Delivery:
We deliver to Mainland UK & the Highlands & Islands. Due to the uncertainty of Brexit and the costs involved we are suspending all deliveries into mainland Europe and Southern Ireland.
Delivery is by DHL couriers, tracked and direct to your door.
When placing your order please let us know where you would like us to leave your order if you’re not going to be there. Please note if you will not be there to sign, Thunderbrook cannot accept responsibility for any loss or damage to the order. Our courier will put a contact slip through your letter box with a contact number to arrange a redelivery. By providing us with a mobile number you will be able to receive updates of your delivery as it progresses.
Delivery of goods in stock is normally within 2 to 3 working days, but please allow up to 7 working days – especially in busy seasonal periods such as Christmas. We cannot be held responsible for late delivery by DHL.
Delivery Charges:
UK Mainland
1-5kg: £5.99
6kg –30kg £7.99
And £7.99 per 30 kg there after
Highlands & Islands:
Please e mail us on info@thunderbrook.co.uk with your postcode for a quote.
Damaged Goods:
If you receive your products and they are not in good condition (either whole or part of the order is damaged), please ensure that the DHL delivery driver takes full details in writing of the damage at the time of signing for the goods.
Please then notify us, immediately by e mail within 5 working days of the delivery date, detailing the full extent of the damage. If possible, please take a photograph of the damage.
We will replace damaged goods accordingly or send you a voucher. This is discussed with each customer on an individual basis.
Please note, we cannot replace damaged goods if they have not been noted as such on delivery and we have not received e mail notification from you in the specified time.
Returns Policy:
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you can exercise your right of cancellation after the goods have been delivered to you, but you must inform us in writing via e mail or post within 14 working days of receipt, that you would like to return the goods. You will then be responsible for returning the UNUSED and UNOPENED goods within 14 days of receipt and at your own cost.
It is your duty to take all reasonable care of any items to be returned, including their packaging, up until the time we receive them back from you. Any damage will result in us being unable to refund part or all of the money you have paid.
For animal health and hygiene reasons, goods that are returned that are deemed to be used will not be refunded.
No responsibility can be taken for over-ordering or mis-ordering of goods, or if your animal does not accept the feed, but you have the right to return UNUSED and UNOPENED goods within 14 working days, under the Distance Selling Regulations as above.