Shipping & Delivery Policy

Last updated: August 2026.

This Shipping & Delivery Policy explains how Prime Hay (“we”, “us”, “our”) prepares, dispatches and delivers orders placed through our online store. It forms part of, and should be read together with, our Terms & Conditions and Returns Policy. By placing an order you agree to the terms below. Nothing in this policy limits or excludes your mandatory statutory rights as a consumer under Portuguese and European Union law.

1. Delivery areas

We deliver to mainland Portugal and Spain. Deliveries to the Autonomous Regions of Madeira and the Azores, and to destinations outside Portugal and Spain, may be available by prior arrangement and are subject to separate confirmation of feasibility, timing and cost. Where we are unable to deliver to a given location, we will inform you and refund any amount paid for the affected items.

2. Delivery methods

At checkout you may select one of the following methods, where it is available for your address and products:

(a) Carrier delivery — “Ship to location – by carrier”. Your order is delivered to the address you provide by an independent third-party carrier. This method is suitable for locations with safe, level and unobstructed access that allows the vehicle to approach and unload. Placement or storage beyond the agreed drop-off point is not included, and unloading and any further movement of the goods is the customer’s responsibility.

(b) Prime Hay Service — “Ship to location – Prime Hay Service”. Delivery is carried out by our own team, who will deliver and place the goods at the position you indicate, where it is safe and practicable to do so. This method offers greater flexibility, may include placement and handling, and is intended for difficult access, remote locations, or where additional handling or storage is required. It is available for delivery addresses within approximately 250 km of our Almeirim or Loulé depot; beyond that radius it remains available on request, subject to an individual quotation.

(c) Local pickup. Where offered, you may collect your order in person from one of our depots (Almeirim / Loulé) at a scheduled time.

3. Delivery charges

Delivery is not charged at a single flat rate. Except where a fixed promotion expressly applies, delivery charges are calculated automatically at checkout on the basis of your delivery location — principally the distance between our dispatch point and your delivery address — together with the delivery method you select and the nature and volume of the goods. The applicable charge is shown to you before you confirm and pay for your order. Certain orders (for example large-volume forage, difficult-access sites, or destinations outside our standard areas) may require an individual quotation, which we will provide before dispatch.

4. Minimum quantities

Large (big) bales of hay or straw are subject to a minimum delivery quantity, as indicated on the relevant product page and at checkout.

5. Order processing & delivery times

Orders are processed on business days, excluding weekends and public holidays in Portugal. Any delivery times shown on our website or at checkout are good-faith estimates only and are not guaranteed. Estimated times run from the moment your order is dispatched, not from the moment it is placed, and may be affected by product availability, order volume, access conditions, carrier schedules and other factors beyond our reasonable control.

6. Scheduling & receipt of goods

For carrier deliveries and the Prime Hay Service, we or the carrier may contact you to arrange or confirm a delivery window. You are responsible for ensuring that you, or an authorised person, are available to receive the goods at the agreed time, and that the delivery details you provide are complete and accurate.

7. Site access, unloading & placement

You are responsible for ensuring safe and suitable access to the delivery address, including adequate and lawful vehicle access, firm and level ground able to bear the delivery vehicle and any handling equipment, and the absence of obstacles that could prevent or endanger delivery. Please inform us in advance of any access limitations. Where access is unsuitable, unsafe, or not as described, delivery, unloading or placement may be delayed, refused, or limited to the nearest safe point, and any additional costs, redelivery or storage arising as a result may be charged to you.

8. Risk & title

Risk in the goods passes to you on delivery — that is, when the goods are handed over or placed at the agreed address or, for local pickup, when they are collected. Where you or your representative fail to take delivery at the arranged time, risk passes at the time delivery was attempted. Ownership of the goods passes to you once we have received payment in full.

9. Inspection, shortages & damage in transit

Please inspect your order on delivery. Any visible damage, shortage or discrepancy should, where possible, be noted with the carrier or our team at the time of delivery, and must in any event be reported to us as soon as reasonably possible and, for visible damage or shortages, no later than 48 hours after delivery, quoting your order number and including supporting photographs. Prompt reporting allows us to investigate and resolve the matter, including with the carrier. This does not affect your statutory rights in respect of goods that are faulty, not as described, or not of satisfactory quality.

10. Failed, refused or missed deliveries

If delivery cannot be completed because no one is available to receive the goods, because access is unsuitable, or because the address information provided is incorrect or incomplete, we or the carrier may (as appropriate) leave the goods at a safe point, attempt redelivery, or hold the goods pending further instructions. Additional delivery, handling or storage costs resulting from a failed or refused delivery that is not attributable to us may be passed on to you.

11. Incorrect or incomplete address

You are responsible for providing accurate and complete delivery details. We are not liable for delays, non-delivery or misdelivery caused by incorrect, incomplete or outdated information supplied by you.

12. Delays & events beyond our control

We are not liable for any delay in, or failure of, delivery to the extent caused by events beyond our reasonable control, including (without limitation) adverse weather, traffic or road conditions, carrier disruption, industrial action, supply shortages, or acts of public authorities. Where such an event occurs, we will take reasonable steps to notify you and to minimise the delay.

13. Deliveries outside Portugal and Spain

For any delivery agreed to a destination outside Portugal and Spain, you are responsible for any applicable import duties, taxes and customs formalities, unless we expressly agree otherwise in writing.

14. Tracking

Where a delivery is made by carrier and tracking is available, we will provide a tracking reference once your order has been dispatched.

15. Depots & contact

Algarve: Sítio da Pedragosa, Barreiras Brancas 8100-229, Loulé. Ribatejo: Estr. Mun. 583 59, 2080-001, Almeirim. hello@primehayinternational.com · +351 926 368 608.

16. Consumer rights, complaints & dispute resolution

Nothing in this policy limits or excludes your mandatory rights as a consumer under applicable Portuguese and European Union law. If you have a complaint, please contact us using the details above so that we can seek to resolve it. As required by Portuguese law, an electronic Complaints Book (Livro de Reclamações) is available, and consumers may also use the European Commission’s Online Dispute Resolution platform. Further details are set out in our Terms & Conditions and in the Complaints Book and Dispute Resolution links in the footer.

17. Governing law & changes

This policy is governed by Portuguese law. We may update it from time to time; the version in force is the one published on this page at the time you place your order.