Conditions of Use
Conditions of Use
Christmas & New Year Extended Dispatch & Delivery Times
We will endeavour to dispatch as many orders as possible until we close on Monday 23rd December however orders placed after 2pm on 23rd December will be dispatched as quickly as possible and in the order they were placed from 2nd January, 2020.
Orders placed after 2nd January when we reopen, will be dispatched once all Chrismas and New Year period orders have been dispatched, in the order they were placed. Please allow extra time for your orders to be dispatched and bear with us at this very busy time.
At Horse Health we pride ourselves on the speed and quality of our delivery. We do everything possible to ensure all orders placed before 2pm during Monday to Friday dispatched on the same day . We aim to process and dispatch orders received between 2pm & 3pm on the same day but this is not guaranteed and is not possible at very busy times.
Standard Delivery Charges – UK Mainland
– £4.95 – Orders over 1kg are dispatched via a courier on a Next Working Day delivery service.
– £3.50 – For orders under 1kg you can select the option to despatch via Royal Mail’s Tracked 48 service at £3.50. (Next Working Day Delivery via courier may still be requested at £4.95 and this option gives the choice to request a parcel to be 'left in a designated safe place' at your own risk).
– Orders over £100 will receive FREE carriage. This now includes orders going to the Channel Islands & Northern & Southern Ireland.
– We offer options for timed, 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 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, in most instances we are unable to make any changes to your order. However please do call us if you require any urgent amendments and where possible we will try to make changes. Orders that have been packed and/or dispatched will have to be returned for any changes.
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 liek 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 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.
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/Maestro/Solo/Switch can all be used on this site.
These terms and conditions do not affect your consumer statutory rights