Delivery | Returns | Tracking

Delivery policy

1.    Introduction

1.1  This policy contains details of the delivery methods, periods and charges that apply to orders for our products made through our website 

1.2  This policy is a legally binding document, and forms part of the contract of sale between you and us made under our terms and conditions of sale.   

       Our delivery policy indicates our usual practice in relation to the delivery of products.

2.    All orders will be subject to delivery charges as detailed in Section 5.

3.    Geographical limitations: No International Shipping.

3.1  We will usually be able to deliver to the following countries and territories: England, Scotland, Wales and Northern Ireland.

3.2  We may from time to time agree to delivery products to other countries and territories.

4.    Delivery methods and periods

4.1  The methods that we use to deliver our products, and the time periods within which delivery is usually completed, are as follows: 

(a)  if your delivery address is on the United Kingdom mainland, you will be able to select our standard Royal Mail Signed For Service. Courier delivery may be used for larger items at our discretion and the typical period for delivery of products by these methods is 2-5 working days excluding weekends and bank holidays.

4.2  If you place your order before 4pm on a working day, these time periods run from the close of business on that day; if you place your order after 4pm on a working day, or on a non-working day, these time periods run from the close of business on the next following working day.

4.3  The delivery periods set out in this Section 4 are indicative only, and whilst we will make every effort to ensure that you receive your delivery in good time, we do not guarantee delivery before the end of the stated period.

4.4  We may conduct fraud screening checks before despatching the product, and these checks may delay your delivery. If the delivery is likely to be delayed as a result of fraud screening checks, we will notify you.

5.    Delivery charges

5.1  Delivery charges will be calculated by our website and automatically applied to your order during the checkout process, or alternatively quoted by us.

5.2  Applicable delivery charges will depend upon the location of the delivery address, and the size and weight of the products in your order.

5.3  You will be able to see your delivery charges in your cart before the checkout process.

6.    Delivery tracking

6.1  Delivery tracking is available upon request, in respect of all orders for our products.

6.2  To track your delivery, enter your order number (which is provided in your order confirmation email) into our delivery service provider's website here: 

7.    Receipt and signature

7.1  All deliveries must be received in person at the delivery address, and a signature must be provided.

7.2  Our delivery service provider will notify you in advance of attempting to make a delivery requiring signature.

8.   Additional deliveries

8.1  If an initial delivery attempt is unsuccessful, our delivery service provider will make at least 1 more attempt to deliver the products in your order.

9.    Collection

9.1  If your products remain undelivered despite our delivery service provider making at least 1 more attempt to deliver them, the delivery service provider will leave a card at your address, with instructions on how you may collect your products, including a time limit for collection.

10.  Delivery problems

10.1 If you experience any problems with a delivery, please contact us using the contact details that we publish on our website or otherwise notify to you.

10.2 If our delivery service provider is unable to deliver your products, and such failure is your fault and you do not collect your products from our delivery service provider within the relevant time limit, we may agree to arrange for re-delivery of the products; however, we reserve the right to charge you for the actual costs of re-delivery. 

10.3 An indicative list of the situations where a failure to deliver will be your fault is set out below: 

(a)  you provided the wrong address for delivery;

(b)  there is a mistake in the address for delivery that was provided;

(c)  the address for delivery is not reasonably accessible;

(d)  the address for delivery cannot safely be accessed;

(e)  if in-person receipt is not required, there is no easy and secure means of leaving the products at the address for delivery and there is no person available to accept delivery; or

(f)  if in-person receipt is required, there is no person available at the address for delivery to accept delivery and provide a signature.


Returns policy

1.    Introduction

1.1  We understand that from time to time you may wish to return a product to us.

1.2  We have created this policy to enable you to return products to us in appropriate circumstances.

1.3  This policy applies to all of our customers, irrespective of their geographical location.

1.4  This policy applies to all orders submitted through our website.

1.5  This document does not affect any statutory rights you may have as a consumer (such as rights under the Sale of Goods Act 1979 or the Consumer Protection (Distance Selling) Regulations 2000).

2.    Returns

2.1  If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us and receive a refund in accordance with this policy if: 

(a)  we receive the returned product within 7 days following the date of dispatch of the product to you;

(b)  the returned product is unused, untried, altered, soiled, or damaged in any way its original unopened packaging (with any seal or shrink-wrap intact), with any labels still attached, and otherwise in a condition enabling us to sell the product as new;

(c)  you comply with the procedure set out in this policy in relation to the return of the product; and

(d)  none of the exclusions set out in this policy apply.

(e)   Please note! ALL returns will incur a 10% re stocking fee

3.    Returns procedure

3.1  In order to take advantage of your rights under this policy, you must contact us by email to obtain a return authorisation number, and then send the product to us with a covering note quoting that number. We will notify you the return address with your authorisation number.

3.2  Products returned under this policy must be sent by Royal Mail Signed For delivery.

3.3  You will be responsible for paying postage costs associated with returns under this policy. 

4.    Exclusions

4.1  The following kinds of products may not be returned under this policy: 

(a)  DVDs, CDs and other audio or video or audio-visual recordings;

(b)  computer software (whether on CD-ROM, DVD-ROM or otherwise);

(c)  any product made to your specification;

(d)  any product made to order;

(e)  any product personalised or adapted for you; or

(f)   Equine related, food treats, supplements, hoof application treatment/products, wormers, herbal supplements and others.

(g)  Gift Vouchers.


5.   Refunds

5.1  We will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy.

5.2  We will not refund to you the original delivery charges relating to the returned product.

5.3  We will not refund to you any costs you incur in returning the product to us.

5.4  We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

5.5  We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we receive your returned product.

6.    Improper returns

6.1  If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product: 

(a)  we will not refund the purchase price or exchange the product;

(b)  we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and

(c)  if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.

7.    Contact:

7.3  You can contact us by using our website contact form.

Enter the email address used when you purchased your products, along with your order number, to view your order details.

Forgot your order number?

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