Terms & Conditions

TERMS & CONDITIONS

 

Ordering Information

We are aware you may have concerns in passing your credit card details over the Internet , to alleviate this all orders are processed using SSL encryption. Royal Equestrian do not process card details on our server,  ALL credit card information requested through our website is processed directly by Sage Pay on their own encrypted servers. Alternatively you can post, fax or simply telephone your order through to our sales office, where our staff will process your order via our secure Sage Pay link. The majority of products on our website are available for dispatch from stock. We will dispatch your order within 2 working days and parcels are send on a next day service to most UK mainland addresses. If a product is not in stock or if for any reason it may take longer we will notify you and you will have the right to keep the item on back order, change the order or cancel the order.

Delivery

We aim to dispatch orders within 2 working days subject to stock availability. If necessary we can deliver the parcel to a business address but please advise at time of order. Once your order has been invoiced, it will be packed ready for shipment and you will be sent an e-mail from our courier with tracking details. Please note* If you have chosen to have your package shipped via Royal Mail this has no tracking service available. Parcels left with no signature will not be held accountable by Royal Equestrian.

Returns Procedure

If a product is found to be faulty upon fitment, please contact us immediately. We will inform you of the returns procedure and any details we may require. Upon receipt of your returned item we will inspect the product to ascertain the cause of the fault and if this is found to be due to a material or manufacturing fault we will send you a refund or replacement free of charge. If a product develops a fault after fitment, please contact us for advice. Our staff will advise you of any steps to take before returning the product.

Order Cancellation

If you would like to cancel your order this can be done with no charge to you, the customer (this excludes custom orders). No reason is needed for cancelling an order and it can be cancelled at any time during the order process starting immediately after the order has been placed on the website. The cancellation period ends 14 days after the day the goods were ordered, this period is more commonly known as a cooling off period. After this time you are unable to cancel the order without a valid reason i.e. the supplied goods are faulty or defective in some way. Any orders cancelled within the order process or the cooling off period will need to be returned to Royal Equestrian at the address given on your invoice. The cost of the return postage for the goods is the responsibility of the customer. Any cancelled orders will have funds returned to you via your method of payment. Custom orders are confirmed by Royal Equestrian prior to order with the manufacturer, after confirmation of these orders any cancellation will incur a 50% cancelation fee payable by the customer.

Warranty – General Notes

All product warranty is in addition to your specific legal rights. All statutory rights remain unaffected. Unless stated, all of our products are new. The warranty protects the original owner & is not transferable unless otherwise stated at the time of purchase. It covers all defects in material and manufacturing but does not cover damage caused by accident, misuse, modification or damage caused by neglect. Damage caused by failure to follow fitting instructions is also not covered. The warranty does not cover any incidental or consequential losses, the cost of return for testing or the cost of removal and re-installation.

Complaints Procedure

Should you feel that any aspect of our service does not meet with your expectations, please do not hesitate to contact us. Your complaint may be sent to us at our trading address provided on our invoice, marked for the attention of Mrs P Bates. All letters of complaint will be acknowledged within 5 working days of receipt. Where complaints cannot be fully addressed within 5 days a letter or e-mail of acknowledgement will be sent stating the likely timescale before a comprehensive response. We strongly recommend that such letters be sent by recorded delivery.

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