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Terms and Conditions

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.

RETURN, EXCHANGE OR REFUND

(Your rights to return goods are protected under the EU Distance Selling Directive). No return will be accepted without proof of purchase. All exchanges or returns must be within 14 days of purchase. All Sale/Special Offer/Defect items are non-refundable; All exchanges will come with buyer to pay return postage and packaging for the exchange product(s) to be sent back out. Any items/products which deem to have a manufacturing fault will be replaced free of charge. We must have the item back to inspect in order for the team to determine whether the item has been accidentally damaged by the product wearer or through a manufacturing fault. All return items must be sent via Recorded or Tracked parcel, we will not be held responsible for any goods that should be lost in transit. Refunds will be granted once item has arrived back to our office and we endeavour to process within 14 days of receiving product back. Refund amount will be paid to the original method used when making the original order. For a return on any faulty or defected product to be eligible for a full refund the customer ‘must’ return the item within 3 days of making us aware of the intent on returning based on an unsatisfied product. Please note any products we receive into the team that expires over 7 days after making a complaint will not be accepted for a refund and only an exchange will be given. If we do not receive an item back within 28 days of the initial complaint this expires the warranty complaint and any eligibility to return under warranty.

IMPORTANT: Any goods that are soiled will not be handled and will be returned back to the recipient. If the product has been worn and is being returned due to a suggested defect we will not accept a soiled items under the Healthy & Safety Act 1974. Horzehoods are not made to measure, we have lots of moulds which have been created based on an average size we have studied & researched over a period of time starting from Mini Size 1 (2ft6) right up to Big Size 3 (7ft9). See our size guide for further details but please remember our stock is not made to measure. We are more than happy to refund fully or exchange within 14 days from sale if you are not 100% happy and apply to all our terms and conditions. No obligations. None of our terms are stipulated to affect your legal rights as the consumer. We do not sell our Horzehoods Standard stretch 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 our own special fabric blend mix, 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 wearer or garment under any instance.

IMPORTANT: If you are sending a faulty product back for repair or replacement we do require the product back in to the office before supplying a replacement.

SOCIAL MEDIA INFORMATION

Horzehoods run a series of competitions and offers throughout the seasons which will always be open to anyone who has a social media account to apply. Rules of entry will be stipulated on each post at the time of posting the competition. All competitions are always drawn fairly and randomly and we do not personally select a winner. Any winners that are not within the UK Mainland will be required to pay the additional International postage fees. Should the international winner not want to pay the postage fees they are welcome to opt out and another selection will be made. Winners that do no claim their prize within 7 days will lose their prize and a redraw will be made on the 8th day.

IMPORTANT SOCIAL MEDIA INFORMATION:

The Horzehoods Team are trained to give email or telephone communication priority prior to social media messages, comments and general communication. We therefore strongly suggest if you want a rapid 24 hour response for any complaint, feedback, refund, cancellation and so forth please always use email or telephone. Should the team receive a complaint or return arrangement via social media platforms they will forward you the relevant information process to enable you to be responded to efficiently. Our social media Admin Team are hired to deal with queries on the products, sizing questions, general care and help with ordering manually and via the website; we therefore suggest for anything more in depth such as complaints, refund or exchange arrangements please contact customerservices@horzehoods.com or call the Cheshire Office 0161 480 7333.

Offers advertised via Social Media are open for all social media customers and are only added to the website when stipulated on the particular status or post. Any comments left on our social media profiles which appear to be vicious, abrupt, violent, threatful or strong language used will be deleted immediately and the user who posts such comments will be banned from the profile. We have young riders who follow our social media platforms therefore it is imperative we protect them from such language and words and Horzehoods hold a strict zero tolerance policy on this subject. Any comments deemed slanderous against Horzehoods will also be removed. Any issues or upset should be reported to the team admin@horzehoods.com

PRIVACY POLICY

Horzehoods Ltd website and all contents on their website, photos, literature, product names are owned and protected under Horzehoods Copyright. All photos are owned by Horzehoods and we restrict any photos being used under any circumstances particularly for advertising unless permission is granted by the Director of Horzehoods.

Horzehoods will not on any occasion disclose customer’s information to any third parties.

Cookies are used on this shopping site to keep track of the contents of your shopping cart and to remember previously inputted information such as your delivery address. You can turn off cookies within your browser by going to 'Tools | Internet Options | Privacy' (in Internet Explorer) and selecting to block cookies.

CONTACT US

Cheshire Office: 44 (0) 161 480 7333 Useful Emails:

  • General: info@horzehoods.com

  • Complaints: admin@horzehoods.com

  • France: france@horzehoods.com

Or write to us at Horzehoods Ltd, Unit 2, Jones Court, Jones Square, Stockport, SK1 4LJ

INTELLECTUAL

  • HORZEHOODS is a Registered Trade Mark.

  • © Copyright 2016 Horzehoods Limited

  • Approved Member of BETA

  • Approved Member of ACID (Anti Copying in Design)

  • Vat Registration Number 206 3326 42

  • Registered with Companies House (Ltd)

In no event are you permitted to publish, distribute or otherwise reissue any of our website content, images or articles published as visually shown on www.horzehoods.com or any of our social media platforms without written consent.

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 12% Lycra and 88% Polyester 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.

SPONSORSHIPS

Due to the high volume of queries our team handle on a daily basis we must always prioritise customer orders and queries above replying to any sponsorship requests. We can receive in excess of 30 a day so please do not be offended if we do not reply it is extremely hard to monitor replies on days of high query volume. Any sponsorships sent to customerservices@horzehods.com will be held on file and checked whenever we have a space become available.

  • HORZEHOODS is a Registered Trade Mark.

  • © Copyright 2016 Horzehoods Limited

  • Approved Member of BETA

  • Approved Member of ACID (Anti Copying in Design)

  • Vat Registration Number 206 3326 42

  • Registered with Companies House (Ltd)