We accept payments by Paypal and all the major credit/debit cards via the secure payment providers Square, Global Payments and Stripe. We also accept Apple Pay and Google Pay via Stripe . 

Cancellation Please contact us by email to cancel an order. A restocking fee of 5% will be charged for livestock orders that are cancelled by the customer to cover payment fees, admin expenses and the costs of feeding and caring for reserved stock from the date of order until it can be resold. A restocking fee of 5% will apply to orders for eggs, poultry equipment and supplies that are cancelled by the customer to cover payment fees and admin expenses. The restocking fee will be deducted from the refund. 

Goods: Customers have up to 14 days to cancel orders after they have been placed. If goods have already been dispatched, they must be returned within 14 days in an unused and resaleable condition to receive a refund. Please note that hatching eggs cannot be cancelled after they have been dispatched and, as they are perishable goods, they cannot be returned.

Livestock: If you wish to return livestock purchased from us, we have a 48-hour return policy in which we offer a replacement or refund. Please note, we will not replace or refund customers for birds that have been pecked or wounded by their flock.

Hen Holidays: We ask for a non-refundable deposit of £30 to confirm your booking, and the remaining balance is due when you collect your hens. If you need to cancel your holiday for any reason, your deposit can be transferred to a future date, providing 14 days notice of cancellation is given.   

 

Courses: Bookings can be transferred or cancelled (subject to a 5% cancellation fee) providing that 7 days notice is given.

Returns Customers have up to 14 days after the dispatch date in which to request a return and refund. Before returning any products please contact us by email. Return postage is the responsibility of the sender. Items must be returned in an unused and resaleable condition to receive a full refund. This excludes hatching eggs which are perishable goods.

Faulty Items If you receive a faulty item, please contact us by email on receipt of the goods. We will either ask for evidence of damage or arrange collection of the item. A replacement item or refund will be issued depending on the product.

Hatching Eggs Durham Hens guarantee that our eggs will reach you intact but cannot guarantee that hatching eggs will hatch. We have no control over what happens to them once they leave here. We cannot prevent broody hens leaving the nest, the use of badly calibrated incubators, incubator malfunction, power cuts, boxes being dropped, etc. all of which will affect the viability of eggs. However, we constantly monitor fertility and hatch rates in our professionally calibrated incubators to ensure that the fertility and hatch rate of our eggs remains high. We only send out eggs from breeding pens that candle between 80% and 100% fertile. We do everything we can to protect fertile eggs by storing at the correct temperature and rotating them frequently. We dispatch them in boxes with foam inserts designed for this purpose, and use 'fragile' tape. On our website, we provide a Hatching Guide to help you achieve the best results. Please note that orders for eggs cannot be cancelled once they have been dispatched and they cannot be returned because they are perishable goods.

Durham Hens is committed to ensuring that your privacy is protected and to processing data in accordance with its responsibilities under GDPR. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.

Durham Hens may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.

We may collect the following information:

Name and payment details

Contact information including email address

Demographic information such as postcode and preferences

Other information relevant to customer surveys and/or offers

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

To process your order and obtain payment

Internal record keeping

We may use the information to improve our products and services

We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided

From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, telephone, or mail. 

Personal information will not be stored any longer than the legal requirements for accounting purposes for the business. 

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.

You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

We may analyse your browsing behaviour to draw inferences and create profiles about your personal preferences and behaviours. We may then use such information for the purposes described below;

(a) Served by us

We may use your information (including profile data) to serve you with advertising, which is relevant to you, on our websites and the websites of third parties.

(b) Served by third parties on our websites

Advertisers or other third parties using our website may also engage in behavioural advertising and use cookies and web beacons in the manner described above. We do not control these advertisers or other parties' use of cookies or web beacons or what they do with the information they collect.

(c) Served by third parties on third party websites

We may provide your personal information (including profile data) to third parties who may then use it in combination with personal information that they have collected from you to serve you with relevant advertising on third party websites.

You may choose to restrict the collection or use of your personal information in the following ways:

We will not sell, distribute or lease your personal information to third parties unless we are required by law to do so. 

You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you please write to us.

If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible. We will promptly correct any information found to be incorrect.