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Orders and Refunds

Here is our returns address:

TotalHorse - Returns Department

Bury Farm

Mill Lane

Slapton

Bucks

LU7 9BT

We recommend that our clients use the website www.parcel2go.com for returning goods as this is the most cost efficient way that we have found to date, however we take no responsibility for their services.

Most items can be returned for around £2.75 and this therefore is the maximum that we will refund for postage for faulty goods if we have agreed to do this prior to you returning the product(s).

We're committed to selling high-quality products we hope you'll enjoy using but we also know that, for one reason or another, there may be a time when you need to exchange or return something you've bought.

Please make sure that you check your items carefully before they are used or installed.

We also recommend that you keep your receipt or order number, which can be found on your order confirmation or on the delivery packaging, as you might need it as proof of purchase in the event of any after-sales queries.

If you change your mind...

Within 14 days

Most things we sell are covered by our 14-day money-back guarantee, so just return them to us in unused condition, in their original undamaged packaging with any tags attached, in a fully  saleable condition, with your receipt or invoice copy and we’ll give you a refund.

If you don't have your receipt, as long as you have a proof of purchase we'll exchange the item or give you a refund with vouchers.

If you'd like to return something we've delivered, just email us using customerservices@totalhorse.co.uk quoting your order number and reason for return.

We're sorry but some items - food, health or items that come into contact with your animal or pet can't be exchanged or refunded for hygiene and safety reasons, unless they're faulty.

If your product(s) have qualified for a free Total Horse gift card and you return them under our 14-day-money-back-guarantee, the free Total Horse gift card must be returned.

If the qualifying products aren't returned then the Total Horse Giftcard amount will be deducted from the money refunded.

Certain items such as Helmets, items that have come into contact with your animal and items that are not returned in original condition may not be subject to the returns policy for refund.

Our 14-day money-back guarantee does not affect your statutory rights.

If there's a fault with the product...

We've made it easier!

If you return to us within 14 days with your proof of purchase, we'll give you a 
replacement or a refund as long as the fault is assessed to be a fault of the product itself.

Certain Weatherbeeta rugs are subject to a free 3 year warranty so please ensure you check with us before returning any rugs.

Please note that rug items or items that can be worn, if worn by your animal do not qualify for returns or refunds unless they form part of the Weatherbeeta 3 year warranty..

This does not affect your statutory rights.

Our customers have a duty of care to our products and therefore should product them for return,  if the packaging of the item be damaged in any way, this is to include attaching invoices, returns note, letters and other documents to the packing itself using any fixtures, TotalHorse will charge a damaged product fee of £25.00 per damaged item to cover the associated costs along with any missing tags or product information that was attached to the products sent.

Please ensure that you return the item with the delivery packaging that surrounded it, i.e.. please do not send back footwear in plastic bags, refuse liners or other flimsy materials as they will be damaged in transit and a refund may not be given and a charge of £25.00 will be made.   

If you are returning an item or items for refund, and the value of these items exceeded £99.99 you would have received free shipping to the value of £4.99 within the UK therefore all refunds will be subject to a deduction of £4.99 to cover this associated cost.

Items returned for a refund are subject to a fee of 15% of the items value as a handling fee.

For all footwear exchanges we charge a fee of £4.99 to cover the cost of re-shipping the item, this will be requested via paypal or card payment.

Damaged Items Policy and Exchange Charges

 

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