Conditions of Use
Conditions of Use
We pride ourselves on the speed and quality of our delivery. We do everything possible to dispatch all orders placed before 2pm during Monday to Friday on the same day but this is not guaranteed and is not possible at very busy times and as a result of Covid-19.
We are still dispatching orders, however due to running a reduced staff level to allow our employees to maintain safe social distancing practices and to minimise risk to our employees and their families, we may be slower than usual to dispatch parcels. We are therefore unable to guarantee dispatch and delivery times but please be assured we are working as hard as we can to dispatch orders as quickly and as safely as possible. Likewise, there are significant impacts on our courier's ability to maintain their usual service levels. Although in most instances normal service is being met, there may be some disruption and we cannot guarantee delivery times / service at present. For more detailed and up to date information regarding the UK delivery service please visit our UK delivery page https://www.horsehealth.co.uk/delivery-uk
Standard Delivery Charges – UK Mainland:
- £4.95 – Orders over 1kg are dispatched via a courier on a Next Working Day delivery service - Due to Covid-19 please expect delays to dispatch and delivery service. For orders of value over £100.00, free delivery courier service is offered.
- £3.50 – For orders under 1kg you can select the option to despatch via Royal Mail’s Tracked 48 service at £3.50. Due to Covid-19 please expect delays to dispatch and delivery service. Courier option may still be selected at £4.95 with option to request a parcel to be 'left in a designated safe place' at your own risk.
- Orders over £100 will receive FREE courier service carriage. This now includes orders going to the Channel Islands & Northern & Southern Ireland.
- We offer options for Saturday or FedEx delivery which can be selected during the checkout stages.
Although we use the best UK couriers, delivery cannot be 100% guaranteed due to the impact on Covid-19, weather disruption and occasional problems with drivers on a local depot level. If your order has NOT been received within TWO WORKING DAYS please call 02380 814360 as soon as possible so we can track the order and help resolve the problem.
Please note that once your order has been placed, we are unable to make any changes to your order.
If you would like your order left in a safe place without a signature, please be sure to fill in the 'COMMENTS ABOUT YOUR ORDER' box during the checkout stages, clearly stating any instructions (in as few words as possible) where you would like your order left if no one is in. Please be aware that if an instruction is given to leave an order in a safe place without a signature, this will be done so entirely at your own risk and should the parcel go missing then we or our couriers cannot be held liable for the missing parcel. Please note that if the courier does not deem it completely safe to leave your order without a signature then they will not do so.
European Orders & Worldwide
For orders to be delivered outside of the United Kingdom, the website has a 'Shipping Estimator' prior to checkout that will generate an accurate carriage/shipping cost for the items you have placed in your online cart.
For more detailed and up to date information regarding prices and the international delivery service please visit our international delivery page https://www.horsehealth.co.uk/delivery-international
We hope that you are entirely happy with your purchase, however should you change your mind for any reason then we will refund any items returned to us in the original, saleable condition and not damaged within 28 days, starting the day after the day on which the goods are delivered, however you need to inform us that you want to return the goods within 14 day, which starts the day after the goods are delivered.
You can return unwanted items with the completed returns form that accompanied your order. Alternatively you can complete the online returns form and detail your request to return goods within 14 days after the goods were delivered: https://www.horsehealth.co.uk/index.php?main_page=returns_form
Please note that unless damaged, defective or mis-described we are unable to exchange or accept the return of:
- Acavallo or LeMieux Gel items once they have been in contact with a horse due to the tacky nature of these products
- Feed supplements where the container seal is broken
- Personalised goods such as embroidered rugs or saddle pads
We will endeavour to process returns as quickly as possible and within 7 working days of receipt however this is not guaranteed but will be no more than 14 days from receipt at exceptionally busy times.
The delivery cost of returning goods to us is your responsibility. If you are returning items from outside the UK, all Customs and import duties will be your responsibility, when booking your return, you should select duty payable by sender.
Returned goods are your responsibility until they are received by us. We strongly recommend obtaining proof of postage when sending items and please ensure the goods are packaged sufficiently well that they cannot get damaged during transit to us.
We will refund in full or replace items for exchange, but reserve the right to make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you, i.e. if the item is dirty or damaged and not fully resalable. The percentage of the value withheld from the refund will be determined by us dependent upon the degree of damage or dirt. We will offer to return the item to you or withhold this value from the refund.
We will make reimbursements using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
Goods becoming damaged in your opinion through defective materials, poor workmanship or during carriage should be notified as sson as possible and returned as soon as possible. Under no circumstances should items continue to be used when damaged, as you will be deemed to have accepted the goods in their damaged condition.
All products returned must be in a clean & dry condition in compliance with Health & Safety Act. We reserve the right to delay or refuse to process items that arrive in unacceptable condition.
It is our responsibility to supply you with goods that meet your consumer rights. If you have any concerns that we have not met our legal obligations please contact us.
When placing an order through our website your details are passed through a secure server connection. This ensures the absolute security of your personal information. The secure server encrypts your details making it virtually impossible for anyone to intercept your information from the order. Forms submitted over this website do not use tracking technology. The details submitted will be processed and will only be used to process a requested order or send a brochure. Details submitted will not be passed to any third party or organisations. Mastercard/Visa/Visa Electron/American Express/Maestro/Solo/Switch can all be used on this site.
These terms and conditions do not affect your consumer statutory rights.
In order to offer you Klarna’s payment methods, we might in the checkout pass your personal data in the form of contact and order details to Klarna, in order for Klarna to assess whether you qualify for their payment methods and to tailor those payment methods for you. Your personal data transferred is processed in line with Klarna’s own privacy notice