Prequestrian Group eBay Shop Policies
Contacting Us
The Prequestrian Group is completely dedicated to your total satisfaction. If you have any suggestions or comments please email us at customerservices@prequestrian.co.uk
Or write to us at:
Prequestrian Group Head Office
Hope Barn
Crouch Lane
Cranbrook
Kent
TN18 5PD
Any complaints will be personally handled by one of the Company Directors until satisfactory resolution.
eBay Feedback Policy – Our mandate to you
The Prequestrian Group believes the eBay community benefits from its feedback system and we always leave positive feedback for buyers who pay promptly. Likewise, we are compelled to leave negative feedback for non-paying buyers.
eBay Feedback Policy – Our request to you
For 9 years, with over 100,000 satisfied clients. The Prequestrian Group has prided itself on excellent customer service. Our feedback rating reflects this fact. However, from time to time, mistakes will be made, and things will go wrong. In this unlikely event, we hope you contact us at customerservices@prequestrian.co.uk to enable us to remedy the situation to your satisfaction before leaving us negative feedback. Please judge us on how well we do when things go wrong, not if they go wrong through no fault of our own.
Product Descriptions and Photographs
The Prequestrian Group relies on product descriptions provided by manufacturers of products. We endeavour to keep the product description as accurate as possible, however, as manufacturers sometimes alter specifications without notice, we cannot be held responsible for any variations in product specifications between details on our website and goods received by the customer. Please contact us before purchase if you would like us to check actual product specifications.
Photographs are used for illustration only and are stock photographs provided by the manufacturers whose products we supply. As above, as specifications sometimes change without notice, please do not rely on photographs to confirm specification. Note should also be taken of colour variance. As computer monitors display colours differently, we cannot guarantee colour likenesses to photograph images used.
Pricing
The Prequestrian Group is never knowingly undersold on ebay. Should you find a cheaper price elsewhere on this site, please email us at sales@prequestrian.co.uk.
Receipt of Order
Upon receipt of your order and payment, The Prequestrian Group will perform an address verification check prior to despatching goods. If you have requested a delivery address other than that associated with your credit card, bank account, and / or other than to your registered address, we will require you to provide us with a landline telephone contact number to enable us to confirm delivery details.
Payment
We accept ebay payments via Credit/Debit Cards, Paypal, Personal Cheque, BACS transfer, Bankers Draft, or Postal Order. Goods will only be despatched upon receipt of cleared funds. Please allow 5-7 working days for clearance of cheques and the new style Postal Orders.
For Card Payments, please call our sales team on 01580 851122 during office hours
Cheques should be made payable to:
PREQUESTRIAN
And posted to:
Accounts Department
Prequestrian
Prequestrian Group Head Office
Hope Barn
Crouch Lane
Cranbrook
Kent
TN18 5PD
Please write the item number(s) on the back of your cheque.
For BACS transfers or any questions regards payments, please email us accounts@prequestrian.co.uk
Quality Control
All goods will be checked for quality prior to despatch from either of our two distribution centres.
In addition, goods with “sell by” or “use by” dates will be examined to ensure those dates have not expired.
These checks will be performed by at least two individuals prior to despatch.
As a third and final check, packaged goods will be weighed and checked against the combined weight of ordered products to ensure full quantities have been included in your consignment
Despatch Times
For all orders received before 2pm, where goods are in stock, on any working day (Monday to Friday - excluding Bank Holidays) we will despatch your goods on the day of order and payment being received by us. Our feedback is an indication of this level of service. All consignments will be well packaged.
Deliveries
We will always use the most economical method available to deliver to you, whether it be via our own transport fleet, one of our appointed couriers, or via the Royal Mail.
Capped maximum delivery of £6.95 per 30Kg of goods for most of the UK
At Prequestrian, WE GENUINELY CAP OUR MAXIMUM P&P CHARGE TO £6.95, with the exception of orders where customers select an express service, for all orders to anywhere in the UK (except for Northern Ireland) as per our shop polices page.
Customers in Northern Ireland will be asked to either pay postage at our cost, in the most economic way possible, or can use our courier service at a price of £12.95 per 30Kg for a 2 working day service
Either way, prior to placing an order, customers are asked to email our Despatch Department at despatch@prequestrian.co.uk for a firm quote.
Unfortunately, unlike shopping carts you may find on our, or other, e-commerce websites, eBay's and Paypal's checkout facility does not automatically combine orders 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 and does not only affect Prequestrian. It is just how the eBay systems work.
If the total P&P you see when you checkout is quoted at over £6.95, you will not pay more than that, if you follow these simple 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 of £6.95. This will be done through eBay.
From that email, a link will enable you to Pay via Paypal easily, or within the email, there will be further instructions on how to pay via our other accepted payment methods.
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 and you will often see references to our honesty in our feedback pages.
If we don't see it straight away, don't worry, as we also have further checks to ensure our customers are not penalised by the inadequacies of computers.
Once a week, we reconcile all eBay transactions to our central accounts system and all omitted refunds are processed then.
Either way, whether you ask us, or whether we just do it for, you will never pay more than £6.95 P&P with Prequestrian.
Deliveries via Courier
Prequestrian regrets that, whilst we can guarantee orders placed with us will be despatched within one working day (Mondays to Fridays - excluding Bank Holidays) we cannot be held responsible for our courier's performance. No mail order company can as there are many things that can happen outside of everyone's control such as road traffic accidents, vehicles breaking down etc. In the unlikely event that our courier fails to deliver within 24/48 hours from the point of despatch, we will work closely with you to ensure your delivery is received as quickly as possible. If your items do not arrive in good time, please email us at despatch@prequestrian.co.uk including your phone number, and leave the rest to us.
Customers in Northern Ireland and Scottish Highlands and Islands may not be abe to receive next day deliveries due to the extra distances your parcels will need to travel. Please contact us before selecting next day (express delivery) options at the point of checkout so we can advise the likely time you can expect to receive your order.
Customers in the Channel Islands will not receive next day deliveries as these shipments are considered international shipments. As such, they are subject to customs clearance. We regret that we are unable to offer an indication of expected delivery times for international shipments as Customs clearance times are varied and outside of both the control of Prequestrian and our couriers.
If we are delivering via a courier service, our courier will hopefully attempt delivery, within one or two working days (depending on the service you select) from your despatch day, unless we have agreed a different time at the point of accepting your order. Working days are Mondays to Fridays - excluding Bank Holidays. You will be sent an email advising you of when your order has been despatched. We would like to remind customers that there are numerous things that can affect the performance of the courier's service, such as bad weather and road traffic accidents, and would further like to remind customers that as such, none of our couriers, like any in the country, can offer a guaranteed next day service as it is impossible to do.
You will 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 they will automatically attempt delivery again on the next working day. Should you not be available on this second delivery attempt a £5.00 non delivery fee will be incurred. This fee will need to be paid to us before we can authorise the courier to make the third and last delivery attempt. Should you be unavailable to sign for your goods on the third attempted delivery, the courier will notify us that they are unable to deliver your goods. We will email you advising you of this. Should we fail to receive your advice as to how you wish us to proceed within 2 days from the date of our email, we will assume you no longer require your goods, and in this event, your goods will be returned to us. In this event, the courier company will impose a return to sender fee of £5.00, which we will need to recover from your payment. Please help us avoid having to pass any of these additional courier fees onto you, by being flexible, and being available to receive you order on the first or second delivery attempt. We regret that the policy listed above is not that of our company, but is the courier company's policy, and therefore we cannot be flexible with its terms.
Deliveries via our own transport fleet
Depending on location, workload, and size of order, we may use one of our own service vehicles to deliver your goods. There will be no additional costs for this service. You will be sent an email advising you of when your order has been despatched.
Deliveries via other methods
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 despatched.
Proof of Delivery
Proof of despatch is always obtained for ALL shipments. We cannot be held responsible for lost or damaged items in transit.
Receiving Goods
We strongly recommend that you inspect all packages at the point of delivery, and do not sign for deliveries where packaging is damaged. Please contact us at despatch@prequestrian.co.uk if this situation occurs
Returns Policy
We will accept returns within 14 days of receipt. We strongly recommend you open and check all boxes upon receipt even if the item is a gift.
Please telephone our Returns Team on 01580 851122 during office hours Monday to Friday, with a copy of our invoice to hand, to obtain your returns authorisation number and details of how and where to return the item to us.
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. If it is more convenient for you, we are able to offer a collection service for any item needing to be returned to us. Please contact us for details of our couriers fees for this service by calling our despatch team on 01580 851122.
Returning Goods
We cannot accept responsibility for lost or damaged returns, and therefore recommend that you use a recorded delivery service or an insured carrier when returning items to us. We strongly suggest that, however you decide to return the goods to us, you have insurance in place to cover you to the value of the goods in the event that they are not received by us. Goods must be returned in the original boxes/packaging with the original tags attached. Due to some items we sell being perishable, we have a rigid policy of only accepting returns within 14 days of you receiving them.
Goods must be accompanied with the Returns Authorisation number issued to you when the return authorised was by us, which must be marked on the outside of the package.
Refunds
Where a Returns Authorisation number has been given, we guarantee to refund the price of any item returned to us in its original condition, that is unsoiled, unused, fit for sale, and in its original packing. Upon receipt of the return we will issue a full refund for the price you paid for the item returned.
Guarantees
All products are covered with the manufacturers standard warranty. We are happy to help anyone who experiences any product defect under the manufacturers standard warranty. Please email us at customerservices@prequestrian.co.uk for more information or assistance with warranty claims.
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.
Marketing Policy
From time to time, we may use your details to contact you regards changes to our terms of business and policies, or to advise you of new product, new service offerings, or promotions. If you do not wish to receive these updates, please email us at customerservices@prequestrian.co.uk.
Contacting Us
If you need to reach us, please email us at customerservices@prequestrian.co.uk , telephone us during office hours on 01580 851122, write to us at:
Prequestrian
The Prequestrian Group Head Office
Hope Barn
Crouch Lane
Cranbrook
Kent
TN18 5PD
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