Horse Active Terms & Conditions

HELP WITH ORDERING

Online

This is by far the simplest and safest payment method.

We accept most popular credit and debit cards excluding American Express and Diners Card.. To order from our shop simply check the boxes with the required quantities, add to basket, proceed to checkout, and finally proceed to the Sagepay secure server to complete your payment.

We also accept Paypal payments. Please follow the instructions at check out.

After completing your transaction you will receive a confirmation email.

By Phone

Within the UK 023 9259 9532 or Mobile No. 07733 366718.   International +44 (0)2392 599532

You may place your order by phone using your own credit or debit card. We are unable to accept orders from anyone other than the card-holder themselves. Please have a note of the product descriptions and have your credit card ready when you phone us. You will receive an email receipt when your credit card has been charged if you supply us with an email address when placing your order. Please record your order details in case of a query.

SHIPPING  WITHIN THE U.K MAINLAND  (see below for N. Ireland, Isle of Man, Scottish Highlands and Islands and Channel Islands)

Postage and packaging costs

Postage and packaging costs of £5.95 will be added to your total order on goods ordered up to £100.00 in value. Delivery is free (UK Mainland only ) on orders over £100.00. Your order will be despatched by courier and a signature is required upon delivery.

Delivery to addresses in the Scottish Highlands and Islands, Isle of Man, Channel Islands and Northern Ireland is £8.95 by courier on a signatory service.

International Shipping

Delivery to some European countries is shown at checkout. If your total order is over 10kg in weight there may be an additional charge for delivery and you will be notified after placing your order. Enter your country at checkout to see delivery options. If delivery to your country is not shown here please email us with your order enquiry and we will quote for shipping. We will need to take your credit card details by phone in these instances.  If you are paying by Paypal we will send a money request for the total including shipping.

You are welcome to collect your order if you live locally, saving on delivery costs. Please telephone us on 02392 599532 or 07733 366718 to arrange a mutually convenient time for you to collect. Select this option at checkout and you will not be charged for delivery.

Tax Charges

UK VAT at the current UK rate of 17.5% is included where applicable. Some of our products are zero rated. These include all books and most equine supplements.

UK Value Added Tax will be deducted for companies registered for VAT (or its equivalent tax) in other countries of the European Community, or for individuals who are resident outside the European Community.

Private individuals residing anywhere within the EC will be unable to reclaim the current rate of UK VAT from their purchases.

BFPO orders are only eligible for VAT exemption when placed by post and accompanied by written authorisation from the Commanding Officer.

DELIVERY

Orders are normally despatched within 24 hrs of placing your order and if any items are out of stock you will be informed of the expected delivery date. When your order has been despatched you will receive a confirmation of despatch email. Please allow 3 - 5 working days for delivery before contacting us. Please allow up to 14 days for Christmas deliveries. A full refund will be made if your order does not arrive within 30 days of placing an order.

Non-delivery and delivery discrepancies

If you believe your parcel to be lost, please contact us. We have to allow 14 days from despatch date for delivery of a parcel or packet to comply with Post Office and insurance regulations.

In the case of any discrepancies like missing contents, outstanding items or incorrect price details, please email us at orders@horseactive.co.uk immediately. You must do so within 30 days of invoice date.

DAMAGED GOODS, RETURNS AND CANCELLATIONS

Damaged Goods

In the event of an item being damaged due to defective materials or workmanship, please return the goods to us within 7 days of receipt for inspection by us before reimbursement is made. Do not continue to use items when damaged, as you will then be deemed to have accepted the goods in their damaged condition.

Please allow 28 days for reimbursement or issue of replacement goods.

All your normal postage and packaging costs will be reimbursed on justified damages.

Returns and Cancellations

We offer all our customers the right to cancel their order before despatch or return their order and request a refund within 30 days of receipt.

You do not have to have a reason for returning or exchanging the goods.

Refunds and exchanges may only be processed when we have received the returned items. We will not refund the original postage and packaging or the return postage unless the goods were damaged or faulty upon receipt.

It is advisable to obtain a Certificate of Posting from the Post Office and consider insuring your parcel in the event of loss or damage when returning items, as we cannot compensate for parcels that are damaged or mislaid in transit.

On receipt of a returned item that was originally paid for by credit card, a reimbursement will only be made to the credit card account or paypal account of the person who originally paid for the goods.

PRICING

We make every effort to maintain accurate prices on our web site. However, this is not always possible for reasons beyond our control. We reserve the right to discontinue any item and to change prices when necessary.

COMPLAINTS

In the unlikely event that you should have a complaint regarding any Horseactive product or service we will deal with your complaint within 5 working days. During this time we will provide you with a likely time scale for a solution and keep you informed as the progress of your complaint.

SECURITY, DATA PROTECTION AND PRIVACY POLICY

When placing an order through our website your details are passed through to Sagepay secure server connection. This ensures the absolute security of your personal information.

Personal details and email addresses registered or submitted on our website will only be used to send out requested information or process an order and inform you of occasional product promotions. We will NOT bombard you with spam and that is a promise! We do not store a record of your credit card details as these are encrypted at the time of placing your order on the Sagepay secure server.

We do not pass your details to any third party or organisation.

CUSTOMER SUPPORT AND SERVICE

If you have an enquiry or complaint we may be contacted in the following ways.

Email us at help@horseactive.co.uk

PHONE (GMT 09.30a.m. - 17.30 p.m. Monday - Friday)

Within the U.K. 023 9259 9532 or mobile 07733 366718

If you are calling from Europe dial: 00 44 2392 599532.

For calls from the USA, dial: 011 44 2392 599532

International - Phone from any other part of the world dial the international access code, then dial 44 2392 599532

FAX: 0871 247 8752

To send a fax from outside the U.K. dial the international access code, followed by 44 871 247 8752

Write to:
Active Items Ltd, 16 New Road, Clanfield, Waterlooville, Hants PO8 ONS, England

Our normal hours of business are from 08.30 a.m. to 17.00 p.m. Monday to Friday. Please remember that our time zone may vary from your own and don't forget to make allowances for this!

COMPANY DETAILS

Registered Office:

Active Items Ltd, 16 New Road, Clanfield, Waterlooville, Hants PO8 ONS, England

Registered Company No. 3931086 VAT Registration No. 777 5008 06