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1. Our Service to You

2. Our 'Find Me A...' Service

3. Delivery

4. Returns Policy

5. Terms & Conditions

6. Privacy Policy & Cookies

7. Our 'Swap Shop' Service 

8. Hoss Equine Bonus Vouchers



1. Our service to you

We aim to offer exceptional customer service. Our friendly team and are always happy to answer your queries & help in any way we can.

Our Order & Enquiry Line is 02920 813335. Our lines are open:

09:00 - 5:30 Monday to Saturday

10:00 – 16:00 Sunday.

Calls may also be answered outside these times. If you call out of hours or you reach our voicemail, please do leave a message. We’ll get back to you the same day (or the next day if you call out of hours) and usually within a couple of hours. 

2.   Our 'Find Me A...' Service

Our 'Find Me A...' service is designed to help you source those hard-to-find items! We aim to respond to all enquiries within 24 hours - please do ensure your details are entered correctly, so we can contact you. While we are unable to guarantee success, we will do everything we can to help you find what you are looking for.

3. Delivery


Wherever possible, if you order before 3pm, we aim to dispatch your order the same day. This applies to all items held in stock. Although your order should be with you within 2-5 working days, please allow 14 days for delivery. There may be times when we need to re-order a product from our supplier for you, and we try to ensure all such items are marked as 'please allow 7-10 days for delivery' on our website. We will keep you informed at all stages of processing your order.

Postal

Standard UK delivery via the Royal Mail is £4.95 and may require a signature. Additional charges may be payable on heavy items and this will be clearly displayed at checkout. Although your order should be with you within 2-5 working days, please allow 14 days for delivery. If you have not received your order within 14 days, please contact us. Where items are high value or heavy, we may use a courier service. All delivery charges are confirmed when you check out.

The delivery charges displayed on our website apply only to the UK. For delivery outside the UK, please contact us before placing your order.

If you are ordering with us for the first time and your order is over £250, this must be despatched to the billing address, for security purposes. We also require a land line number, so we can contact you if necessary.

Please note that when participating in our offers or promotions, they cannot be used in conjuction with any other offer. If free postage is offered, it applies to a Standard Delivery only and excludes quoted and overseas deliveries.

4. Returns Policy 

If you return an item to us within 14 days in perfect condition, complete with the original packaging, we will be happy to exchange or refund you with the original price. This does not affect your statutory rights.

You must make your own arrangements to return goods to us and you will be responsible for the cost of return unless goods are faulty. We recommend that you obtain proof of postage & package the goods securely, as you are responsible for the returned goods until they arrive at our premises.

Please note the following cannot be returned or exchanged unless faulty: Jewellery, Personalised and Special order items, DVD's, CD's, Videos, Underwear and Computer software.

Please return your goods, along with your dispatch note referencing your order number & reason for return, to:

Customer Returns
Hoss Equine Ltd
Unit 8, Glan-y-Llyn Ind. Est
Cardiff Road
Taffs Well
Cardiff
CF15 7JD.


We will refund you by the same payment method that was used for the original purchase. If you paid by cheque, refunds will be made in the name of the original customer. If goods were originally paid for by Credit/Debit Card, a refund will be made directly to the card account of the person who originally paid for the goods.

In the unlikely event that you are unhappy with the quality of a purchased product or that it should become damaged, we recommend that you stop use immediately and return the item to us, for inspection. Please call us on 02920 813335  to arrange this. Please note that damaged and soiled items will be subject to inspection before a refund will be authorised.

5. Terms & Conditions

We welcome all responsible users to the site. However, it is necessary to state the conditions under which we operate and these are set out below. If you don't agree with our terms & conditions, please don't use our website. Your statutory rights are not affected.

In these terms and conditions:

“we/us/our” represents Hoss Equine Ltd
“the website/the site” represents www.hossequine.co.uk
“you/your” represents the user of the website
“person” includes company, partnership or any other business entity.

On accessing the website on this and on each subsequent occasion you will be deemed to have accepted all of the terms and conditions that apply to its use and to the facilities and services provided by it. We reserve the right to alter these terms and conditions at any time and it is your obligation to check if changes have been made. Your use of the website after changes are posted online shall constitute acceptance of the new terms and conditions.

If any of these terms and conditions shall be held invalid or unenforceable, it shall not affect the enforceability of any of the remaining provisions.

These terms and conditions shall be governed by and in accordance with English law and subject to the exclusive jurisdiction of the English courts.

Changes to our prices
While we make every effort to maintain our prices, it may not always be possible. We therefore we reserve the right to discontinue any products on our website and change prices when necessary.

Availability
We try to hold stocks of all of our products displayed on the website. However, if an item is out of stock, we will inform you. All delivery dates are estimates and are subject to availability.

The reproduction of any part of this website is strictly prohibited.

The contents of the website may not be copied, reproduced, duplicated, sold, downloaded or distributed by any means to third parties without our express written consent. All aspects of the design, text and photography remain the property of Hoss Equine. 

You may copy or print details for the sole purpose of using the website while connected to the Internet. You must not use the website for fraudulent purposes, spamming or any unlawful activity.You must also not use the website in any way that causes, or is likely to cause the website or access to it to be interrupted, damaged or impaired in any way. 

6. Privacy Policy & Cookies

Your privacy is important to us. The information you submit will be collected & used in accordance with the provisions of the 1998 Data Protection Act. We may use your information for the purposes of order processing, account administration, statistical analysis & business analysis. We do not share this information with any third parties. We do not currently store or intend to store any of your financial details, such as credit or debit card numbers. From time to time, we may email you with details of special offers and products. If you would prefer not to receive such mailings, or if you require any further details about how your information will be used, or to update your information, please email info@hossequine.co.uk or call us on 02920 813335. If you do not agree with the terms of our privacy policy, please do not use our services.

Cookies

We want to make our services easy, useful and reliable. Where services are delivered on the internet, this sometimes involves placing small amounts of information on your device, for example, computer or mobile phone. These include small files known as cookies. They cannot be used to identify you personally.

These pieces of information are used to improve services for you through, for example:

- Enabling a service to recognise your device so you don’t have to give the same information several times during one task
- Recognising that you may already have given a username and password so you don’t need to do it for every web page requested
- Measuring how many people are using services, so they can be made easier to use and there’s enough capacity to ensure they are fast.

You can manage these small files yourself through your internet browser settings.

Our use of cookies

There are two types of cookie you may encounter when using www.hossequine.co.uk :

First party cookies: these are our own cookies, controlled by us and used to provide information about usage of our site.

First party cookies set by us include:

ekm_USERNAME – A temporary cookie generated to test if cookies are enabled on the visitor’s browser.

ekm_pp_USERNAME – Stores a unique reference to visitors cart contents. Stores authentication details for customer logged in section.

ekm_tmp_ORDERNUMBER – Stores a reference to the visitor's order number after an order has been generated.

Third party cookies: these are cookies found in other companies’ internet tools which we are using to enhance our site, for example Facebook or Twitter have their own cookies, which are controlled by them. We do not use any third party cookies for tracking purposes.

If this privacy policy changes in any way, we will place an updated version on this page. Regularly reviewing this page ensures that you are always aware of what information we collect, how we use it and under what circumstances, if any. If you have any queries, please contact us for more information.

7. Our 'Swap Shop' Service 

Our 'Swap Shop' service enables you to exchange unwanted equestrian items for vouchers to redeem in our shop and our online store.

For online Swap Shop exchanges, your voucher will be emailed to you in the form of a code, which can be entered at checkout. Vouchers must be used in one transaction and no cash alternative is available. No change will be given, in the form of cash or further vouchers. Vouchers can be redeemed once only and will expire after 12 months from the date of issue.

For in store Swap Shop exchanges, your unique voucher code will be provided to you on a card, which can then be redeemed at the checkout in our shop. Vouchers can be used in single or multiple transactions and no cash alternative is available. No change will be given, but any remaining balance can be retained against a future purchase. Vouchers will expire after 12 months from the date of issue.

The value of vouchers offered is based on the information you supply on completion of the online form and in any subsequent correspondence. All items will be thoroughly checked upon receipt. Inaccurate or non-disclosure of information may result in the value of our voucher offer being reduced or withdrawn without prior notice. We reserve the right to reject items at any stage of the process. By completing our online form and submitting your items to the 'New for Old' service, you agree that you own the goods in question. Stolen goods will not be accepted and we will co-operate fully with police and hand over full details of any suspect in such an event.

By sending your items to us, you will be deemed to have accepted all of the terms and conditions that apply to this service and ownership of goods will be transferred to us upon issue of your voucher code by email. All items will remain your property and responsibility until that point and we cannot accept any responsibility for damage or loss during the goods being sent to us. Please ensure that your email address is entered correctly on completion of your submission form and that info@hossequine.co.uk is added to your email account safe senders list, as we cannot accept responsibility or be held liable for emails not received.

8. Hoss Equine Bonus Vouchers

With our Bonus Voucher scheme, a card can be collected from our shop in Cardiff. One stamp is available with a £20 spend in store only - upon production of a card completed with 5 stamps, a £10 'Bonus Voucher' will be issued.

Your £10 Bonus Voucher can be redeemed at checkout against items in store, to the value of £10. Vouchers must be used in one transaction and no cash alternative is available. No change will be given, in the form of cash or further vouchers. Vouchers can be redeemed once only and will expire after 12 months from the date of issue.

Bonus Voucher stamps are issued at our discretion, and no more than one stamp per card, per day, per customer will be issued. Bonus Voucher cards remain the property of Hoss Equine. No photocopies will be accepted and the Bonus Voucher scheme is available in store only and not on purchases made online.

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