Refund policy
Last updated: 8/9/26
The short version
You have 30 days from delivery to return an unassembled coop in its original packaging. Return shipping is your responsibility, and a 15% restocking fee applies. If the coop arrived damaged or has a manufacturing defect, none of that applies — we cover it completely.
30-day return window
You may request a return within 30 days of the delivery date. Requests made after 30 days cannot be accepted.
Condition required
To be eligible for return, the coop must be:
- Unassembled. Once a coop has been built, it cannot be returned. Assembly involves driving screws into pre-drilled panels, and a disassembled coop cannot be resold as new. Please confirm the coop fits your space before you begin the build — dimensions for every coop are listed on its product page.
- Unused. Never occupied by animals, never placed outdoors in weather.
- In its original packaging, with all panels, hardware, and included materials. Flat-pack panels cannot be shipped safely in anything else.
We recommend keeping the original boxes until you're certain you're keeping the coop.
How to start a return
Do not ship anything back before contacting us. Returns sent without authorization cannot be processed or refunded.
- Email hensteadcoops@gmail.com within 30 days of delivery with your order number and the reason for the return.
- We'll reply within 24 hours with a Return Merchandise Authorization (RMA) number and the return address.
- Ship the coop back with the RMA number clearly marked on the outside of every box.
Return shipping
You arrange and pay for return shipping. Coops weigh between 99 and 154 lbs and ship in oversized boxes; return freight commonly runs $150–$400 depending on your location and carrier. Please factor this in before requesting a return.
Your return must be tracked and insured for the full purchase price. Until it reaches us, the shipment is your responsibility. If a return is lost or damaged in transit, the claim is between you and your carrier, and we cannot issue a refund for goods we haven't received in resalable condition.
Restocking fee
A 15% restocking fee is deducted from the refund on all returns that aren't due to damage or defect. This covers inspection, repackaging, and the cost of processing the original order.
No restocking fee applies to damaged or defective items.
Refunds
Once your return arrives and passes inspection, we'll email you and issue the refund within 5 business days to your original payment method. Depending on your bank, it may take an additional 5–10 business days to appear.
Refunds are for the purchase price minus the 15% restocking fee. Original shipping costs are not refunded, including on free-shipping orders, where our actual outbound shipping cost is deducted.
If a returned coop arrives damaged, incomplete, or shows signs of assembly or use, we'll contact you with photos. In those cases we may issue a partial refund reflecting the reduced condition, or return the item to you at your expense.
Damaged or defective items
This is handled completely differently, and it costs you nothing.
If your coop arrives damaged or has a manufacturing defect, email hensteadcoops@gmail.com within 48 hours of delivery with photos of the damage and the packaging. We'll send replacement parts free of charge, at no shipping cost to you.
If the damage cannot be resolved with replacement parts, we'll arrange a full replacement or a full refund — your choice. No restocking fee, no return shipping cost to you.
Cancellations
You may cancel for a full refund any time before your order ships. Email us as soon as possible. Once a coop has been dispatched, the standard return policy above applies instead.
Non-returnable
- Coops that have been assembled, even partially
- Coops that have been used, occupied by animals, or exposed to weather
- Returns without an RMA number
- Requests made more than 30 days after delivery
- Free replacement parts sent under warranty
1-year limited warranty
Every Henstead coop is covered for one year from the delivery date against manufacturing defects in materials and workmanship.
If a covered defect appears within that year, we'll send replacement parts free of charge. If the coop cannot be made right with replacement parts, we'll replace or refund it at our discretion.
This warranty covers the original purchaser and is not transferable.
What the warranty covers
- Manufacturing defects in materials or workmanship
- Panels that arrive warped, cracked, or improperly cut
- Hardware that fails under normal use — hinges, latches, tray runners
- Mesh that separates from its frame under normal conditions
- Missing parts identified within 48 hours of delivery
What the warranty does not cover
- Normal weathering. Cedar silvers to a natural grey over time. This is expected and is not a defect.
- Damage from improper assembly or failure to follow the assembly guide
- Damage from modification, or from parts not supplied by us
- Predator or animal damage, including chewing, clawing, or forced entry
- Weather events — storms, high winds, hail, flooding, snow load, fallen branches
- Damage from moving a coop after assembly
- Neglect, accident, or misuse
- Damage from failure to maintain the coop (see below)
- Coops purchased secondhand
Free spare parts
Beyond the one-year warranty, we supply free replacement parts for the life of your coop for parts that fail under normal use — latches, tray runners, hinges, and similar hardware. Email us and we'll ship it.
This applies to normal wear and failure only. It does not cover parts damaged by predators, weather, accidents, modification, or misuse. Parts damaged that way are available for purchase at cost plus shipping — just email us and we'll quote you.
We supply parts in reasonable quantities for a single coop. We reserve the right to decline requests that fall outside normal replacement use.