Returns & Refunds Policy

Last Updated: November 2025

Our Commitment

At Hensting Alpacas, we take pride in the quality of our products. If you're not completely satisfied with your purchase, we're here to help.

14-Day Return Window

You have 14 calendar days from the date you receive your item to initiate a return. To be eligible for a return, your item must be:

• ✓ Unused and in the same condition that you received it
• ✓ In the original packaging
• ✓ With proof of purchase (order confirmation email or receipt)

Products Eligible for Return

• Alpaca Fleece & Wool: Must be unused, unwashed, and in original sealed packaging
• Peru Products: Clothing, accessories (hats, gloves, scarves) - unworn with tags attached
• Soft Collectibles & Gifts: In original condition and packaging
• Craft Kits: Unopened and unused

Non-Returnable Items

The following items cannot be returned:

• ✗ Alpaca Fertiliser (liquid or dry) - hygiene reasons
• ✗ Bird Nesting Material - once opened
• ✗ Used or damaged fleece/wool products
• ✗ Items without original packaging
• ✗ Gift vouchers or digital products

How to Initiate a Return

1. Contact Us: Email info@alpacas-hampshire.co.uk or call 0333 050 4012
2. Provide Details: Include your order number, item(s) you wish to return, and reason for return
3. Receive Instructions: We'll provide a return address and any specific instructions
4. Ship the Item: Package securely and send via tracked delivery

Return Shipping Costs

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the original delivery cost will be deducted from your refund.

Tip: We recommend using a trackable shipping service and purchasing shipping insurance for items over £30.

Refunds

Once we receive your return, we will inspect it and notify you of the approval or rejection of your refund.

• Approved: Your refund will be processed within 7 working days to your original payment method
• Rejected: Items not meeting our return criteria will be returned to you at your expense

Damaged or Defective Items

If you receive a damaged or defective item:

1. Contact us within 48 hours of delivery
2. Provide photos of the damage/defect
3. We will arrange a replacement or full refund including shipping
4. We will cover all return shipping costs for damaged/defective items

Exchanges

We only replace items if they are defective or damaged. If you need to exchange a defective/damaged item for the same product, email us at info@alpacas-hampshire.co.uk

Collection Available

If you're local to Hampshire, you may be able to return items in person at our farm shop:

Hensting Alpacas
Itchen Valley Country Park, Allington Lane
West End, Southampton SO30 3HQ

Please call ahead to arrange collection: 0333 050 4012

Questions?

If you have any questions about our returns policy, please contact us:

• 📞 Phone: 0333 050 4012
• 📧 Email: info@alpacas-hampshire.co.uk
• 📍 Address: Hensting Alpacas, Itchen Valley Country Park, Allington Lane, West End, Southampton SO30 3HQ

This returns policy applies to purchases made through our online shop at www.alpacas-hampshire.co.uk. For alpaca purchases (livestock), different terms apply - please refer to our Alpacas for Sale terms.