Item Descriptions
We rely on product descriptions and stock photographs provided by manufacturers of the items sold. We therefore try to keep the product description as accurate as possible, we are always grateful if our customers notify us if they find errors in listings.
Availability
Sometimes goods may need to be ordered in especially for a customer. Due to reasons beyond our control, such as our suppliers being out of stock, this may result in a delay in dispatching your order. We will contact you before processing any order where this becomes an issue as soon as possible and advise you when we can expect to receive the goods. We will offer you the opportunity to cancel the whole order or part cancel, and refund the monies paid for the applicable unavailable item, and then despatch the balance of your order.
Payment
We accept payments via Paypal, Personal Cheque and/or cash on collection. Goods will only be dispatched upon receipt of fully cleared funds. Please allow at least 3-4 working days for clearance of cheques.
The ONLY payment method accepted for Collection items is CASH upon collection.
Quality Control
All goods will be checked for quality prior to dispatch. In addition, goods with “sell by” or “use by” dates will be examined to ensure those dates have not expired.
We always ensure electrical items are working prior to packaging where possible.
Checkout
We will always use the most economical method available to deliver to you, whether it be via one of our appointed couriers, or via the Royal Mail.
Unfortunately, eBay's and Paypal's checkout facilities, do not automatically combine orders correctly for multiple items or combine P&P fees. Therefore, when you checkout, you can often expect to see P&P charges quoted as if you had added together all of the individual items. This is normal for all sellers on eBay. It is just how the eBay systems work.
If you are buying MUTIPLE items, please follow the following instructions:
Do NOT pay for your items.
Instead, when you have finished shopping with us, simply send us an email, and we will combine your various orders into one, and amend the P&P charge. Once we have combined your orders, we will send you a single eBay invoice, confirming the individual items on the order, and the one single P&P fee. This will be done through eBay. If you do make a mistake and accidentally pay the P&P quoted by eBay, do not worry. 99% of the time we spot customer errors before they do. Errors we spot, are refunded to customers immediately.
Deliveries
Whilst we can guarantee orders placed with us will be dispatched normally within four working days, we cannot be held responsible for our courier's performance. No mail order company can. In the unlikely event that our courier fails to deliver within the agreed time frame from the point of dispatch, we will work closely with you to ensure your delivery is received as quickly as possible.
You May need to be available to sign for the consignment(s). Should you not be available to receive your goods on your delivery day, it is our courier's policy to leave a card at your delivery address, inviting you to contact them to rearrange delivery or alternately you can arrange to collect the item from their local depot..
For smaller orders or orders where it is uneconomical to use our courier, we, at our discretion, will use the best methods available to us to ensure your goods arrive promptly, and in good condition. Details of Post and Packing costs are listed with items. Our chosen method may require you to be available to sign for the consignments. You will be sent an email advising you of when your order has been dispatched.
Where ebay provide a telephone number on the sales invoice, this may be shared with our couriers in order for them to deliver your goods. Should you wish for us not to share your telephone number please add this as a message at checkout however please be aware some couriers need a contact number in order to process the delivery.
Receiving Goods
We strongly recommend that you inspect all packages and goods at the time of delivery, and do not sign for deliveries where packaging is damaged. Once an item has been sent we will allow up to 7 days for you to check the item over for any damage or missing items. After this period we cannot be held responsible should you find any item damaged or missing. Please note that should you not live in an EEC country then Customs charges may apply in the country or delivery. Hip Horses is not responsible for these charges and they should be met by the Purchaser.
Returns Policy
We accept returns within 7 days. The item must be returned in good order having taken reasonable care of the item whilst in your possession. Items should be in the same condition as you received them, ie, unused, unsoiled, sealed, in original packaging and fit for resale.
Should you wish to return the item, please email us for a returns number within 7 days of receiving the item and then send it back within 30 days to our address as shown in ebay, with a note stating your name, address, requirement and returns number, and we shall sort it for you. If you do not put a note as detailed in with the item, we shall not know who it is from or what is needed or where to send the replacement if required. Please note if you fail to obtain a returns reference within 7 days of receipt we may not be able to accept the item back for refund or exchange. Should you need a replacement/exchange item we will charge for resending the goods, you will be sent a paypal invoice for the additional postage charge. The cost of returning goods to ourselves must be met by the customer and we advise all items are returned via tracked postage as we cannot accept responsibility for lost or damaged items being returned.
If items are returned NOT in a new condition as when sent, we are unable to offer a full refund.
Some items are EXCLUDED from our returns policy and these include any food/feed products, and safety equipment (riding helmets and body protectors).
Return Carriage Costs
Because our prices are so low we can not afford to carry any of the costs associated with returning items. If an item has to be returned to us this cost must be born by the customer.
Returning Goods
We cannot accept responsibility for lost or damaged items being returned, and therefore recommend that you use a recorded delivery service or an insured carrier when returning items to us. Goods must be returned in the original boxes/packaging. Please enclose a note stating your name, address and requirement.
Refunds
We guarantee to refund the purchase price of any item returned to us in its original condition, that is unsoiled, unused, fit for sale, and in its original packing, if advise within 7 days of receipt of the item. Please be aware some items are excluded from this refund policy which includes any feedstuffs and supplements which have been opened.
Free Postage Items - please note, refunds for all 'free postage' items will be refunded the purchase price MINUS our outgoing postage costs.
Guarantees
All the products we sell are covered with the manufacturers standard warranty. We are happy to help anyone who experiences any product defect under the manufacturers standard warranty.
Liabilities
We cannot be held responsible for any damage or loss arising from the products we sell or services we supply.
Manufacturers of products should be consulted prior to purchasing to ascertain product suitability. We also suggest trying new products in limited quantities to ascertain suitability for use.
Statutory Rights
None of your statutory rights as a consumer are affected by our policies.
Privacy Policy
We do not disclose buyers' information to third parties, except for the purpose of delivering your goods. Details recorded by us for the purpose of conducting business with you will be maintained exclusively by us for the purpose of record and communication only. This information will be held in a secure environment.
