Effective date: 23 August 2026
1. Perishable products
Many Hennex Farm products are fresh or perishable. For food-safety reasons, we generally cannot accept a change-of-mind return after a perishable product has been delivered and accepted. This restriction does not apply when a product is defective, spoiled or unfit at delivery, incorrect, missing, materially different from its description, or otherwise eligible for a remedy under applicable law.
2. Eligible issues
Please contact us if:
- The product arrived damaged, leaking, spoiled, or unsafe.
- You received the wrong product or quantity.
- An item shown as delivered is missing.
- The product is materially different from its description or agreed characteristics.
- Delivery occurred materially later than the stated schedule, except where delay resulted from circumstances beyond reasonable control.
3. Reporting an issue
Email hennexpoultry@gmail.com as soon as possible and, for fresh or perishable products, preferably within 24 hours of delivery. Include your order number, a description of the issue, and clear photographs where relevant. The 24-hour request helps us assess freshness-related issues and does not limit rights available under applicable law.
4. Resolution
After reviewing the issue, we may offer a replacement, refund, or another appropriate remedy. Availability, the nature of the issue, and your legal rights will determine the remedy. Do not send perishable goods back unless we specifically instruct you to do so. Where an eligible return is requested by us, we will provide instructions and will not charge return shipping for a defective, incorrect, or misdescribed product.
5. Refund processing
Approved refunds will be issued to the original payment method where possible, or through another mutually agreed method. We will initiate the refund within a reasonable period after approval. Your bank or payment provider may require additional time to credit the amount.
6. Non-eligible requests
Subject to applicable law, a refund or return may be declined for change of mind after delivery, incorrect storage or handling after delivery, normal natural variation, damage caused after delivery, or an issue reported without enough information for us to assess it.
7. Contact us
Send return or refund requests to hennexpoultry@gmail.com with your order number.