay orders.

5.11 Please do not order hay if you are unable to take delivery within the timescales above. We are unable to hold stock.

5.12 If you experience any problem with the delivery service or with driver conduct, please contact us promptly so that we can raise it with the courier.

6. Failed deliveries and re-delivery charges

6.1 A delivery is treated as failed where:

• nobody is present to receive and sign for the pallet
• the address given is incorrect or incomplete
• your address cannot accommodate the vehicle sent, and a smaller vehicle was not requested at checkout
• you decline to accept delivery at the nearest accessible point under 4.5

6.2 Where a delivery fails, the courier charges us a re-delivery fee. We pass this charge on at cost, up to a maximum of £100 per pallet. The exact amount depends on your postcode and the courier concerned. We will tell you the amount before re-delivery is arranged.

6.3 Where a return visit with a smaller vehicle is required because one was not requested at checkout, the same charge applies, up to a maximum of £100 per pallet.

6.4 Charges arising from not requesting a smaller vehicle where one was needed are your responsibility.

7. Shipping costs and fuel surcharges

7.1 Estimated delivery costs are shown on each hay product page. Enter your postcode to see the charge for your area.

7.2 Delivery is charged per pallet. Ordering more than one pallet means the charge applies to each.

7.3 Quoted delivery costs include VAT and the current fuel surcharge. The fuel surcharge is set by our courier and is reviewed monthly. It is currently 12 per cent. The figure shown on the product page is an estimate for guidance, and your exact charge is confirmed at checkout.

7.4 Palletised hay never qualifies for free delivery, and free delivery thresholds elsewhere on our site do not apply to hay pallets.

7.5 Delivery to some postcodes is priced on request. Where this applies, please contact us for a quote before ordering.

7.6 Where a shipping cost error occurs at checkout, we reserve the right to correct the amount. We will contact you before dispatch, and you may cancel for a full refund at that point.

8. Cancellations, returns and refunds

8.1 Cancelling before dispatch

You may cancel your order for a full refund at any time before the pallet is booked with the courier. Contact us as soon as possible on 01352 757777.

8.2 Why palletised hay is not covered by the 14 day cancellation right

The distance selling rules that normally give consumers 14 days to cancel an online order do not apply to goods that are liable to deteriorate rapidly. Palletised hay falls into that category, for the following reasons.

Bales are compressed and wrapped for clean transport and easy handling. The wrapping is not an airtight seal. In warm conditions, condensation forms inside the wrapping and the hay can develop mould within a matter of weeks. This is why section 3 asks you to store the bales in a cool, airy place out of direct sunlight, and why we tell you that you may remove the plastic if you are concerned about condensation.

A 14 day period to notify us, followed by a further 14 days to return the pallet, would mean up to 28 days of additional handling, transport and storage. Hay returned on that timescale cannot be resold or safely fed to a horse.

For that reason, palletised hay is not returnable under the 14 day cancellation right. The policy in 8.3 is offered instead, at our discretion.

8.3 Our returns policy for palletised hay

We will accept a return where all of the following apply.

• You tell us in writing within 3 working days of receiving the hay.
• The bales are unopened, unused, unsoiled and in their original wrapping.
• The hay is returned to us within 7 days of us agreeing the return.

Returns outside these conditions cannot be accepted.

A horse declining to eat the hay is not a fault in the product and is not grounds for return, refund or replacement. Our hay is naturally low in sugar and some horses take a few days to accept it. See 1.5.

8.4 How to return hay

You are responsible for both arranging and paying for the return. Please read this before booking anything.

• Contact us first. Do not send hay back without telling us. We will give you the return address, which is the original farm the hay was supplied from, not our Mold address. Hay sent to an address we have not given you may not reach us, and we cannot refund hay we have not received.
• You arrange the carrier. Return carriage on a pallet is substantial and typically similar to the outbound delivery charge. You book it and you pay for it directly.
• Keep your proof of dispatch. The hay remains your responsibility until it arrives, so we recommend a service that provides tracking and proof of delivery.

8.5 Refunds

Refunds are processed after the hay has been received and inspected at the farm.

We refund the price of the hay. The original outbound delivery charge is not refunded, and return carriage is at your cost.

We may refuse a refund, or reduce it to reflect the loss in value, where bales have been opened, used, soiled, exposed to damp, or stored in a way that has damaged them.

8.6 Faulty or misdescribed hay

If the hay is faulty or not as described, you have rights under the Consumer Rights Act 2015, and this section does not limit them. Please contact us within 3 working days of receipt with photographs so that we can assess it quickly. Where hay is genuinely faulty, we will arrange collection or tell you where to send it, and we will cover the return cost.

Natural variation in colour and texture, occasional docks, stalks or thistles, variation in bale weight, and a horse’s preference are not faults. See sections 1.4 and 1.5.

8.7 Nothing in these terms affects your statutory rights.

9. Contact

Forageplus Ltd Unit 10, Broncoed Business Park, Wrexham Rd, Mold, CH7 1HP Telephone 01352 757777