UNIBED High Performance Equine Bedding – Refund & Returns Policy

Effective Date: 20th August 2025

At UNIBED, we are committed to providing high-quality equine bedding. However, due to the nature of our product and supply chain, certain variations and issues may arise. This policy outlines our approach to returns, refunds, and liability to ensure transparency and fairness. The below policy is actionable within 60 days from receiving your ordered goods. By purchasing from us, you agree to the following terms.

1. Returns & Refunds Eligibility
   We accept returns and refunds in the following circumstances:
   1.1 Damaged in Transit
   If your order arrives with external damage to the packaging but the bedding remains usable, we do not offer refunds or replacements.
   If the product is significantly damaged and deemed unusable, please contact us within 48 hours of delivery with photos of the damage. We will assess whether a replacement or partial refund is appropriate.
   1.2 Product Quality Concerns
   Due to the natural variations in raw materials, some batches may differ in appearance, texture, and dust levels. These variations do not constitute grounds for a refund.
   If you believe the product is poor quality or defective, contact us within 14 days of delivery with a detailed description and supporting evidence (e.g., photos). We will assess the issue and, if deemed appropriate, offer a partial refund, replacement, or alternative resolution.
   1.3 Foreign Objects & Contamination
   While we take every reasonable precaution to ensure the safety of our bedding, it is produced from natural materials and processed in an industrial environment. There is a small risk that foreign objects (e.g., small pieces of plastic, metal, or other debris) may be present.
   Customers are responsible for inspecting bedding before use and removing any foreign objects.
   If you find a foreign object, stop using the product immediately and contact us with photographic evidence within 7 days of delivery. We will investigate and, if appropriate, offer a partial refund, replacement, or alternative resolution.
   We are not liable for any injury, damage, or financial loss caused by undetected foreign objects. Customers use our bedding at their own risk.
   1.4 Dust Sensitivity & Respiratory Concerns
   UNIBED High Performance Equine Bedding is designed to be low-dust, but as a natural product, dust levels may vary between batches.
   If your horse is particularly sensitive to dust or has pre-existing respiratory conditions, we recommend taking appropriate precautions (e.g. dampening the bedding or consulting with a veterinarian before use).
   We do not accept returns or offer refunds based on dust levels unless the product is deemed defective.
   We are not liable for any health issues, including respiratory conditions or coughing, that may arise from the use of our bedding.
   1.5 Customer Preference
   Bedding preference is subjective. If you find the product unsuitable for your horse but it is not defective, we do not offer refunds or exchanges for this reason.
2. Delivery & Third-Party Hauliers
   We use third-party hauliers for deliveries. While we strive for timely and efficient service, we are not responsible for delays, poor communication, or other issues caused by third-party couriers.
   If your order is delayed, we will assist in resolving the issue but cannot offer refunds due to courier delays alone.
   If a delivery attempt is made and you are unavailable or have provided incorrect details, re-delivery charges may apply.
3. Storage & Handling Responsibility
   Once delivered, it is the customer’s responsibility to store the product correctly. We do not accept returns or refunds for damage caused by improper storage (e.g., exposure to moisture, contamination, or incorrect handling).
4. Cancellations & Order Amendments
   If you wish to cancel or amend an order, you must do so before dispatch. Once the product has left our facility, cancellations may not be possible, and return shipping costs may apply.
5. Liability Limitations
   We are not liable for any indirect losses, including but not limited to loss of use, loss of income, or costs incurred due to dissatisfaction with the product or delays in delivery.
6. Force Majeure
   We are not responsible for delays, damages, or failures to deliver due to events beyond our control, such as extreme weather, transport disruptions, or supply chain issues.
7. Complaints & Dispute Resolution
   If you are unhappy with our resolution process, you can escalate your complaint to a manager or request a further review.
   Any disputes will be handled in accordance with UK consumer laws (or the applicable jurisdiction if different).
8. Returns Process
   If your claim meets our eligibility criteria:
   Contact us at info@unibedbedding.co.uk within the specified timeframe.
   Provide your order number, description of the issue, and supporting evidence.
   If approved, we will provide instructions for a return or arrange a suitable resolution.
   Refunds (if applicable) will be processed within 14 days of approval.
9. Non-Returnable Items
   Used or partially used bedding.
   Products reported as faulty after the specified timeframe.
   Items returned without prior authorization.
10. Policy Updates
    We reserve the right to amend this policy at any time. The latest version will always be available on our website.
    For any queries, please contact Commercial & Operations Director Jessica – jessica.vickers@unibedbedding.co.uk