HORSE NEEDS — POLICIES & CUSTOMER INFORMATION

Terms & Conditions

1. Introduction

These Terms & Conditions govern all purchases made through HorseNeeds (“we”, “us”, “our”). By placing an order, you agree to these terms.

2. Products & Availability

2.1 Stock Items
Not all items are held in stock at all times. If an item becomes unavailable after ordering, we will contact you to offer alternatives or a refund.

2.2 Made-to-Order Items
Some items are manufactured to order, including saddles, tack lockers, tack boxes, and custom or handcrafted equipment. Please allow up to 6 weeks from payment for these items.

3. Delivery

3.1 UK Delivery

• In-stock items: 7–14 working days

• Made-to-order items: up to 6 weeks
  Working days exclude weekends and bank holidays.

3.2 Courier
All orders are shipped via Royal Mail. Tracking is provided where available.

3.3 Split Shipments
Orders containing both in-stock and made-to-order items may be shipped separately at no extra cost.

3.4 Delays
We are not liable for delays caused by Royal Mail, customs, or other external factors.

4. Pricing & Payment

All prices are in GBP (£). Payment must be made in full at checkout. Made-to-order items enter production only after payment is received.

5. Cancellations

5.1 Stock Items
Orders may be cancelled before dispatch.

5.2 Made-to-Order Items
Cancellations are not possible once production has begun.

6. Liability

We are not responsible for indirect or consequential losses caused by delayed or failed delivery. Products must be used according to manufacturer guidelines.

7. Privacy & Data Protection

We comply with UK GDPR. Personal data is used only for order processing, customer service, and legal compliance.

8. Changes to Terms

We may update these Terms & Conditions at any time. Changes apply to future orders only.

Shipping Information

UK Delivery

• In-stock items: 7–14 working days

• Made-to-order items: up to 6 weeks

Courier
All orders are shipped via Royal Mail.

Dispatch Times

• In-stock items: 1–3 working days

• Made-to-order items: dispatched after production

Missed Deliveries
Royal Mail will leave a card with redelivery or collection instructions.

International Shipping

Availability
We ship internationally where available at checkout.

Courier
Royal Mail International or a trusted partner.

Estimated Delivery Times

• Europe: 7–21 working days

• Rest of World: 10–30 working days

Customs & Import Fees
Import duties, VAT, and customs charges are not included in our prices and must be paid by the customer.

Tracking
Tracking is provided where available; some countries offer limited tracking.

Delays
International shipments may be delayed by customs, local postal services, or transit issues.

Returns Policy

Eligibility
Items must be unused, unopened, and in original packaging. Returns must be initiated within 14 days of delivery. Proof of purchase is required.

Non-Returnable Items

• Made-to-order items

• Customised or personalised products

• Used items

• Clearance items marked non-returnable

Faulty or Damaged Goods
Contact us within 48 hours with photos. We will arrange a repair, replacement, or refund.

Return Shipping
Customers are responsible for return postage unless the item is faulty.

Refunds
Processed within 5–10 working days after we receive the returned item.

🛠 Warranty & Repairs

Warranty Coverage
Most products include a 12-month manufacturer’s warranty.

Covers

• Manufacturing defects

• Faulty materials

• Structural issues

Does Not Cover

• Wear and tear

• Misuse or poor maintenance

• Accidental damage

• Water damage unless specified

Repairs
Some items can be repaired by the manufacturer or a specialist. If repair is not possible, replacement or refund options will be discussed.

Customer Service FAQ

How long does delivery take?

• UK in-stock: 7–14 working days

• Made-to-order: up to 6 weeks

• International: varies by country

Which courier do you use?
Royal Mail.

Can I return an item?
Yes, unless it is made-to-order or personalised.

My item arrived damaged.
Contact us within 48 hours with photos.

Do you ship internationally?
Yes — see International Shipping section.

Can I cancel my order?

• Stock items: before dispatch

• Made-to-order: cannot be cancelled once production begins

Contact Us

Email
horseneedsequestrianshop@yahoo.com
We aim to reply within 1–2 working days.

Postal Address
HorseNeeds
3 Hemplands
Chedworth, Cheltenham
Gloucestershire GL54 4NH
United Kingdom

Opening Hours

• Mon–Fri: 9:00am – 5:00pm

• Sat: 10:00am – 2:00pm

• Sun & Bank Holidays: Closed