Delivery 

Once payment has cleared, we aim to dispatch most poultry equipment, supplies and hatching eggs within one working day. Hatching eggs are sent using Royal Mail Tracked 24, heavier parcels using Royal Mail Tracked 48, and small items such as leg rings using Royal Mail 2nd Class postage. Some large or bulky items are available for collection only.

Delivery times are estimates, not guarantees, and may be affected by circumstances outside our control, including delays by delivery companies.

Payment Methods

We accept PayPal and all major credit and debit cards through our secure payment providers, Square and Stripe.

Cancellation of Order  

Please contact us by email if you wish to cancel an order. If you cancel an order for livestock or hatching eggs, we will deduct 5% from the refund to help cover non-refundable payment processing and administration costs, as well as a small proportion of the additional costs associated with reselling livestock and providing feed and care while birds remain unsold. Because hatching eggs are perishable, we may not be able to resell them due to their limited shelf life.

Orders cancelled by Durham Hens for any reason will be refunded in full.

Livestock  

If you have concerns about livestock purchased from us, please contact us by email as soon as possible. We offer a 48-hour replacement or refund policy. However, we cannot accept responsibility for injuries caused by a customer's flock, predator attacks, or other problems arising after collection that are outside our control.

We will replace any bird sold with a physical defect, such as a twisted beak, that was present when the bird was sold but was not identified at the time.

We cannot guarantee that hens will lay.

Courses  

Please contact us by email if you wish to cancel or transfer a course booking. Please give at least seven days' notice of cancellation to qualify for a full refund. If Durham Hens cancels a course, customers may choose a transfer to another course or a full refund.

Returns  

Customers have the right to cancel most orders within 14 days of receiving the goods and must notify us by email if they wish to do so. Returned items must be received within 14 days of cancellation and be unused and in resaleable condition to qualify for a refund. The customer is responsible for return postage costs unless the item is faulty or incorrectly supplied. We will refund the order and delivery charge within 14 days of its return.

The right to cancel does not apply to hatching eggs, which are perishable goods.

Faulty Items  

If you believe an item is faulty, please contact us as soon as reasonably possible. We will ask for evidence of the damage or arrange collection. We will issue a replacement item or refund, depending on the product.

Hatching Eggs  

We cannot cancel orders for hatching eggs once dispatched, and we cannot accept returns, as they are perishable goods. Durham Hens guarantee that eggs will arrive intact and will refund any eggs damaged in transit, provided we are notified promptly by email and suitable evidence is supplied. As hatching eggs are a natural product, we cannot guarantee that eggs will hatch. Once eggs leave our premises, many factors beyond our control can affect hatchability, including storage conditions, postal handling, temperature fluctuations, incubator performance, humidity levels, power failures and incubation practices. We regularly monitor the fertility and hatchability of our breeding pens in our professionally calibrated incubators and only sell eggs from pens achieving a minimum fertility rate of 80%. We do everything we reasonably can to maximise egg viability before dispatch, including careful selection, correct storage, regular rotation, specialist packaging, and appropriate labelling for transit. Most customers who follow our hatching guidance and use correctly calibrated equipment achieve good to excellent results. As a guide, we would typically expect customers to achieve around four or five live chicks from six eggs when incubation and hatching conditions are favourable. We do not offer refunds, replacement eggs or compensation for poor hatch rates, infertile eggs, early embryo losses, late embryo losses, failed hatches or other incubation outcomes. By placing an order for hatching eggs, you acknowledge and accept these terms.

Statutory Rights

Nothing in these Terms and Conditions affects or limits any statutory rights you may have under applicable consumer law.

Durham Hens operates a zero-tolerance policy towards violent, threatening, abusive or intimidating behaviour directed at our staff.

We reserve the right to refuse service, cancel orders, or cease correspondence with any person who behaves in a violent, threatening, abusive or intimidating manner towards our staff, whether in person, by telephone, by email, through social media, or by any other means.

Where appropriate, incidents may be reported to the police or other relevant authorities.

This Privacy Policy explains how Durham Hens Limited collects, uses and protects any personal information you provide when using our website, placing an order, making an enquiry or using our services.



Durham Hens Limited is committed to protecting your privacy and processing personal data in accordance with UK data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

We may update this Privacy Policy from time to time. Any changes will be published on this page.

Information We Collect

We may collect the following information:

• Name
• Postal address
• Email address
• Telephone number
• Payment information
• Order history
• Information relevant to customer enquiries, surveys or promotions

How We Use Your Information

We use your information for the following purposes:

• To process and fulfil orders
• To arrange delivery of goods or livestock
• To process payments
• To provide customer support
• To maintain business records
• To improve our products and services
• To comply with legal, accounting and tax obligations

If you have agreed to receive marketing communications, we may occasionally send information about products, services or special offers that may be of interest to you. You may unsubscribe from marketing communications at any time.

Sharing Information

We do not sell, rent or trade personal information to third parties.

We may share information where necessary with trusted third parties who help us operate our business, including payment providers, delivery companies and professional advisers. We may also disclose information where required by law.

Data Retention

We retain personal information only for as long as necessary to fulfil the purposes for which it was collected and to meet our legal, accounting and tax obligations.

Security

We are committed to ensuring that your information is secure. Appropriate physical, electronic and managerial procedures are in place to safeguard the information we collect.

Cookies

Our website uses cookies to help us understand how visitors use the site and to improve the user experience.

Cookies do not give us access to your computer or any personal information other than information you choose to share with us.

Most web browsers automatically accept cookies, but you can usually modify your browser settings to decline them if you prefer. Doing so may affect the functionality of some parts of the website.

Links to Other Websites

Our website may contain links to other websites. Once you leave our website, we are not responsible for the protection and privacy of any information you provide to other websites. You should review the privacy policies of any external websites you visit.

Your Rights

Under UK data protection law, you have the right to:

• Request access to the personal information we hold about you
• Request correction of inaccurate personal information
• Request deletion of personal information where appropriate
• Object to certain types of processing
• Withdraw consent for marketing communications at any time

To exercise any of these rights, please contact us using the details provided on our website.

Durham Hens Limited is registered with the Information Commissioner's Office.