1. General approach
We want every customer to be satisfied. Because our products include live animals, custom construction, and perishable fodder, refunds and returns are handled on a case-by-case basis as described below.
2. Cow shed construction
- Before work begins: if you cancel after paying a deposit but before materials are purchased or labour begins, we will refund your deposit minus any site assessment or drawing fees already incurred.
- After work begins: once construction has started, deposits and progress payments are generally not refundable, but we will work with you to pause or reschedule the project where possible.
- Defects: we will repair any construction defect caused by our workmanship within 30 days of handover, provided the issue is reported promptly and is not caused by misuse, weather damage, or unauthorised modifications.
3. Dairy cattle sales
- Before collection: if you cancel an order before the animal leaves our farm, we will refund any deposit or payment minus reasonable holding and feeding costs.
- After collection: live animal sales are final once the animal leaves our farm, unless a serious health issue was present at the time of sale and is reported with veterinary evidence within 48 hours.
- Inspection: we strongly encourage buyers to inspect animals in person or request a video before payment to avoid disputes.
4. Napier grass and fodder
- Fresh cuts and splits: because Napier grass is perishable, orders cannot be returned or refunded once delivered or collected. Please inspect your order at delivery.
- Non-delivery: if we fail to deliver an agreed order, we will offer a full refund or reschedule delivery at your choice.
5. Training and consultations
- Cancellation by you: if you cancel a training session or farm consultation more than 24 hours in advance, we will refund any prepaid fee in full. Cancellations within 24 hours may be refunded at our discretion.
- Cancellation by us: if we cancel a session, you will receive a full refund or credit for a rescheduled date.
6. How to request a refund
Contact us on WhatsApp at 0700 289 214 or email farmhousedairy599@gmail.com with your name, order details, and reason for the request. We aim to respond within 2 business days.
7. Processing time
Approved refunds are processed through the same payment method used for the original payment where possible. Mobile-money refunds are usually completed within 3–5 business days; bank transfers may take longer depending on the bank.