Refund policy

Last updated: October 26, 2026

Returns & Refunds Policy

Fire Horse Botanicals

Thank you for shopping with Fire Horse Botanicals. We take care in sourcing, packing, and shipping every order, and we want you to be happy with what arrives.

All Sales Are Final

Because our products are botanical and consumable items, we do not accept returns, exchanges, or refunds unless your order arrives damaged or incorrect.

Damaged or Defective Items

If your order arrives damaged, we’ll make it right. To request a replacement or refund, please:

Contact us within 2 days of delivery at hay@firehorsebotanicals.co.uk.
Include your order number and a brief description of the problem.
Attach clear photos of the damaged item(s) and the outer packaging.

Once we’ve reviewed your request, we’ll let you know whether we can offer a replacement or a refund to your original payment method. Approved refunds are typically processed within 5-10 business days.

Incorrect Items

If we sent you the wrong item, please contact us within 2 days of delivery with your order number and a photo of what you received, and we’ll arrange the correct item.

What Isn’t Covered

We’re unable to accept returns or offer refunds for:

Change of mind or buyer’s remorse
Products that have been opened, used, or partially consumed (unless damaged on arrival)
Damage caused after delivery
Packages marked delivered to the address provided at checkout
Delays or issues caused by the carrier (please contact us and we’ll help where we can)

Lost or Delayed Packages

If your tracking shows delivered but you haven’t received your package, please check with your neighbours and your local carrier first, then contact us and we’ll do our best to help.