Forageplus Hay Pallet Orders – Customer Information & Terms and Conditions

 

1. Product Specification

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

• Meadow hay contains a diverse range of grasses and natural variation in colour and texture.

• Timothy hay is a purpose-sown crop.

• Bale weights are approximate and may vary with moisture content.

• The compressing process may alter appearance compared to loose bales.

1.2 – The hay is naturally low in sugar. Horses accustomed to higher-sugar forage may take a few days to adjust.

• We recommend mixing with your existing hay and transitioning gradually.

• No refunds will be given if your horse is reluctant to eat this hay due to its low sugar content.

1.3 – Please note: Hay is a natural product and will vary between batches.

• Images shown online represent previous batches; current stock may differ.

• Meadow hay may contain occasional plants like docks, stalks, or thistles, which is part of its natural diversity and not a fault.

• Timothy hay typically has minimal variation.

1.4 – The outer packaging and bale wrapping may vary to reduce plastic use.

• Wrapping is designed for clean transport and easy handling, not airtight sealing.

• Damage to wrapping in transit is not grounds for refund or replacement.

• If storing outdoors, keep bales off the ground and under cover.

1.5 – While we take great care during harvesting, occasional natural debris (e.g., small twigs or insects) may be present. This is an inherent aspect of working with natural meadow hay.

2. Storage

2.1 – Store hay in a cool, airy place, out of direct sunlight to prevent condensation and mould.

• The hay is typically packed 1–2 days before dispatch.

• If concerned about condensation, you may remove the plastic and store like regular hay.

2.2 – Each bale is individually wrapped for convenience.

• These small bales are easy to move and clean enough to transport in your vehicle.

• Be mindful of punctures or holes if storing outside.

2.3 – You may request unwrapped hay by phone or at checkout.

• Forageplus is not responsible for any damage to unwrapped bales during transit.

3. Delivery

3.1 – Delivery typically takes 4–7 working days. Someone must be present to sign for the pallet.

• During busy periods, delivery may take longer.

3.2 – Standard delivery is during working hours. Out-of-hours delivery may incur an additional fee.

3.3 – The shipping company will be Aztek Logistics, Delsol, or another selected courier.

• You may be contacted to arrange delivery. If not contacted within four working days, please get in touch with us.

3.4 – Delivery vehicles are usually 18-tonne wagons (not guaranteed to be 7.5-tonne).

• If your location can’t accommodate an 18-tonne vehicle, delivery will be made to the nearest suitable area.

3.5 – Drivers use pallet (pump) trucks.

• If the ground is unsuitable, the pallet will be left as close as possible to your address.

• You are responsible for arranging onward movement of the bales.

3.6 – Drivers are not responsible for handling individual bales.

• Please have help available to unload if needed. Most drivers will assist where reasonably possible.

3.7 – If you experience any issues with delivery service or driver behaviour, please contact us promptly.

3.8 – If delivery is attempted but no one is present to receive it, a £15 re-delivery fee may be charged.

• Please ensure your delivery address is correct when placing your order.

3.9 – If you request delivery without a signature (in writing), Forageplus cannot accept liability for loss or damage.

• Not all couriers will comply with unsigned delivery requests.

3.10 – Delivery depots confirm delivery days but cannot provide exact time slots.

• Please ensure someone is available until 6 p.m. on the delivery day.

3.11 – Website errors in shipping cost calculation may be corrected.

• Hay pallets never qualify for free shipping.

• Local pickup is not available for palletised hay.

3.12 – Delivery times are usually between 9:00 a.m. and 6:00 p.m., Monday to Friday.

• We cannot guarantee specific delivery time slots.

• If a timed delivery is essential, we can contact the courier to request a narrower time window.

• Please note: any specific time request may incur an additional charge.

4. Shipping Costs & Charges

4.1 – Estimated shipping costs are shown on each product page under the ‘deliveries’ tab.

• Prices may vary due to seasonal fuel surcharges.

• Please confirm shipping costs with us if uncertain.

5. Returns

5.1 – Orders may be cancelled for a full refund up to the point the pallet is booked with the courier.

• After that, refunds are only possible if the product is faulty and will incur return delivery and handling charges.

5.2 – You may return hay for a full refund if it is unopened, unused, unsoiled, and in original packaging, and if you notify us within 3 working days of receipt.

5.3 – You must arrange and pay for the return shipping to our supplier.

5.4 – Refunds will be processed after inspection.

• Refunds do not include original shipping unless the hay is not as described.

• Horses refusing to eat the hay is not a valid reason for refund.