Shipping and returns

We deliver throughout mainland Spain, to the Balearic Islands, to Portugal and to other countries of the European Union. The checkout form only accepts addresses in the destinations we serve.

For the time being we do not deliver to the Canary Islands, Ceuta or Melilla, because customs formalities and transport costs do not allow us to offer a service that is up to standard. If you live there and are interested in our hay, write to us at [EMAIL] and we will let you know if that changes.

We have no ready-made boxes waiting in a warehouse: every 5 or 10 kg box is prepared when your order arrives. We prepare it and hand it over to the carrier within 24 to 48 working hours of payment being confirmed. If you pay by bank transfer or Bizum, that period starts when we receive the amount.

Once it has left the farm, the carrier delivers within 24–72 hours in mainland Spain. For the Balearic Islands, Portugal and the rest of the European Union, transit usually takes 3 to 7 working days, depending on the destination.

These times are estimates and may be slightly longer at the height of the mowing season, over public holidays or because of problems at the carrier. In any event we will deliver your order without undue delay and no later than 30 calendar days after purchase, as required by law.

The price of every box already includes delivery to mainland Spain: what you see is what you pay. For the Balearic Islands, Portugal and other countries of the European Union a transport supplement applies, which you will see itemised during checkout, always before you pay.

There is no minimum order and there are no hidden handling or packaging charges.

As soon as the carrier collects your box, we send you an e-mail with the tracking link. Delivery is made to the address you gave us; if nobody is in, the carrier will try again or leave a card so that you can arrange a new delivery or collect the parcel from a nearby pick-up point.

Please check the address and telephone number carefully when you place the order. If you spot a mistake, write to us as soon as possible: as long as the box has not left, we can correct it without any trouble. If a parcel is returned to us because the address was wrong or it was not collected, we will contact you to send it again; in that case we may pass on the cost of the new shipment.

If the box arrives broken, wet or open, note it on the courier’s delivery slip if you can and write to us at [EMAIL] with a couple of photos, if possible within the following 48 hours. We will send you another box or refund your money, whichever you prefer, at no cost to you. This time frame is for guidance and helps us to claim from the carrier: it does not limit your statutory rights.

If the tracking shows no progress for several days or the order goes beyond the expected time, let us know and we will take it up with the carrier ourselves. The risk of loss of or damage to the product is ours until you, or the person you have named, receive it. If we were unable to deliver the order within the agreed period or within the additional period you grant us, you may terminate the contract and we will refund everything you have paid without delay.

If you have a subscription, we prepare and send your box every 4, 6, 8 or 12 weeks, according to the frequency you have chosen. Before each delivery we notify you by e-mail, so that you have time to change the address, bring the date forward or push it back, skip a delivery, pause or cancel.

Every subscription delivery is subject to the same delivery times, transport conditions and guarantees as an ordinary order.

You have 14 calendar days from the day you receive your order to withdraw from the purchase without giving any reason. You simply need to inform us by an unequivocal statement, writing to [EMAIL] and quoting your order number; if you prefer, you can use the model withdrawal form included in the Terms and conditions of sale.

You have a further 14 calendar days from that notification to send the box back to us at [DOMICILIO]. The direct cost of returning the goods is borne by you. The hay must come back in its box, reasonably protected; if it has been handled beyond what is necessary to establish its nature and characteristics (for example, if part of it is missing), we may deduct the corresponding loss in value from the refund.

We will reimburse all payments received, including, where applicable, standard delivery charges, using the same means of payment that you used and no later than 14 calendar days after you inform us of your decision. We may withhold the refund until we have received the goods back or you have supplied evidence of having sent them back, whichever is the earlier.

In addition to your statutory rights, we offer our own commercial guarantee: if your animal does not tuck into the hay with gusto, write to us at [EMAIL] within 30 days of delivery, tell us what happened and we will refund the price of that box. There is no need to send the hay back.

The guarantee applies once per customer and per variety of hay, because it is designed to let you try our hay without risk. It is free of charge, it comes on top of your right of withdrawal and the legal guarantee of conformity, and it neither limits nor replaces them.