RETURNS AND EXCHANGES
If you live in the United Kingdom, 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 our 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 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.
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 firstname.lastname@example.org) within 14 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 own cost, as soon as possible, with as much of their original packaging and their original paperwork as possible. We will refund to your credit card, as soon as practicable and in any case within 30 working days of receiving the goods, the sums paid by you in relation to them, excluding any postage/courier charges.
For faulty items or items sent in error your return postage will be re-imbursed 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 21 days of your cancellation notice, we may chose to recover the goods from you, and if we do, 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. We do not accept returns of safety equipment [hats, body protectors, air jackets] because we are unable to verify they have not been damaged in your care. We do not accept the return of prescription medicines.
This does not affect your statutory rights.
Returns Do's and Dont's
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.
If at all possible, please 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 we both 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 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, which have been made specifically to a customer's requirements, design or measurements.
Where you return items to us which are not the goods 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:
The Paddock Pantry Ltd
We reserve the right to amend this returns policy without notice.
ITEM SPECIFIC GUIDANCE
Saddles 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 saddle is reduced - you have a legal duty to take care of all of the product, not just the saddle itself.
PLEASE TAKE CARE WHEN YOU TRY THE SADDLE ON YOUR HORSE. If the saddle has been used so that it is dirtied, or it is damaged by you in any way, particularly including creasing to the straps (which greatly reduces the value of a new saddle), we will consider that you are in breach of your legal duty to take reasonable care of the saddle. If you need guidance on the best way to try out the saddle without damaging it, please contact us for advice. Where you have not taken reasonable care of the saddle, we will claim any reduction in the resale value of the saddle from you, which may be deducted at our discretion from the refund.
BRIDLES AND LEATHER GOODS
Do not buckle up leather goods when you are trying them for size on your horse as this may mark the product and reduce the refund we give to you.
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 and 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. Preferably try the rug over a sheet to keep it clean and 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. 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 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.
When trying on boots 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. Forcing the zip may damage yourself as well as the boot! If the zip will not do up easily, then the boots 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.
Is your horse dying to be turned out? There is a seasonal spike in colic caused by the significant change in diet from mainly hay/haylage to grass. Help your horse by making the change slowly – ideally over a week or so, gradually increasing the time spent at grass. If you are working for example, so can’t just pop back to bring them it, start the process at the weekend...