HorseActive Terms & Conditions

Our Terms & Conditions provide you with all of the information required to make your shopping experience with Horse Active as easy and enjoyable as possible. If you have any additional questions please do not hesitate to Contact Us.

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 Shopping Section simply check the boxes with the required quantities, add to cart, proceed to checkout, and finally proceed to our secure transaction server.

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

After completing your transaction you will receive a confirmation email.

By Cheque (orders within UK mainland only)

If you prefer you may print out your shopping basket details from our website at Step 1 of the checkout process and forward this to us with a cheque (we only accept cheques or postal orders drawn on UK Banks) for the appropriate amount. Don't forget to add Ł5.95 postage if the total order value is under Ł100.00.

Please make cheques payable to 'Active Items Ltd' and ensure that your cheque guarantee card number, card expiry date and your address have been printed on the reverse side of the cheque. Any errors may delay your order so please check carefully. Post to:

Active Items Ltd, 16 New Road, Clanfield, Waterlooville, Hants, PO8 0NS, United Kingdom

Your items will be sent after your cheque has cleared.

By Fax

Within the UK 0871 247 8752. International +44 871 247 8752

You may fax your order to us by printing out our optional fax order form at the checkout stage and completing and faxing it or emailing it back to us, with your order and credit card details.

We will then process your order and email or fax order confirmation to you.

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 charge card. We are unable to accept orders from anyone other than the card-holder themselves. Please have a note of the product codes and descriptions and have your credit card ready when you phone us. 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 Ł5.95 will be added to your total order on goods ordered up to Ł100.00 in value. Delivery is free (UK Mainland only ) on orders over Ł100.00. Your order will be despatched by Royal Mail or by courier on a next day service, depending upon the parcel weight.

Deliveries over 2kg to Northern Ireland, Scottish Highlands and Islands, Isle of Man and the Channel Islands may incur an extra shipping charge. If you do not request a postage quotation prior to placing your order you will automatically be charged the standard UK postage rate and will be advised of any extra postage cost after you have placed your order. Alternatively, please email us with your requirements before going through the checkout process.

HOW TO PLACE AN ORDER FROM OUTSIDE THE U.K.

We are very happy to process orders from overseas. It is our aim to make the ordering process as simple as possible.

Please complete the Personal Details form at STEP 2 of the Checkout remembering to state 'REST OF WORLD' for delivery where required in the drop down box .

DO NOT PROCEED TO 'STEP 3'

Print out a copy of the page at STEP 2 showing your order details. Fax or email this to us at +44 (0)7092120859 or sales@horseactive.co.uk. We will then advise you of the postal charges together with the expected delivery time. UK Value Added Tax will be deducted from your order total where applicable. (See paragraph ‘Tax Charges’) .

If you wish to proceed please make a credit card payment by telephoning +44 (0)2392 599532. No record of your credit card details will be retained by us following your transaction.

Parcels weighing under 2kg are sent by Airmail and orders over 2kg by courier service.

TAX CHARGES

UK VAT @ 17.5% is included on the prices shown on our website.

Please take into consideration the following points when ordering from overseas:

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. This includes BFPO addresses, the Channel Islands and Southern Ireland.

To work out the amount of your order less VAT divide the price by 1.175 to remove the VAT.

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.

Children's products, books and some supplements are zero-rated and are therefore not VAT deductible.

DELIVERY

We normally ship same or next working day unless an item is out of stock. We will inform you if your item is out of stock. 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 by an agreed date or 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

Unfortunately we are unable to reimburse charges or replace items until we have received your returned goods.

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. 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 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, 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 of the person who originally paid for the goods.

Cheque refunds can only be made in the name of the original customer.

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 Horse Active 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 our secure server connection. This ensures the absolute security of your personal information. The secure server encrypts your details using 128 bit encryption making it virtually impossible for anyone to intercept your information from the order.

Personal details and email addresses submitted over our website will be processed by us will only be used to send out requested information or process an order and occasional product news and monthly special offers. We will NOT bombard you with spam and that is a promise!

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

SKYPE NO. 0207 193 1165 (International Dialling Code +44)

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 timezone 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