Returns & Refunds
How returns, refunds and exchanges work.
Last updated: August 2026. Not quite right? Here’s how returns, refunds and exchanges work.
1. Return window
You can start a return within 14 days of receiving your order, in line with Portugal’s consumer-protection rules (Decree-Law No. 24/2014).
2. Condition of items
Returned items must be unused and in their original packaging, in the same condition you received them. We may decline a refund for items that show signs of use or damage.
3. Refunds
Once we receive and inspect your return, we’ll let you know whether it’s approved. Approved refunds are processed within 10 business days to your original payment method.
4. Exchanges
We replace items that are defective or damaged. To arrange a replacement, email hello@primehayinternational.com.
5. Return shipping
Return shipping costs are the customer’s responsibility, except where the product is defective. We recommend a trackable service so your return can be confirmed as delivered.
6. Contact
Questions about a return? Email hello@primehayinternational.com or call/WhatsApp +351 926 368 608.
← Back to contactHay quality — what to do if something isn't right
Hay is a natural product. We select every batch carefully and have it analysed in an accredited laboratory, but a bale is pressed tight: something inside it can be wrong without any sign of it on the outside. Nobody can see through a closed bale — not you, and not us. So if you open a bale and it isn't right, we take that seriously and we don't argue about it.
What we ask you to do
- Set that bale aside if you can. If you have another bale, open that one instead and leave this one as it is. If it is the only hay you have, tell us straight away and we will work it out with you — we would never leave a horse without forage.
- Take clear photos of the problem itself — and one of the bale it came from. Good photos tell us more than any description, and they let us trace the batch.
- Send them by WhatsApp or email. Ideally within 24 hours of delivery. If you only discover it when you open a bale later on, tell us then — that happens with a natural product, and it does not count against you.
What we do
We look at every case individually — what we see on the photos, which batch it came from, and how much hay is affected. Depending on that we replace the bale or give you a discount on your next order. You hear back from us quickly, and you deal with a person, not a form. We are here to take care — with care.
WhatsApp: +351 926 368 608 · Email: hello@primehayinternational.com
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