Our Policies

Returns
If you are unhappy with a product or service we are very sorry. As soon as possible please contact Lou on aathelarches@gmail.com and explain the issue. If you can, send a picture to illustrate your concern. Generally our policy is to accept returns only for faulty or damaged items only. If 30 days have gone by since your purchase, we will not be able to offer you a refund or exchange. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. We will also require your receipt or proof of purchase.

There are certain situations where partial refunds/no refunds may occur: (if applicable)
Item with obvious signs of use
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery. 
We regret that we cannot accept returns for our alpaca bedding for obvious hygiene reasons. However our alpaca bedding is checked thoroughly at the mill and then here at the farm for any manufacturing defects, and in 10 years of supply we are pleased to say none have been found.   

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to find a way forward. We may at this time be able to confirm an approval or rejection of your refund. If your refund is due it will be processed, and a credit will be applied to your credit card or original method of payment.

Late or missing refunds (if applicable)
If you have received an email confirming a refund please wait a few days to check your bank account, next contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at aathelarches@gmail.com. After these steps, if your refund still hasn't appeared please email The Archers at The Larches and we will investigate.

Exchanges (if applicable)
We may replace items if they are defective or damaged. The item must be returned for assessment. To return your product, you should mail your product via a reputable tracking courier to: The Archers At The Larches Ltd ,The Larches, Larches Lane, Oreton, Kidderminster UK DY14 0TW. Please supply the tracking courier with our email aathelarches@gmail.com and mobile 07879 401629 in order that we can be advised of the return and be sure that we are available on farm to accept the item.  

Cancellations
Please email aathelarches@gmail.com if you decide to cancel an order. We regret we will be unable to accept cancellations if the items have already been sent.

Shipping
To return your product, you should mail your product via a reputable tracking courier to: The Archers At The Larches Ltd ,The Larches, Larches Lane, Oreton, Kidderminster UK DY14 0TW. Please supply the tracking courier with our email aathelarches@gmail.com and mobile 07879 401629 in order that we can be advised of the return and be sure that we are available on farm to accept the item.  

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.