Heathylee House Farm
Basket 0

Terms and Conditions

Last updated: 8 November 2026

These terms apply to all orders placed through heathylee.co.uk. Please read them before you buy. By placing an order you agree to these terms. Nothing in them affects your legal rights as a consumer.

1. Who we are

This website and shop are run by Roy Critchlow, trading as Heathylee House Farm, Heathylee House Farm, Hollinsclough, Buxton SK17 0RD.

Email: karen@heathylee.co.uk
Telephone: 01298 83659

2. Our products

  • Our guanaco fibre and yarn come from our own herd and are natural products. Colour, shade and texture vary naturally between batches, and colours may look slightly different on screen.
  • Weights are given as accurately as possible. Small variations are normal for hand-processed and handspun fibre.
  • Many items are produced in small quantities. If something you order turns out to be unavailable, we will tell you and refund you in full.

3. Prices and payment

  • Prices are shown in pounds sterling (£) and include any VAT that applies.
  • UK delivery is free unless we tell you otherwise before you order.
  • Payment is taken when you place your order, by card, Apple Pay, Google Pay or Link, processed securely by Stripe.
  • If we have made an obvious pricing mistake, we will contact you before dispatch and you can choose to go ahead at the correct price or cancel for a full refund.

4. Your order and our contract

When you place an order you will receive an email acknowledging it. Our contract with you starts when we confirm your order by email. We may decline an order, for example if an item is out of stock or we cannot deliver to your address. If we do, we will refund you in full.

5. Delivery

  • We deliver within the United Kingdom only. Guanaco is a species protected under CITES, so sending fibre or yarn abroad needs an individual export licence. Please contact us about international orders.
  • We dispatch orders within 2 to 3 working days of receiving them. Working days are Monday to Friday, excluding bank holidays. Delivery times then depend on the postal service. If we expect a delay, we will let you know, and we will always deliver within 30 days of your order unless we agree otherwise with you.
  • Items are your responsibility once they have been delivered to the address you gave us.
  • If your order is lost or arrives damaged, please let us know as soon as possible.

6. Changing your mind and returns

You can return items within 21 days of purchase, as set out in our Refund and Returns Policy. You always have at least the 14-day cancellation period given by the Consumer Contracts Regulations 2013.

7. Faulty or incorrect items

We are required by law to supply products that are as described, of satisfactory quality and fit for purpose. If an item is faulty or not what you ordered, please contact us and we will arrange a refund, repair or replacement in line with the Consumer Rights Act 2015. See our Refund and Returns Policy for details.

8. Our responsibility to you

  • If we break these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our failure to use reasonable care.
  • We are not responsible for loss or damage that was not foreseeable.
  • Our products are sold for domestic and private use. We are not liable to you for any loss of profit, loss of business or business interruption.
  • Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law.

9. Events outside our control

We are not responsible for delays or failure to perform caused by events outside our reasonable control, such as severe weather, postal disruption or illness. If this happens we will let you know and do what we can to reduce the delay. If the delay is likely to be substantial, you can cancel and receive a refund for anything you have paid for but not received.

10. Your personal information

We use your personal information only as set out in our Privacy Policy.

11. Complaints

If you have a problem, please contact us first by email or phone and we will do our best to put it right.

12. Other important terms

  • We may update these terms from time to time. The terms that apply to your order are the ones shown when you placed it.
  • If a court decides any part of these terms is unenforceable, the rest will still apply.
  • These terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales, or in Scotland or Northern Ireland if you live there.