Purchase and Refund Policy

Return & Refund Policy

At KW Farms Hay Co., we take pride in providing premium-quality hay. 

Our goal is to ensure your animals get only the best.

Because hay is a natural product, there will be variations. 

Our intent is to make sure you’re satisfied with your purchase, while keeping our policy fair and practical.

Delivery Customers

• If you come across any bales that don’t meet expectations, simply set them aside and contact us. 
• We will work to offer you the choice of a refund, credit, or replacement bales for the bad bales.
• Refunds or replacements cannot be issued if hay has been stored improperly (e.g., left outside in rain, exposed to moisture, or kept beyond a reasonable time before use).
• If the bales have been accepted and you would like a full refund (entire order) - there will be a $3 per bale restocking fee for pickup

Stack Sale Customers 

• All stack sale purchases are final.
• Stack sales are offered at stack sale pricing. 
• These bales are not individually inspected, and natural variation should be expected.
• While this hay is good quality, it will not be perfect. 
• By purchasing at stack sales, customers acknowledge that no refunds, returns, or exchanges will be accepted.
• Bale pick-up must be confirmed in advance.

Small Pet Feed Customers

• Each Small Pet Feed box is carefully packed by hand with our highest-quality hay. While rare, issues can occur during shipping or due to unforeseen circumstances.
• If your box arrives damaged or unsatisfactory, please contact us within 7 days of delivery with photos so we can make it right.
• Depending on the situation, we may offer:
  • A replacement box (if product was damaged in transit)
  • A partial or full refund
  • A credit toward your next order
• Refunds or replacements cannot be issued if hay has been stored improperly (e.g., left outside in rain, exposed to moisture, or kept beyond a reasonable time before use).

Final Notes

Decisions regarding refunds or replacements will be made in good faith, but final determination rests with KW Farms Hay Co. 

Buyer acknowledges and agrees that they are solely responsible for determining whether any hay or forage product purchased from KW Farms Hay Co. is appropriate for their animal(s). Nutritional requirements vary by species, breed, age, health condition, workload, and individual animal. KW Farms Hay Co. does not provide veterinary, nutritional, or feeding advice and makes no guarantee that any particular hay is suitable for a customer's intended use or livestock.

Buyer assumes all responsibility and risk associated with the selection, storage, handling, and feeding of any hay purchased from KW Farms Hay Co. By purchasing and/or accepting delivery of hay, Buyer releases and holds harmless KW Farms Hay Co., its owners, employees, and affiliates from any and all claims, losses, damages, injuries, veterinary expenses, or liabilities arising from or related to the feeding or use of the hay, except where prohibited by applicable law.

Buyer acknowledges that the health and condition of livestock are influenced by numerous factors beyond the hay itself, including but not limited to overall diet, pasture access, water quality, supplements, medications, management practices, environmental conditions, and pre-existing health conditions. 

All hay is sold AS IS, WHERE IS, with no warranties, express or implied, including but not limited to any implied warranties of merchantability or fitness for a particular purpose. Once hay leaves KW Farms Hay Co.'s possession or is delivered to Buyer, all responsibility for storage, handling, transportation, feeding, and use transfers to the Buyer.