Terms & Conditions
This page gives you all the information you need to know about us and the legal Terms and Conditions through which we sell the products listed on our website to you. These Terms and Conditions apply to any contract of sale for products that exists between us and you.
Please read these Terms and Conditions carefully, if you do not agree with something written within them do not use this website. Before placing an order, you will be asked to confirm you have read and understood these Terms, unfortunately if you refuse our Terms and Conditions, you will be unable to purchase from our website.
We reserve the right to change these Terms and Conditions and recommend you read through them each time you use our site to ensure you understand how they apply to you.
These Terms, and any contract that exists between us, are in the English language only.
- About Us
1.1 We operate www.itchyhorse.co.uk. Our trading address for all correspondence is Itchy Horse UK, Upper Frankton Grange, English Frankton, ELLESMERE, Shropshire, SY12 0JZ.
1.2 To contact us for any reason please either call 07344 331681 or email enquiries@itchyhorse.co.uk
1.3 If we need to contact you in regards to the contract that exists between us we will do so using the information you provided when placing the order, usually by phone or email
- Our Products
2.1 We make every effort to ensure the pictures used to illustrate products on our website are accurate; in some circumstances pictures are used for illustrative purposes only and may not be indicative of the colour or design available. We cannot guarantee that your computer or device is displaying the colours of a product accurately.
2.2 We make every effort to ensure accurate information is provided; all sizes, weights, dimensions and measurements provided on our website are approximate and for guidance only.
2.3 Packaging of products may differ from that displayed as manufacturers update their packaging regularly.
- Use of Our Website
3.1 Your use of our site is governed by these Terms and our Privacy Policy. Please ensure you read these documents fully so you are aware of all Terms that apply to you.
3.2 You must be over 18 to purchase from this website, if you are under 18 you must do so with consent and guidance from a parent or guardian.
3.3 Please ensure you provide us with details that are complete and correct when placing an order. We cannot be held responsible for any delays or losses to your order due to incorrect information being supplied.
3.4 We will endeavour to provide you with uninterrupted, error free access to our website, however due to the nature of the internet this cannot always be guaranteed. On rare occasions your access may be restricted or interrupted to allow updates, upgrades or repairs; we will endeavour to carry out such tasks in the shortest time possible.
- Our Contract With You
4.1 To place an order with us simply browse through the products on our website and select the ones you want by adding them to your basket. Once you have selected all the products you need click on the checkout button and follow the steps to complete your transaction. Please check your order and address details thoroughly before completing payment. You can also call us on 07344 331681 to place an order by phone.
4.2 When you place an order (whether online or by phone) to purchase goods from Itchy Horse UK you will be sent a confirmation email to confirm we have received your order. Please check through this email and notify us if anything is incorrect. Please note, this email does not mean your order has been accepted, acceptance of the order is as per clause 4.3.
4.3 We will confirm acceptance of your order by sending a dispatch confirmation email. A contract between you and Itchy Horse UK exists only when a dispatch confirmation has been sent.
4.4 All of our products are subject to availability and we reserve the right to edit or remove items from our site or cancel orders at our discretion. If for any reason we are unable to supply you with a product we will inform you of this by email and will not process your order. If you have already paid, we will refund you the full amount, including any delivery costs, as soon as possible.
4.5 All delivery dates are estimates.
- Pricing
5.1 We make every effort to maintain the prices shown on our website. Prices, however, are liable to increase beyond our control and therefore we reserve the right to discontinue items or to amend prices when necessary. Existing orders will not be affected.
5.2 All prices include VAT (where applicable) at the current rate chargeable in the UK.
- Payment
6.1 The fastest way to pay for your order is by credit or debit card, we accept all major credit cards excluding American Express. Payment is taken immediately by our online payment provider WorldPay. WorldPay offers a secure payment gateway for online credit and debit card processing.
6.2 Do not email your card details. We accept no responsibility if you provide us with your details in this way.
6.3 Card fraud is illegal and will always lead to prosecution. Every transaction taken online or over the phone is subject to fraud checks performed by WorldPay; if we believe the risk of fraud is present on a transaction, we reserve the right to cancel the order with immediate effect and without correspondence.
- Delivery
7.1 We endeavour to post out your goods the next working day after payment has been received; in busy periods this can take a little longer. We aim to deliver your products using Next Day Delivery, however, occasionally deliveries may be affected by events beyond our control (for example inclement weather) that we can accept no liability for. For overseas transactions, please see International Delivery information.
7.2 Amendments to delivery addresses must be made in writing to enquiries@itchyhorse.co.uk, originating from the same email address used to place the order. Changes cannot be made by Itchy Horse UK after the item has been posted but you may be able to arrange this yourself with the courier.
7.3 Delivery is completed when our courier delivers the products to the delivery address you have provided us with, and the product is your responsibility from this point. Please note if you opt to have your parcel left in a safe place or delivered to a neighbour or other third party you accept responsibility for any losses incurred.
7.4 We reserve the right to amend delivery charges for large or bulky items; you will always be contacted if this situation arises to discuss options.
7.5 All UK orders are posted using DPD or DHL, please note some Highlands, Islands and offshore UK postcodes are ineligible for Next Day Delivery.
7.5.1 Deliveries to the Highlands, Islands and offshore UK locations are possible but may be subject to extra charges for delivery. Delivery to these areas may take slightly longer than mainland UK so please do allow extra time for delivery.
7.6 All delivery dates are estimates, please track the progress of your order but note goods cannot be classified as lost until 14 working days after posting (longer if International). Please notify us of any delivery issues or queries within 14 days of dispatch.
7.7 We try and post all orders using our standard postage charges; however, sometimes larger items can cost considerably more to post especially if travelling by air. If we are unable to process the order at the standard delivery rate we will contact you to discuss available options.
7.8 Our international shipping rates are dependent upon the weight of your order and the destination of your delivery. Your order may be subject to import duties and taxes upon reaching the delivery destination. Please note we have no control over these charges and cannot predict the amount; therefore, we recommend you contact your local customs agency for more information. You are responsible for the payment of any such taxes or duties.
Please contact us prior to ordering either by phone or email and we will inform you of the delivery charge.
7.8.1 You must comply with all applicable laws and regulations of the country for which the products are being delivered.
- Returns and Refunds
8.1 Please check the condition of your parcel on delivery prior to signing for acceptance. In the event that goods are incorrect, missing or damaged on arrival please specify against your signature and inform us immediately, within 3 working days.
8.2 Refunds or exchanges are made in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Under this regulation, you have 28 days from the day following receipt of your goods to return them, even if you simply change your mind about your purchase. If you wish to return an item you do so at your own expense (unless the item is faulty); the item must be unused and in its original condition (including all tags). Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, allows us to make a reasonable deduction from the refund if the item has diminished in value by the handling of them beyond what is necessary to establish their nature, characteristics, and function.
8.3 Your legal right to cancel a contract starts from the date we accept your order (when you receive the dispatch confirmation email), as this is when the contract exists between us. The end of your cancellation period is 14 days after the day on which you received your order.
8.4 You have 28 days (from receipt of order) to return an item to us; items must be in their original packaging, all tags attached, unworn and not damaged. A full refund will be given. Goods returned under complaint will not be accepted unless clean and dry; Health & Safety Act 1972. If you wish to return an item after this periods you must seek authorisation in writing by email to enquiries@itchyhorse.co.uk.
8.5 If a parcel looks damaged on arrival do not sign for it; instead refuse the parcel as damaged during posting.
8.6 Please note where the outer packaging is not present and labels and tape have been attached directly to the item, we will charge a 20% fee for damage made to the product’s packaging.
8.7 Please note if an item(s) is returned in an unsaleable condition meaning dirty, clearly used or damaged (not a warranty issue) we will contact you to either return the item to you or charge you a cleaning fee.
8.8 Refunds are issued using the original payment method. We cannot refund alternative cards. Your purchase will be refunded by the office within 48 hours (Monday to Friday).
8.9 Unless an item is faulty or not as described, you are responsible for the cost of returning items to us. We recommend that you obtain proof of postage as Itchy Horse UK cannot be held responsible for any items lost during transit back to us.
- General
9.1 We reserve the right to revise and amend these Terms and Conditions from time to time and any such changes will be communicated on the Website.
9.2 You will be subject to the policies and the Terms and Conditions in force at the time that you order goods from us, unless any change to those policies or the Terms and Conditions is required to be made by law or governmental authority (in which case it will apply to orders previously placed by you), or if we notify you of the change to those policies or these Terms and Conditions before we send you the Dispatch Confirmation (in which case we have the right to assume that you have accepted the change to the Terms and Conditions, unless you notify us to the contrary within seven working days of receipt by you of the goods).
9.3 If you do not wish to accept the new Terms and Conditions, you should not continue to use the website. If you continue to use the website after the date on which the changes come into effect, your use of the website indicates your agreement to be bound by the new Terms and Conditions.
- Contact Details
Itchy Horse UK
Upper Frankton Grange
English Frankton
ELLESMERE
Shropshire
SY12 0JZ
Email: enquiries@itchyhorse.co.uk
Telephone: 07344 331681