RETURNS AND EXCHANGES
Cancellation Rights & Returns – UK and EU
If you live in the United Kingdom or another European Union country, you have a legal right to cancel your order after you have received and inspected the goods. Please note that in the case of clothes and accessories, “inspect” means examine, and does not permit you or your horse to wear and use the items. Please see out item specific guidance below.
Please note that no statutory cancellation rights apply to goods that have been made specifically to your requirements, design or measurements.
Please note that you are under a legal duty to take care of the product, and this includes all packaging and labelling. Care must be taken to ensure that the goods remain in the best possible condition. Please refer to guidance notes.
Please take particular care with items which are easily damaged. If you need guidance on the best way to try any item without damaging it, please contact us. When trying on goods it should be reasonably apparent before fully trying on the goods whether they are likely to fit or not and you should not stretch goods or force zips or fastenings as this may damage the goods and cause injury to you or your horse. Items must be kept clean and free from contamination and discolouration.
Should you decide to return the goods you must notify us of cancellation in writing (by post to the address below, or by email to email@example.com with a dated photograph within 7 days of receipt of the goods. Following cancellation you are under a legal duty to not use the goods, and to take care of them.
You must return the goods to us securely packaged, in the condition in which they were received, at your cost, as soon as possible, with as much of their original packaging and their original paperwork as possible. We will refund to your credit / debit card, within 30 working days of receiving the goods, the sums paid by you in relation to them. If deemed so and receipt is provided.
For faulty items or items sent in error your return postage will be reimbursed up to a value of £7.50. If the cost of returning the item is going to exceed this we are able to arrange a courier collection for the cost of £7.50 (UK Mainland only) if required, otherwise we recommend using the second class recorded option through your local Post Office.
If you do not return the goods within 14 days of your cancellation notice, we may choose to recover the goods from you, and if we do so, to charge you for the cost of doing so. If, despite sending a cancellation notice, you do not return the goods or fail to make them available for collection within 21 days of your notice of cancellation, you will be deemed to have accepted the goods, at which point a new purchase contract will be made, and if we have already granted a refund, you will be re-charged for your order at the price set out on the web site.
ACCEPTANCE OF RETURNS:
When we have accepted and processed your return we will be in touch to let you know how we are to proceed. Due to Health and Safety reasons we will NOT accept your return for any reason if it is sent back to us dirty or wet.
This does not affect your statutory rights.
Returns – Rest of World (inc USA, Canada, Australia, New Zealand)
The EU cancellation rights set out above do not apply to customers living outside of the EU.
For non-EU customers, we hope you will be fully satisfied with our products. If for any reason you are not satisfied because they are mis-described or faulty, we will be happy to accept a return from you in accordance with the following policy. You must contact us as soon as possible to explain your concerns and your wish to return the goods by email to firstname.lastname@example.org
If we reasonably agree with your concerns, we will confirm by email that you may return an item in its original condition and packaging, which must be sent to us within 7 days with dated photograph of us sending to you that written confirmation. On receipt of the returned item and verification that your concerns are genuine, we will issue an internet credit note or item exchange subject to our discretion. Unless we specifically agree otherwise by email, we will not grant refunds on items received more than 14 days after we email you to confirm your return. We do not refund shipping charges.
Returns Do’s and Don’ts – All Countries
You may return goods by mail to the returns address below. We recommend that you send your goods back by recorded delivery or a secure delivery method which requires a signature on delivery, as we cannot be held responsible for it being lost or damaged before it arrives to us.
You must include with the goods a copy of your internet invoice, cancellation notice (where applicable) or a written note of your name, address, e-mail address, order number, and reason for return. This enables us to identify the transaction and speeds up the process, and prevents fraudulent returns.
Please note that when posting return goods from outside the UK, you are responsible for paying any customs levies or duties on those goods payable either on exit from your country or on entry to the UK. If the goods which you have sent back to us are kept in customs because you have not paid those levies or duties, we will not have received them. Because it is your responsibility to pay all customs duties, legally you will not have returned the goods to us / kept them in your care, and so will not be entitled to any refund / exchange.
Where you and we agree that an exchange of goods is appropriate, we reserve the right to charge you our costs for posting the exchange goods to you and you should include the appropriate postage amount for the outgoing postage of an exchanged item, or provide written authority for us to take the money from your account. Similarly, where the goods are returned to us as undelivered by your postal service, and we agree to re-send them to you, you will have to pay the additional postage costs.
If you fail to return packaging which is an integral part of the overall product (for example branded packaging on high value items) then you will not have returned all of the goods, and we reserve the right to recover the cost of replacement from you and where there is evidence of dishonesty, to refer the matter to the police.
Where goods are returned in a damaged, worn or dirty condition, which indicates that they have been worn or used after you have had a reasonable chance to inspect them on receipt, we will consider you to be in breach of your legal duty to take reasonable care of the goods and reserve the right to recover appropriate sums from you.
Goods will not be accepted for return that have been made specifically to a customer’s requirements, design or measurements, customer specific order and any items purchased under a sale banner.
Where you return items to us which are not the goods which we dispatched to you (which we can easily check), you will not have returned the goods, and accordingly will be deemed to have accepted the original goods which we sent you. We will notify the police where there is any attempt at fraud or dishonesty (for example where lower value items are returned), and will actively pursue all such cases through the courts. We will also actively fight any fraudulent claim-backs made through your credit card company.
If you do not comply with your obligations above, we may make a reasonable charge to cover any costs that we incur (for example in respect of wasted collection journeys or for goods that you have wrongly used, damaged, dirtied, or lost).
Notice of cancellation and returns should be sent to:
Nedge Farm Retail
We reserve the right to amend this returns policy without notice.
HORSE RUGS & BLANKETS
Horse rugs / blankets returned under the statutory right to cancel should be returned as close as possible to the same condition in which you received them – please also return all tags and original packaging, which are part of the product and without which the value of a new horse rug / blanket is reduced – you have a legal duty to take care of all of the product, not just the horse rug / blanket itself.
PLEASE TAKE CARE WHEN YOU TRY THE HORSE RUG / BLANKET ON YOUR HORSE.
Make sure the straps on the rug are tight enough, so when your horse rolls it does not catch its legs in them when getting back up. (This is the main reason straps break, they simply do not drop off!). It must be correctly fitted.
All our turnout rugs are breathable but if put on a sweating horse or a horse which gets too warm, the rug may temporarily show signs of leakage. Please dry out your rug and then test it allowing some water to rest for a minimum of 20 minutes on the surface of the rug. If returned, we also will test it in this way.
If the horse rug / blanket has been used so that it is dirtied, become stretched or ill fitting, or it is damaged by you or the horse in any way, (which will greatly reduce the value of a new horse rug / blanket), we will consider that you are in breach of your legal duty to take reasonable care of the horse rug / blanket. If you need guidance on the best way to try out the horse rug / blanket without damaging / contaminating it, please contact us for advice. Where you have not taken reasonable care of the horse rug / blanket, we will claim any reduction in the resale value of the horse rug / blanket from you, which may be deducted at our discretion from the refund.
RIDING BOOTS / CLOTHING
When trying on boots / clothing it should be reasonably apparent before you zip them up whether they are likely to fit you or not, and certainly whether they are so small for you that the zip would burst when you do it up.
Please do not force the zip on the boot / clothing. Forcing the zip may damage yourself as well as the boot / clothing! If the zip will not do up easily, then the boots / clothing do not fit you.
In the event that you have forced and broken the zips ignoring our advice, we will consider you to be in breach of your statutory duty to take reasonable care of the goods and will take steps to recover our losses from you.
In the event that we have reason to suspect that you have deliberately broken the zip, or damaged the boots in any other way, to try and claim the boots were faulty on issue, we will take steps to recover our losses and involve the police where appropriate to deal with any criminal fraud.
If you should receive an item that is not in perfect condition or was damaged in shipping, please immediately refuse delivery and notify us by emailing email@example.com with dated photograph.
All goods are shipped either by registered UK delivery or registered INTERNATIONAL airmail. Both methods will require a signature on receipt. Unfortunately we are not able to control the vagaries of the postal service, but would recommend that on average you allow 3 to 5 business days for UK orders and up to 10 business days for all international orders from the time of despatch. UK shipping rate is per order and will not change however many items you order.
You are responsible for all the appropriate Import and Customs Duties.
In order to protect against fraud we only are able to ship items to the billing address of the credit / debit card holder unless a prearranged delivery address has been agreed. We do check the address you give on your order before shipment.
If the courts decide that any part or wording in these terms of sale is illegal, invalid or unenforceable then that part or wording shall be deleted from the agreement and rest of the terms of sale shall remain in force.
All contracts formed, sales made, and legal disputes arising through the use this website shall be governed by English law. The English courts shall have exclusive jurisdiction to settle any disputes which may arise out of or in connection with these terms of sale or use of the website.
These terms and conditions shall apply to all internet sales made by Nedge Farm Retail, and by placing an order with Nedge Farm Retail you are accepting these terms and conditions.
THESE TERMS AND CONDITIONS DO NOT AFFECT YOUR STATUTORY RIGHTS.
If you have any doubts about your statutory rights please contact your local Trading Standards department or Citizens Advice Bureau