Refund policy

RHYNDASTON ALPACAS – REFUND & RETURNS POLICY (UK ONLY)

Last updated: 26/01/26

1. Overview

This Refund & Returns Policy applies to purchases made through the Rhyndaston Alpacas online store.

Please read this policy carefully. If you have any questions, contact us at info@rhyndastonalpacas.co.uk.

2. Your Rights Under UK Law

If you are a consumer (not purchasing for business purposes), you may have the right to cancel your order within 14 days of receiving the goods, under the Consumer Contracts Regulations 2013.

This right does not apply to certain goods, including:

  • personalised or bespoke items

  • perishable goods (e.g., items that could expire)

  • sealed goods that are not suitable for return for hygiene reasons once opened (e.g., certain personal care items)

  • goods that become mixed inseparably with other items after delivery

  • goods that are clearly customised to your specifications

3. Returns & Refunds – Standard Products

3.1 14-Day Cancellation Period

If you wish to cancel an order within 14 days of receiving the goods, please contact us at info@rhyndastonalpacas.co.uk.

You must return the goods to us in the same condition in which you received them, unused, with all original packaging and tags.

3.2 Refund Process

Once we receive and inspect the returned goods, we will:

  • issue a refund to your original payment method

  • process refunds within 14 days of receiving the returned goods

Refunds may take additional time to appear in your account depending on your payment provider.

3.3 Return Shipping Costs

Unless the goods are faulty or not as described, return shipping costs are your responsibility.

4. Faulty or Incorrect Items

If your goods are faulty, damaged, or not as described, please contact us within 30 days of delivery.

We will:

  • provide a replacement, or

  • issue a full refund, including original shipping costs, or

  • offer a repair (if appropriate)

5. Exchanges

We do not offer automatic exchanges. If you would like a different size or item, please return the original item under the returns process and place a new order.

6. How to Return Items

To return an item:

  1. Email info@rhyndastonalpacas.co.uk with your order number and reason for return

  2. Pack the item securely in its original packaging

  3. Ship the item back to us at:

Rhyndaston Alpacas
Little Rhyndason, Hayscastle, Haverfordwest, Pembrokeshire, SA62 5PT

We recommend using a tracked shipping service as we cannot be responsible for lost returns.

7. Non-Returnable Items

The following items cannot be returned unless faulty:

  • personalised or bespoke products

  • perishable goods

  • opened or used goods where hygiene or safety reasons apply

8. Cancellation Before Delivery

If you wish to cancel your order before it has been dispatched, please contact us as soon as possible. If your order has already been dispatched, you will need to follow the returns process.

9. Refunds for Digital Products

If we offer any digital products in future (e.g., downloads, e-books), refunds are not available once the product has been accessed or downloaded.

10. Questions

If you have any questions about returns or refunds, contact us at:

info@rhyndastonalpacas.co.uk