Delivery & Returns

** Extended Christmas Returns **
Buy now and you can return until 15th January 2021!
Please note, animal feeds and other perishable products with a limited shelf life are excluded from our Extended Christmas Returns policy.

Delivery


Estimated Delivery Dates

Most delivery options will show an estimated delivery date at the checkout. Whilst the vast majority of orders arrive by their estimated delivery date, please be aware that we, and our couriers, do sometimes experience unforeseen delays. The delivery estimate shows your most likely delivery date but it is not guaranteed.Please treat your delivery estimate as an estimate, not as a guarantee.

General Information

Please be aware all DPD orders require a signature (or a photograph during COVID-19 social distancing) upon delivery (unless you have given  a safe place instruction for it to be left at your own risk). If there is no one in to take delivery and a safe place has not been selected, an automatic re-delivery will be attempted the next working day. If for a second time the delivery cannot be made, you can still use the tracking options to make further arrangements. If no attempt is made to make further arrangements, the order will returned to us. If the order is returned to us after the second attempt, we will incur a return delivery charge which may be passed on to the customer (deducted from your refund).

Rates & Charges


Small Parcel Rates (up to 2Kg) - ALL UK

£3.75 Per Parcel

Max weight 2Kg. Size restrictions and some Royal Mail "prohibited item" restrictions also also apply. 

 

Standard Parcels - UK Mainland (excluding areas of low parcel volumes*)

£6.95 Per Parcel (subsequent parcels in the same order charged at £4.95)

Each parcel can weigh up to 25Kg but size restrictions also apply.

Large or heavy items (weighing 15Kg or more) may need to be packed separately and could require a separate parcel from other items orderd.

N/B For Postcodes AB31, AB33-35, AB40-54, PH4-18 & PH27-29, the above prices apply but the DPD service can sometimes take 2 working days rather than one.

For Postcodes AB36-38, AB55-56, KF17-21, IV39, IV52-54, IV63, KW1-14, PA21-40, PH19-26, PH30-41, PH49-50, Northern Ireland, all UK surrounding islands and other delivery options, please see the delivery rates below.

Parcel Rates - Scottish Highlands & Northern Ireland


* £14.95 per parcel. Each parcel can weigh up to 25Kg but size restrictions also apply. Large or heavy items (weighing 15Kg or more) may need to be packed separately and could require a separate parcel from other items orderd


Parcel Rates - UK Surrounding Islands

Excludes Isle Of Wight (for Isle of Wight use UK Mainland rates above)

 * £17.95 per parcel. Each parcel can weigh up to 25Kg but size restrictions also apply. Large or heavy items (weighing 15Kg or more) may need to be packed separately and could require a separate parcel from other items orderd


Large Items

For courier delivery, large items which exceed the standard parcel size carry an increased delivery charge of £10 per parcel on top of the usual parcel rate.

This surcharge is levied by our couriers. It does not apply to other delivery methods, e.g. Pallet Delivery, Burnhills Own Van Delivery & In-Store collection.

 

Pallet Delivery Rates (Aprox 3 Working Days)

All Pallet orders require a signature on delivery so you must ensure that someone is available to take delivery.  Please be sure to provide a telephone number. The haulier will call you to arrange a delivery day with you with you. If they cannot get hold of you, your delivery will not take place.

Please be aware if you have no means of off loading the pallet/s (e.g. a forklift truck) the driver is only permitted to off load the whole pallet/s using a pump truck and tail lift to the threshold of the delivery address.

If you are purchasing bags of feed, rather than bales of bedding or chops, we may be able to fit more onto a pallet than the website will allow. If you wish to order more than 20 bags, please call us to place the order. If you order online and are charged for more pallets than are required, we will refund you any overpaid delivery charge.

 
Burnhills Own Van Delivery Service (Local Only - Any Weight)

Please click here for more details >>


Parcel Rates - Europe (EU)

* Each parcel can weigh up to 25Kg but size restrictions also apply. Large or heavy items (weighing 15Kg or more) may need to be packed separately and could require a separate parcel from other items orderd

Returns

Please note that we do not currently operate a free returns service. If you with to return an item, you will need to make your own return delivery arrangements and you will be responsible for the cost of return postage.

You must notify us of your intention to return, and also return the item to us, in an unused state and in the original packaging within 30 days of receipt.

Should you wish to return a product, simply follow these steps:

1) Email - Send an email to sales@burnhills.com within 30 days of receiving your order. Within the email please include your name, the order number, the product to be returned and a brief reason for the return.
2) Package* - Place the unused goods into the original packaging then package them safely and securely ready for posting, include a copy of the returns email and/or order confirmation.
3)Post - Attain the relevant insurance from your chosen shipper (i.e. Post Office) to cover any loss or damage which could occur in transit as we can not be held responsible for this.

The return parcel will need to be received by us within 30 days from when you received the item from us.


Once we receive the goods they will be checked over and if found to be satisfactory a refund will be issued for the product/s.

*Please be aware, to receive a full refund the goods must be returned to us in an unused state and in the original packaging so extra packaging may be required to prevent damage during transit. Please do not stick tape or postage labels directly to the product or to the original product packaging.

Exchanges
If you wish to exchange an item then please re-order the replacement item through our website and we will despatch this as soon as possible. You can then return the incorrect item to us as per our returns guide.

Please see our Terms & Conditions for more information.

Orders Placed Via eBay

For orders placed via eBay. Please check our returns policy (e.g. 30 Days / Buyer pays) on the item you purchased. This can be found towards the bottom of the product listing page.

eBay Returns
Please use eBay’s Managed Return Service (find the order in your purchase history and click “Return This Item”). eBay will provide you with a postage label at a reasonable price. Once we’ve received your return parcel we will issue a refund.

eBay Exchanges (Different size required e.t.c)
Please use Ebay’s Managed Return service (find the order in your purchase history and click “Return This Item”) to return the incorrect size, then place a new order to buy the correct size (either via eBay or our own website). We will refund your original purchase once we receive your return parcel. eBay will provide you with a postage label at a reasonable price. Please note, eBay's Managed Returns Service does not cater for exchanges, therefore please return the incorrect item for a refund and place a new order for desired replacement.


Orders Placed Via Amazon

Amazon Returns

Click here for details >>


Amazon Exchanges

Please return the item for a refund as above and then place a new order for the desired replacement. 

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