Refund & Returns Policy

Contact us on 01978 851 238 or [email protected]

We want you to be completely satisfied with your purchase of our wood fibre beddings. If you’re not happy, we’re here to help.

Returns

Our return policy lasts 30 days from the date of purchase. If 30 days have passed, unfortunately, we can’t offer a full refund or exchange.

To be eligible for a return:

  • The item must be unused, clean, and in its original packaging.
  • You’ll need a receipt or proof of purchase.
  • Please do not send your item back to the manufacturer.

Non-Returnable Items

Due to hygiene and product integrity, we do not accept returns for:

  • Used or opened bedding
  • Perishable goods
  • Gift cards
  • Digital/downloadable products
  • Personal care or sanitary items

Partial Refunds (if applicable)

Partial refunds may be granted in cases such as:

  • The item is not in its original condition
  • It is damaged or missing parts not due to our error
  • Returns requested more than 30 days after delivery

Refunds

Once your return is received and inspected, we’ll email you to confirm receipt and let you know whether your refund is approved.

If approved, your refund will be processed and automatically applied to your original method of payment within 5–10 business days.

Late or Missing Refunds

If you haven’t received a refund yet:

  1. Double-check your bank or credit card account.
  2. Contact your payment provider — it may take a few days to post.
  3. If issues persist, contact us at {your email address}.

Sale Items

Only regular-priced items are eligible for refunds. Sale items are final and non-refundable.

Exchanges

We replace items only if they arrive defective or damaged. If you need an exchange for the same item, contact us at [email protected], and send the product to:

NW Resources Ltd
PO Box 2452
Wrexham
LL11 0RA

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return.

If the gift wasn’t marked or sent directly to you, we’ll issue the refund to the original purchaser.

Return Shipping

Return your product to:

NW Resources Ltd
PO Box 2452
Wrexham
LL11 0RA

Customers are responsible for return shipping costs. Shipping fees are non-refundable. If you receive a refund, return shipping will be deducted.

For high-value returns, we recommend using a trackable shipping service or shipping insurance, as we can’t guarantee receipt of your returned item.

Need Help?

If you have any questions, don’t hesitate to reach out:
📧 [email protected]