Terms of service

By purchasing from Horzehoods Ltd and offering payment you are confirming you have read and are happy with all our terms and conditions below.

Your rights are protected under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations which came in to effect on June 13th 2014. The Regulations aim to harmonise the rights of consumers across the EU.

ORDERING INFORMATION

Our aim is to dispatch all items the same working day based on Next Day Delivery (UK). Items will be dispatched Same Day on any orders that are in stock and placed before 2pm each day. For some parts of the UK (Scotland, Highlands and Islands a TWO Day Service may apply).

Next Working Day Delivery is dispatched Monday to Friday. Any Friday orders will arrive the following Monday as a working day. Should you require a Special Saturday Delivery please ring +44 (0) 161 480 7333 or email info@horzehoods.com to arrange an additional courier cost for the team to arrange in sufficient time.

DELIVERY

Where possible we will predominantly use Interlink Express for all our UK Deliveries. We recommend upon ordering via our website or setting up your Personal Shopping account with the Horzehoods website that you include a mobile number if possible.

Any mobile numbers left within the ‘shipping address’ details will be used for the courier text alert service. Upon your order being dispatched you will receive a text alert on your mobile which will contain your consignment number and a scheduled delivery date. If you have not left a mobile number an email will be sent, we suggest at the time of ordering to check your spam folder for any related Horzehoods correspondence. On the day of your delivery schedule a 1 hour window slot will be either text to the mobile number supplied or sent via email, this also gives an option to adjust your delivery, whether it be a change of address, number or day and time slot.

If your goods are lost or damaged during transit you must contact the team via office or email with your order number and any evidence such as photos of the unopened package as it arrives. In order for us to make a claim against the courier responsible we do need to report within 5 working days of the dispatch of original consignment.

If recipient should not be available when our courier arrives the driver will leave a card and consignment number in a convenient place. Our courier also takes a photo of the front entrance, porch or door to any property where there has been an unsuccessful attempt of delivery. This will be automatically added to your consignment number history and is available at any time to view using your consignment number.

Our courier will always attempt redelivery within the UK on 3 separate visits. The 3rd visit a driver will try and drop your parcel at a local pick up point as a different approach to trying to be successful in your parcel reaching you. Please read and follow up text or email correspondence to track your local drop of point.

ORDER CANCELLATION POLICY

Customers needing to cancel an order should do so by calling the Horzehoods Cheshire office by telephone 0161 480 7333 or via email info@horzehoods.com. Orders cancelled prior to dispatch will be refunded in full. Orders cancelled after dispatch will need to be returned to Horzehoods Ltd in unused condition at the customer’s expense. The value of the order, minus the initial postage & packaging cost will be refunded to the method from which payment was originally made. You do not have to give a reason for cancellation and have a 14 day cancellation period applied starting from the day the order was created via the website. Please ensure your parcel was returned via a trackable service as Horzehoods will not be responsible for any delays or loss of parcels should they not reach our team. We cannot accept a cancelled order back in for refund if the product has been opened from the packaging and is not in immaculate new condition along with swing tags.

PAYMENT METHODS

Payments are always made in full prior to an order being placed. We do not offer credit accounts. All payments in the total box of invoice are inclusive of VAT at the current 20% rate. A breakdown of sub-total, tax and postage fees will always be shown on your invoice. This is automatically emailed to the email address given at the time of ordering or creating your account. We suggest you always double check your email address and spam folders. Payment methods we take via our website are Visa Debit, Visa, MasterCard and PayPal. We use secure Barclays as our merchant provider for added security and peace of mind to the customer. All credit card numbers are kept confidential and encrypted via out merchant provider. Horzehoods Ltd has no visibility to any customer card details. Should a customer order via telephone the card details given are instantly put into the card machine and not written or held on record. Any card details that are posted through on exchange forms to take for return postage once taken on the card machine will be permanently destroyed or erased as we do not hold cardholder details on hard copy due to data protection. If customers send their card details through via email or any of our social media sites the message will be deleted once card payment has been taken. We also accept manual methods of payment such as cheque, postal order or BACS payments, however, before using manual methods we suggest you contact the Horzehoods Team to arrange for the product you are manually ordering to be taken aside, saved and taken from our website inventory. Any purchase made via trade show exhibition events will only be provided with a manual written receipt ‘upon’ customer request. In order to refund a trade show item we will need a receipt, if a receipt is not supplied only an exchange will be offered based on the product still being in original packaging, unworn and having original tags still attached and within the 14 day period of the trade show event taking place.

REPAIRS

Due to not receiving a high return volume of damaged products in ratio to volume sold we do not offer a system in place to support a repairs service, therefore it is imperative that upon receiving your product you check it over thoroughly for manufacturing defects and to make sure you are happy with how your product has been sent to you in terms of quality as once the product has been worn we take no responsibility over damage on worn products made by your horse or pony; such as snags, rips, tears. We do quality inspect all our products before sending to reduce the chance of a faulty item being sent. If a fault is noticed on the arrival of a new product contact info@horzeoods.com to ma/ke us aware and return to the return address given in your return form which will be enclosed with product(s) and we shall refund you within 14 days of receipt of faulty item being received in. We do not sell our Horzehoods Standard hoods as turnout hoods nor for turnout purposes.

We have daily reports from clients which have done so with great results, however this is not something we have tested ourselves and cannot confirm. Our standard Horzehoods are made from a Unique Blend of spandex Nylon Polyester mix and are purposely made to be lightweight, breathable to help protect the mane and add shine to the coat, therefore the fabric is not durable enough to withstand fence snags and so forth so we recommend if you are going to use for turnout purposes you must protect the hood with a full neck rug. Owners use standard horzehoods at their own discretion and Horzehoods take no responsibility over damage or injury to the product wearer or garment under any instance.

IMPORTANT – We are unable to accept any products back which have not been cleaned and dried prior to return. This is part of Health & Safety Regulations and potential hygiene issues associated with inspection and handling horse & rider clothing. (Health and Safety Act 1974). Please ensure your returned products are suitable for inspection. After inspection, a member of Horzehoods will contact you to discuss further.

FEEDBACK & REVIEWS

By submitting photos and feedback via our website and our social media channels you are giving Horzehoods Ltd consent to share your lovely photos and content with our customers and followers. Thank you for taking the time to share them and for submitting them to the team. Suggestions, further ideas and input are always welcome from our customers.

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