Returns and Refunds
Items must be returned to us within 30 days of the original delivery date. Products must be unused, unopened, in their original packaging, and in resalable condition. Please note that customers are responsible for return postage costs.
To start a return, contact us at info@progressive-earth.com.
Please note that returns will need to be sent to the following address:
Progressive Earth Ltd. Downies, Deerness, Orkney. KW17 2QJ
Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@progressive-earth.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Delivery & Failed Deliveries
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.
In the event that a delivery fails or is refused due to circumstances within your control — including incorrect address details, failure to collect, failure to be present for a signature-required delivery, or active refusal — the original outbound postage cost and any return carriage charges incurred will be deducted from your refund. Once we receive and inspect the returned items, a refund for the product value will be processed within 10 business days. Items returned in a damaged or unclean condition upon return to us are not eligible for a refund.
Exceptions / non-returnable items
For animal health and hygiene reasons, we cannot offer refunds or exchanges if 30 days have passed or if the product has been opened. This includes opened items where a horse has refused to consume them.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, and in its original packaging.
Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, a restocking fee of 15% will be deducted from the refund amount, though we reserve the right to waive this fee at our discretion. You'll then be refunded the remaining balance to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we've approved your return, please contact us at info@progressive-earth.com.
⚠️ Communication Policy — Please Read
We strive to maintain professional and respectful communication and ask the same of our customers.
We operate a zero-tolerance policy for rude, abusive, or aggressive correspondence. Emails that violate this policy will not receive a response. We reserve the right to refuse service to any customer who fails to communicate respectfully.