WORLD EQUINE SUPPLIES - SALES TERMS & CONDITIONS:
ORDER FULFILMENT: With the exception of custom order (bespoke, made-to-order, tailor-made) items (which are specially ordered to be made from the manufacturer), all other products are held in stock, but you should please check the individual item listing for despatch timescales, these are generally 'despatch within 1 business day', unless otherwise stated in the listing information, although most often we despatch the same day we receive your order and cleared payment. Please note that unless specified within the individual listing, items offered for sale are not offered for sale exclusively through Ebay, and will also be available for sale through our outside retail outlet & show stand. This may occassionally result in a cross-over in sales and items being temporarily out of stock. If this should occur you will be notified as soon as possible. If you require an item urgently, we do advise you to contact us before purchasing to check the delivery leadtime, as some imported and seasonally available items are very popular and there may be delays in delivery until restocked. We will ensure to deliver any out of stock item within a maximum of 28 days as we are required to do under the Distance Selling Act.
MAINLAND UK DELIVERIES: Our preferred suppliers for delivery are Parcelforce and Royal Mail, although we do reserve the right to utilise an alternative carrier if the service from that supplier is more suitable for the delivery of your order. Unless otherwise stated all Parcelforce prices quoted cover Mainland UK postcodes only, and Royal Mail postage costs quoted are for the UK only. We will despatch to Europe, and other worldwide destinations, but please contact us before bidding for guideline costings. For Royal Mail deliveries, it is advised by the Post Office that you must wait 15 business days (UK), 20 days (EU), and 25 business days (rest of the World) after postage to make a claim through us for non-delivery (business days exclude weekend and public holiday days).
For heavier weight items we will despatch using Parcelforce 2 day delivery service as standard, and the listing will quote for Mainland UK delivery costs only (Offshore UK & remote Scottish Highland incur an additional courier surcharge which is typically £6.00). The item listing will advise you of the delivery method we are using.
UK POSTCODE COURIER SURCHARGE POSTCODES: The Highlands and Islands of Scotland - postcodes IV, HS, KA27-28, KW, PA20-49, PA60-78, PH17-26, PH30-44, PH49-50, ZE.
Northern Ireland, Isle of Man and Isles of Scilly - postcodes BT, IM, TR21-25
CHANNEL ISLAND DELIVERIES: For all Channel Island order deliveries that are too big in weight to be delivered via Royal Mail postal services, these will be treated as International Freight and quotations will be obtained for delivery via a Freight Service prior to processing your order. Typically such orders will be for heavy and high value items over £46.00 in value (maximum standard Royal Mail insurance value).
EUROPEAN/WORLDWIDE DELIVERIES: Worldwide postage costs are detailed in most of our listings within the 'Postage and Payments' tab above the item description. If the item does not show postage costs please contact us before bidding/purchasing for postage costs. Unless otherwise stated goods will be delivered by the most economic service, which will be either Parcelforce International Economy for heavy deliveries, and Royal Mail Int'l Signed For or Airsure Services for smaller parcels. These services offer parcel tracking within the UK only. For International Royal Mail deliveries, it is advised by the Post Office that you must wait 20 (EU) or 25 (World) business days after postage to make a claim through us for non-delivery.
EXPORT ORDERS PLEASE NOTE - it is the buyers responsibility to pay for any inbound customs or entry country import taxes or duty.
PLEASE NOTE THAT IF YOU ARE REQUIRED TO SIGN TO ACCEPT DELIVERY OF A PARCEL FROM US - YOU MUST CHECK THE OUTER PACKAGING & OPEN THE BOX & CHECK THE GOODS PRIOR TO SIGNING FOR RECEIPT. IF IT IS NOT POSSIBLE TO DO THIS, THEN YOU MUST SIGN FOR THE PARCEL AS 'GOODS UNCHECKED', OTHERWISE ANY SUBSEQUENT CLAIM UNDER THE CARRIERS INSURANCE FOR DAMAGED GOODS WILL BE INVALIDATED.
IF YOUR ORDER IS RETURNED TO US BY ROYAL MAIL, DHL OR PARCELFORCE AS 'UNDELIVERED' AND YOU WOULD LIKE REDELIVERY, THEN THIS WILL BE ON A CHARGEABLE BASIS (THAT IS YOU WILL HAVE TO PAY THE ORIGINAL P&P COST FOR EACH SUBSEQUENT DELIVERY ATTEMPT). THIS IS BECAUSE IT COSTS US AS WELL AS WE DO HAVE TO PASS THESE COSTS ONTO YOU.
GOODS DAMAGED IN TRANSIT If you receive an item that has been damaged by the delivery company in transit (please refer to the paragraph in red above), you must notify us immediately and we will ask you to return the item for repair or replacement. We must have the damaged item returned in order to make a claim for compensation from the delivery company, and in order to affect a repair or to send a replacement item to you. We will refund you for the cost of reasonable return postage which must be via a trackable service, and you must ensure the goods are returned with the original packaging, albeit repackaged around that packaging to preserve it for us as evidence of the damage.
V.A.T. INVOICES - Our business is registered in the UK for V.A.T. purposes. If you require a V.A.T. invoice for reclaim purposes one will be provided upon request.
PAYMENT BY CHEQUE: We no longer accept cheque payments due to the number of cheques being returned unpaid.
WORLDWIDE CUSTOMERS BANK DIRECT PAYMENT: If you are a Worldwide customer and wish to pay by a direct bank transfer there will be an additional charge of £12.00 to cover the costs charged by our bank to receive funds for a bank outside of the UK.
CUSTOMER RETURNS & EXCHANGES
DISTANCE SELLING REGULATIONS - The UK Distance Selling Act applies to UK consumer purchases only, it does not apply to business-to-business transactions, nor does it apply to the purchases of custom order, bespoke manufactured goods.
DISTANCE SELLING REGULATIONS - BUY IT NOW LISTINGS: Most Buy It Now purchases (with the exception of all underwear, sale, custom and special order items) are covered under the Distance Selling Regulations (which apply to the UK and EU member countries), which give the buyer the right to cancel the purchase in writing within 7 working days after the day they receive the item. Under these terms we will accept returns for a period of 14 calendar days UK (7 days to notify & return within 7 days) and 21 days Worldwide (7 days to notify and 14 days to return) so that the buyer has enough time to examine their purchase, and then to let us know about the cancellation and post the item back. All returns will be issued with a returns number, that must be clearly marked on the outer packaging. All authorised returns must be accompanied by your name, address, Ebay member & transaction number. All authorised returns must be received back by us within 7 days (UK) and 14 days (Worldwide) from the issue of the returns number, they must be properly repackaged so as to avoid damage in transit, and must be returned using a trackable & insured delivery method, and must be returned complete with their original retail packaging which must not be damaged or defaced in any way, and the item must be fit for retail resale. The buyer is responsible for the cost of return postage and for any loss or damage in transit. We recommend returning via a trackable and insured postal service for the buyers security. For worldwide customers please return using an air mail/post service only do NOT use an express post or courier service as this will incur inbound customs charges and taxes which we will not accept and the parcel will be returned to you. WE MAY UNDER GOODWILL ACCEPT RETURNS SENT BACK OUTSIDE OF THE AUTHORISED RETURNS PERIOD UPTO A MAXIMUM OF 30 DAYS AFTER DATE OF PURCHASE, BUT A RESTOCKING FEE OF 20% MAY APPLY IN SUCH CASES.
OTHER RETURNS - AUCTION STYLE/OFFERS ACCEPTED/CUSTOM/SPECIAL ORDER/SALE/USED/PERSONAL LISTINGS: We do not accept returns unless the item is faulty or misdescribed. Please ensure that you buy the correct size/colour/fit and satisfy yourself of any questions prior to either confirming your purchase on any of the above mentioned sale basis. If you wish to return a faulty or mis-described purchase, please contact us in writing within 7 days of receipt of your goods ensuring you include the details of your original transaction and your contact information. All returns will be issued with a returns number, that must be clearly marked on the outer packaging. All returns must be accompanied by your name, address, Ebay member & transaction number. Returns must be received back by us within 7 days (UK) and 14 days (Worldwide) from the issue of the returns number, they must be properly repackaged so as to avoid damage in transit, and we recommend return using a trackable & insured delivery method. Goods must be returned complete with their original retail packaging which must not be damaged or defaced in any way. The buyer is responsible for the cost of the return postage and for any loss or damage in transit. Return postage will be refunded only once the return reason is validated. Returns made on the basis of a fault will be returned to the supplier/manufacturer for verification and repaired or replaced as appropriate, and returned to the buyer. If a suitable replacement is not available then we will offer a full refund in the form of a credit note. If the item is deemed not faulty due to any manufacturing defect or not subject to any misdescription it will be returned to the purchaser unless you advise us that you do not wish for it to be returned, and in which case we will dispose of it (Sale of Goods Act).
CUSTOM ORDERS: We do NOT accept returns on custom orders. Any order cancellation request made prior to manufacture, or despatch of manufactured goods will be subject to a minimum 20% order cancellation charge. This is due to the custom order / bespoke manufacture nature of the item which may either incur a manufacturers order cancellation charge (if in production) or if made and in stock make it difficult to resell, and may as a result have to be sold at a discounted price.
EXCHANGES: An items returned by prior agreement for exchange, must be returned through our Returns Procedure(as detailed above). The buyer is responsible for the cost of return, which must be via a trackable & insured delivery method and received within 7 days of exchange authorisation. The buyer is also responsible for the cost of P&P (post & packaging) for the exchange item, and for the value of any loss or damage in transit. This cost must be paid for in full prior to the exchange item being despatched.
REFUNDS FOR ORDER CANCELLATIONS & RETURNS: Please note that all agreed refunds will be made by the same method as the original purchase payment, that is if you pay by cheque, we refund by cheque, if payment is made by paypal we refund by paypal. All refunds will be completed as soon as possible (we usually process these weekly on a Friday) and at most within 28 days (as required by the UK Distance Selling Act). It is part of the process that we request cancellation of the Ebay order transaction prior to completion of any refund, this is to ensure that we receive reimbursement of our Ebay Sellers fees (8.5%) and do not sustain a financial loss on the transaction due to risk if the buyer received the refund first then refusing to confirm cancellation of the order transaction. In addition of the refund is made outside of the paypal 60 day refund period then an additional 3% for unrecovered paypal charged will be deducted from any refund amount. Please note that any/all such refunds are subject to deduction of the original outgoing postage costs and are made at the discretion of the management at World Equine Supplies, and our terms and conditions of sale prevail.
AUTHORISED RETURNS - FIT FOR RESALE: If an authorised return is received and it is not suitable for resale (damaged, used, defaced, damaged or missing retail packaging) and we believe we cannot offer the item for resale, it will be returned to the customer. If we are able to resale the returned item but at a discounted price to reflect the condition of the item, then a partial refund only will be made to reflect all costs and loss incurred to complete the resale.
UNAUTHORISED RETURNS: If we receive an unauthorised return we reserve the right to redirect the return back to the customer, or we may accept the return BUT an the basis of a 20% stocking charge which will be deducted from the value of any refund made to the customer.
SALE SPECIAL/FREE OF CHARGE OFFERS: All offers made within item listings that offer a 'free of charge' item with your purchase are available and applicable only to items purchased on a 'BUY IT NOW' full listing price basis.
COLOUR CHOICE PURCHASES: If you do not specify a colour choice or preference for your purchase (in colour choice listings) we will send two emails requesting this information (and if you are a UK address we will telephone you), and thereafter if no response has been received we may cancel and refund your order.
FEEDBACK: We do appreciate that very occasionally there are difficulties with orders and/or deliveries, and we do ask that you contact us via email or phone immediately and allow us time to resolve the problem/difficulty, before leaving feedback. It is our policy to leave FEEDBACK only after receiving it from the buyer. All feedback is monitored, and it is our policy to report any inaccurately left negative or neutral feedback (for example any that are in contravention of our T&C's, i.e regarding delivery timescales, returns policy etc), and to block that buyer from future bidding with us.
If you place an auction bid, or purchase from us using 'Buy It Now' you accept our Terms & Conditions.
Contact Us: World Equine Supplies, Beck House, The Maltings, Nafferton, Driffield, East Yorkshire YO25 4YU, or email us on info@worldequine.co.uk, or phone on 01377 240355 or 07917 816995 (Monday - Friday 08:30am - 17:30pm only) - Thank You
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