These terms and conditions apply to all retail orders placed on our online store. By visiting The Hen Planner website you accept and agree to the terms and conditions below.
We reserve the right to amend our terms and conditions at any time and it is your responsibility to regularly read through them prior to purchase.
We reserve the right to refuse to supply any individual or company. The supplier of the goods featured is The Hen Planner, 39 Wood Hill Road, Leeds, LS167BZ.
The Hen Planner only supplies goods to adults. Under 18’s may not order online without the permission and supervision of an adult.
All prices on the The Hen Planner website are quoted in Pounds Sterling (£)
The Hen Planner reserves the right to amend or increase any prices at its own discretion without notice. A delivery fee will be added to all orders prior to payment unless the order meets the Free Delivery conditions (see Shipping for details). The Hen Planner endeavours to have accurate pricing and descriptions for all products and services it provides.
The Hen Planner requires payment in full prior to dispatch. We currently accept all Visa and Master Cards, debit cards, Maestro via our secure Stripe payment gateway and PayPal. You will be given payment options on check out.
All your details are protected and we take every measure possible to ensure a secure transaction. See our Privacy Policies for further details.
You are entitled to cancel any payment at any time where fraudulent use has been made of your credit or debit card by another person not acting on behalf of you or as your agent and to be re-credited by us to the extent that such sums are not reimbursed by the card issuer in such circumstances.
We aim to dispatch all orders within 2-3 working days from receipt of payment, subject to stock availability.
For general public customers, we will nominate the most suitable delivery option and, where appropriate, use a courier. For some addresses it may be more efficient to send your order via the Post Office. We will always inform you if this is the case. Delivery will take 2-3 days from dispatch.
In the event of items being out of stock or unavailable, we reserve the right to dispatch part orders. Back orders will be dispatched when the goods become available again. You will be advised of this when you place your order or by email.
When placing your order with The Hen Planner should you request the parcel to be left without a signature (i.e Garage, back garden, shed etc) you shall be liable should the parcel not be received. The Hen Planner cannot take any responsibility should the order not be received, we recommend for all orders a signature is obtained.
Should you refuse to sign for your package within this 14 day period you will be liable for any cost incurred by us for the goods being returned back.
We cannot be held liable for any loss including consequential loss if a product does not arrive on time.
Should your order be returned back to us by our courier due to a refusal to accept the goods, non-delivery caused by the incorrect address being given, or non-collection of your goods from our courier, we will recover our costs in the return of your order which will be charged at €10.00 per parcel.
Change or Cancel an Order
We aim to process orders in the best possible time and pride ourselves in being able to offer a quick turnaround service. For this reason we have strict limitation on changes or cancellations once your order has been placed.
If your order has not yet been processed by our warehouse you may add to it without any problems. You may also cancel your order at this stage and receive a full refund. However, if your order has already been processed and passed to our warehouse, you will have to place a new order for any additions you may need and we will not be able to send both your orders out together, therefore you will incur another delivery charge. Cancellations at this stage may be subject to an administration fee and refunds may not be made in full.
Should you wish to cancel your order after it has been dispatched you will need to follow our returns procedure. You will also be liable for all return delivery costs, administration fees and your delivery fees will not be refunded.
Missing, incomplete or damaged orders
If your order does not arrive in the specified time or arrives incomplete and our confirmation email or the paperwork included with the package does not give a satisfactory explanation, please inform us within 3 working days and we will endeavour to rectify the situation immediately. You can email us at firstname.lastname@example.org
If any goods arrive damaged, please review our Replacements or Returns section below or email us on email@example.com. Please note that if you accept a damaged parcel knowingly, the damage must be specified on the courier driver’s signature terminal for our records.
If your order has failed to arrive within 14 working days from the date of placing your order it is deemed by us as lost. Should you fail to report to us that your parcel has not arrived within this time and we have a signature of delivery from our courier we will be unable to claim for loss of the item from our courier and therefore unable to replace your goods.
In the very unlikely event that your order is not received and is “lost in the post”, please contact us and we will undertake a thorough investigation as to how and why the item has been lost. Once we are able to establish that the item is definitely lost we will redeliver the goods, this may take up to 30 days from the date of posting.
However should you wish us to dispatch your order again at once you will have to accept responsibility for of the cost of this until your claim has been completed by our courier. Any failure to co-operate with us or our courier during this investigation could jeopardize your claim for loss. Should your missing order arrive and you fail to inform us within 7 days of delivery to you then you will be liable for the cost of both the original and replacement order.
Returns and Refunds
We hope that you will be delighted with all the goods you receive but, if for any reason you are dissatisfied, simply contact us within 7 working days of receipt, to arrange returning the items.
Please note we can only accept the return of items in an unused and resalable condition, exactly how they were received. Unless the items are being returned due to damage, fault or receipt of items not ordered.
For instructions on how to return items please contact us via email at firstname.lastname@example.org.
Refunds or replacements will only be processed once we have received the good back at our premises. Return postage will only be refunded in the case of a replacement due to damage, fault or receipt of items not ordered. Please include the receipt for the return delivery charge within the package or scan and email us a copy to email@example.com
This returns policy does not affect your statutory rights. Any refunds will be made within 30 days from notification to us and in accordance to our terms and conditions. You are entitled to cancel any payment at any time where fraudulent use has been made of your credit or debit card by another person not acting on behalf of you or as your agent and to be re-credited by us to the extent that such sums are not reimbursed by the card issuer in such circumstances.