Terms and Conditions

Coupon Codes

  • Exclusions: Coupon codes cannot be applied to sale items or combined with any other offers or promotions.
  • Returns & Value: Coupon codes have no cash value. In the event of a return, your account will be credited only for the amount paid.
  • Availability: All codes apply to in-stock products only and are subject to availability while stocks last.
  • Expiration: Some codes are available for a limited time only. Once a code is no longer valid, it cannot be redeemed.
  • Application: If you forget to apply a code at checkout, our system cannot apply it or reimburse the value once the order has been placed.
  • Right to Modify: Progressive Earth Ltd reserves the right to refuse or alter any coupon or promotion at its discretion.

Cancellations

To cancel an order, please email info@progressive-earth.com immediately with "Cancel My Order" in the subject line. This is the only method we accept for cancellations. Because orders are quickly packaged and booked with couriers, we cannot cancel an order once it is in processing. If your order has already been processed, you will need to follow our standard returns procedure.

Order Processing

We aim to process all orders within 24 hours of receipt. Depending on order volume, this may occasionally take up to 48 hours. Please note that orders received on Fridays may not be processed until the following Monday.

Holidays and Weekends

Orders are not processed on weekends, Bank Holidays, or during our advertised holiday closures. However, our online store remains open for purchases during these times.

Dispatch

Royal Mail collects orders from our premises in Orkney Monday through Friday.

Potential Delays

Delivery dates may occasionally exceed estimates due to circumstances beyond our control, including peak seasonal periods (such as Christmas and New Year), Bank Holidays, industrial action, adverse weather, or other unforeseen events. While we understand the frustration of delays, we do not accept responsibility for late deliveries and do not offer postage refunds for delayed parcels.

Delivery Address

Please ensure your delivery address, including the postcode, is entered in full. Progressive Earth Ltd is not responsible for lost or returned parcels due to incorrect or incomplete address details provided by the customer.

In the event of an incorrectly addressed package, the customer is responsible for any additional return charges, reshipping costs, or losses. Any refunds requested for returned packages will have both the original and return postage charges deducted.

Delivery to Safe Places

Under the Consumer Rights Act, our liability for goods ends upon confirmed delivery to your nominated safe place. Risk transfers to you once the courier confirms delivery.

Please note: Our business is online sales only. We do not have a physical shop and cannot offer in-store collection.

Returns and Refunds

Your Legal Rights

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods without giving any reason. Under the Consumer Rights Act 2015, all products must be of satisfactory quality, fit for purpose, and as described. Nothing in this policy affects your statutory rights.

Standard Returns (14-Day Cancellation Right)

To exercise your right to cancel, you must notify us at info@progressive-earth.com within 14 days of receiving your order. Items must be returned within 30 days of the original delivery date in unused, unopened condition, and in their original packaging suitable for resale.

Upon receipt and inspection of the returned items, we will refund the full product cost plus the standard outbound delivery charge within 3–5 working days. Please note that you are responsible for the cost of return postage. If you selected a premium delivery option (e.g. next day delivery), only the cost of standard delivery will be refunded.

For animal health and hygiene reasons, we cannot offer refunds or exchanges if the product has been opened. We also cannot accept returns for opened items that horses will not consume; however, we are happy to provide guidance on introducing new supplements.

Failed or Refused Deliveries

Where a delivery fails or is refused due to circumstances within your control — including incorrect address details, failure to collect, or active refusal — this falls outside your statutory cancellation rights. In these cases, both the original outbound postage cost and any return carriage charges incurred will be deducted from your refund. Items returned in a damaged or unclean condition are not eligible for a refund.

Incorrect Orders

If there is an error with your order, please contact us immediately at info@progressive-earth.com. We are committed to resolving any mistakes promptly.

Damaged Items

If damage is visible upon delivery, please refuse the package so it can be returned to us, and contact us immediately to arrange a replacement. If damage is discovered after opening, please notify us without delay and provide photographic evidence. A replacement or refund cannot be processed without clear documentation of the damage.

⚠️ Communication Policy — Please Read

We are committed to maintaining a professional, respectful standard in all communications and kindly ask that our customers do the same.

Zero-Tolerance Policy

We operate a zero-tolerance policy towards rude, abusive, threatening, or otherwise inappropriate correspondence. Any communication of this nature will not receive a response, and you will be asked to rephrase your message before we are able to assist you further. We reserve the right to decline service to any individual who repeatedly fails to communicate in a respectful manner.

We reserve the right to refuse, cancel, or terminate service to any customer at our sole discretion, including where behaviour is deemed abusive, threatening, or otherwise unacceptable to our staff or business.

Handling Persistent or Repetitive Enquiries

To ensure we can assist all our customers fairly and efficiently, we kindly ask that you allow 2 working days for a response before sending a follow-up email.

Duplicate Enquiries: Sending multiple emails regarding the same issue before our response timeframe has passed creates delays for everyone. In these instances, we will consolidate your enquiries and provide a single response.

Persistent Correspondence: Where a matter has been clearly addressed in accordance with our terms and the law, we reserve the right to limit further correspondence on that specific topic if the communication becomes repetitive or prevents us from assisting other customers.

Contacting Us

For all enquiries, please contact us at info@progressive-earth.com. We will endeavour to respond to all valid, respectful messages within 2 working days.

Disclaimer

All information provided is for educational and informational purposes only. While we endeavour to keep the information accurate and up to date, we make no representations or warranties of any kind, express or implied, regarding the completeness, accuracy, reliability, suitability, or availability of the website or the information, products, services, or related graphics contained therein. Any reliance you place on such information is strictly at your own risk.

Diagnosis and treatment of any medical condition or disease should always be sought from a qualified veterinarian. We accept no responsibility for the practical application of any information provided.

In no event will we be liable for any loss or damage, including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits in connection with the use of this website.