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.
How to Request a Refund or Replacement:
Please email us at Shaina@KWFarmsHayCo.com within the stated timeframes, including your order number, description of the issue, and photos if applicable. We’ll respond quickly to resolve the matter.