Returns and Refund PolicyUpdated 5 days ago
We want you to be completely satisfied with your purchased. If you have any issues with your order, please contact us at Gutzbusta so that we can help. We have a clear and concise Returns and Refund Policy to make the process as smooth as possible.
Returning Items
To return an item, please contact us. Make sure to include your order number when contacting staff.
Please pack the item securely in its original packaging and include all accessories and documentation, making sure the order number is clearly visible on the box. We will not accept items that have been modified or used in any way. You are responsible for the cost of return shipping unless the item is damaged or faulty.
We cannot accept exchanges or refunds on any products that have been used. Due to health and hygiene reasons, we cannot accept used products back to the warehouse. Your hay net and returns MUST be free from hay, dirt and debris.
We understand we have a large range of sizes available, and mistakes in ordering a hay net size can happen. If you have gone to fit your hay net onto a bale or quantity of hay and you realise that it will just not fit, then please contact us directly for further clarification of what to do next. In this circumstance, the hay net must be sent back to us 100% clean and free of debris, and preferably with its original packaging, with the label/ sticker on the outside of the bag being the most important inclusion of this packaging.
For full details on returning an item please see our returns checklist.
Contact Details for Australia & New Zealand
Email: [email protected]
Postal Address:
GutzBusta Hay Nets
Unit 7 / 1-13 Childs Road
Chipping Norton NSW 2170
For any orders in Australia/New Zealand please DOWNLOAD RETURN REQUEST FORM
Contact Details for United States of America
Email: [email protected]
Postal Address:
GutzBusta
1605 Research Circle
Rockwall, TX 75032
For any orders in the USA please DOWNLOAD RETURN REQUEST FORM
Contact Details for United Kingdom
Email: [email protected]
Postal Address:
GutzBusta
3PL WOW
Unit 5 Wesley Drive
Benton Square Industrial Estate
Newcastle Upon Tyne
NE12 9UP
For any orders in the UK please DOWNLOAD RETURN REQUEST FORM
Change of Mind
Due to hygiene and disease control reasons, nets that have been introduced to an animal, come in contact with an animal, or eaten from, cannot be returned for a refund or exchange due to change of mind.
We recommend reviewing all available information on our website carefully when choosing your net before purchase. If you are unsure which net to choose, please contact us before purchase.
We accept returns for change of mind within 30 days of purchase. These can include swapping or exchanging item(s) for different sizes. The item(s) must be unused, in their original packaging, and in the same condition as when you received them.
We will issue a refund or store credit for the purchase price of the item(s) once we receive the item(s), excluding any shipping costs. While this process is underway, it is better to re-order with the correct item(s) to ensure your exchanged item(s) are delivered to you in a timely manner.
Incorrect Items Received
If you received the incorrect item(s), please contact us immediately. We will cover the cost of shipping the incorrect item(s) back to us. We will issue a replacement as soon as possible to you at no extra cost.
Damaged or Faulty Returns
If you receive damaged or faulty item(s), please contact us immediately. We will require photographic evidence of the damage or fault before we can process a return. We will cover the cost of shipping the item(s) back to us, and we will issue a replacement or full refund.
Damaged in Use
If your horse is using our nets and the net becomes damaged during use, please contact us immediately. We will require photographic evidence of the damage as well as the order number. Depending on the situation, we may offer a repair kit or exchange, subject to our discretion. Please note that general wear and tear, or damage caused by misuse, or overly aggressive horses may not be covered under our returns and refund policy.
Refunds
Once we receive your returned item(s), we will inspect it to ensure that they are in resalable condition. If the item(s) are in resalable condition, we will issue a refund to the original payment method within 7 business days. Please note that it may take up to 10 business days for the refund to appear on your account, depending on your bank or credit card company.
Thank you for shopping with us. If you have any questions or concerns about our Returns and Refund Policy, please do not hesitate to contact us.
Hay Net Hole Size Selection & Returns
Choosing the most suitable hay net hole size is an individual decision, as every horse, hay type and feeding situation is different. The way an individual horse responds to a particular hay net cannot be predicted with certainty before use.
We provide extensive pre-purchase information through our FAQ and product information pages to assist customers in selecting a suitable hay net, including guidance on hole sizes, hay types, feeding behaviour and other factors that can influence how quickly a horse consumes hay.
We are also happy to assist customers with choosing a suitable net before purchase. If you are unsure which hole size or net is most appropriate for your horse or management situation, we encourage you to contact us before ordering so that we can provide guidance based on the information you provide.
However, because the actual eating rate and response of an individual animal cannot be guaranteed, our hole-size recommendations are provided as guidance only. We cannot guarantee that a particular hole size, net size or style will produce a particular feeding rate or outcome for every horse.
For this reason, a hay net that has been purchased in good faith but is subsequently found to be unsuitable for a particular horse or feeding situation is not considered faulty or defective simply because the horse eats through it more quickly or slowly than anticipated.
Used Hay Nets
For health, hygiene and animal-welfare reasons, we cannot accept returns of hay nets that have been used, including where the customer has determined after use that the hole size, net size or style is not suitable for their horse.
Hay nets are feeding products that come into direct contact with hay and may also come into contact with saliva, food material, dirt and other contaminants during use. For this reason, used nets cannot be returned for resale.
We therefore strongly recommend using the information provided on our website and contacting us for assistance before using the product if you are uncertain about your selection.
We understand that finding the right combination can sometimes require some experimentation. A hay net that does not suit one horse or one type of hay may be highly suitable in another situation, so we encourage customers to consider the net as part of their overall feeding management rather than selecting a hole size based solely on the horse's size or breed.
Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded under applicable consumer protection legislation.