Returns and Refunds
To be eligible for a return or refund, please notify us at info@progressive-earth.com within 14 days of receiving your order to express your intent to cancel.
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.
Once we receive and inspect the returned items, a refund for the product (minus the original shipping charge) will be processed within 3–5 working days. Items returned in damaged or unclean condition are not eligible for a refund.
For animal health and hygiene reasons, we cannot offer refunds or exchanges if 30 days have passed or if the product has been opened. We also cannot accept returns for opened items that horses refuse to consume. However, we are happy to provide guidance on introducing new supplements or advice on suitable base feeds.
Incorrect Orders
If there is an error with your order, please contact us immediately at info@progressive-earth.com. We apologize for any inconvenience and are committed to resolving the issue 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 right away and include photographic evidence. We cannot process replacements or refunds for damaged goods without clear photographic documentation.
Unattended Deliveries
In accordance with Citizens Advice guidelines, if you instruct us or the courier to leave a parcel with a neighbor or in a specific location, Progressive Earth and the courier are not responsible if the item goes missing.
Communication Policy
We strive to maintain professional and polite communication and request the same from our customers. We have a zero-tolerance policy for rude, abusive, or aggressive correspondence. Emails that violate this policy will not receive a response, and you may be asked to rephrase your message in accordance with our company guidelines.