Refund Policy

The short version

If birds arrive dead, tell us within 12 hours and we will look into it with you. Where the loss is shown to be our fault we agree a remedy with you, case by case. Feed and equipment faults are reported in the same 12 hours and are replaced. Feed and live birds accepted in good condition cannot be returned, because we cannot verify how they were stored or handled once they leave us.

Day-old chicks and live birds

• Count your birds in front of the driver, before they leave. This is the one check that settles almost every claim.
• Report any loss within 12 hours of delivery, with photographs and the number of birds affected.
• We investigate every report. What decides it is the cause. A hatchery fault, a vaccination that did not take, or handling inside our own transport is ours to answer for. Brooding temperature, feed, water, ventilation and biosecurity after the birds reach you are not.
• Where the cause is established as ours, we agree a mitigation with you case by case. That may be replacement birds on a later delivery, a credit against your next order, or another arrangement that suits your operation.
• We do not commit in advance to a cash refund on live animals. Birds are living things and what happens to them after delivery is rarely something either of us can prove, so we settle each case on what the evidence actually shows.
• After 12 hours we cannot separate transport losses from brooding losses, so we cannot accept a claim. Call our vet team anyway, because a mortality pattern usually has a fixable cause.
• Birds that have been accepted in good condition are not returnable.

Feed

• Check the bag weight and the formulation on the label at delivery.
• Feed that is under weight, mouldy, or not the formulation you ordered is replaced free of charge.
• Report it within 12 hours of delivery, with the batch number printed on the bag.
• Opened or partly used bags cannot be returned once accepted, and feed that has been stored damp or re-bagged is not covered.

Equipment

• Drinkers, feeders, incubators, brooders and cages may be returned unused and in their original packaging within 7 days of delivery.
• Equipment that arrives damaged or faulty is replaced or refunded in full. Report it within 12 hours.
• Return transport for a change of mind is at your cost. Return transport for a faulty item is at ours.
• Equipment that has been installed, modified or used on a farm cannot be returned as unused.

Eggs

Eggs are checked and graded before despatch. Breakages in transit are replaced or refunded when reported on the day of delivery, with the tray and its contents shown to the driver where possible.

Training fees

• If we cancel or move a session, you take the next batch or receive a full refund, whichever you prefer.
• If you cancel more than 7 days before your batch starts, your fee transfers to a later batch.
• Once a batch has started, fees are not refundable, because your seat was held and the materials issued.

How to make a claim

One phone call starts it. Have these ready and it will usually be settled the same day:

• Your order number or the phone number you ordered with.
• The delivery date.
• How many units are affected.
• Photographs, taken at delivery where possible.

Call the order desk, or write to info@dongutegroup.com.

How an agreed claim is settled

Once we have agreed what happened and what we are doing about it, most claims are settled as replacement stock on your next delivery or as a credit against your next order. Credit is immediate, which is why most customers take it.

Where a refund is the right answer, on faulty equipment or feed that was never fit to use, it is paid by the method you paid us or by mobile money to the number on the order, normally within 7 working days of us agreeing the claim.