Terms & Conditions

These general Terms and Conditions (T&C’s) including the PRIVACY POLICY govern the offer and sale of products on www.ice-equestrian.co.uk

Please read these Terms and Conditions carefully before you submit any order on this website. By ordering any products on this website, you agree to be bound by these T&C’s including the Privacy Policy.

TERMS OF ONLINE PRODUCT SALE

By placing an order you are offering to purchase a product on and subject to the following terms and conditions. All orders are subject to availability and confirmation of the order price. Dispatch times may vary according to availability. 

ICE EQUESTRIAN LTD retains the right to refuse any request or order made by you. If your order is accepted we will inform you by email. When placing an order you undertake that all details you provide to us are true and accurate, that you are an authorised user of the Payment Account used to place your order and that there are sufficient funds to cover the cost of the goods. 

OUR CONTRACT

When you place an order, you will receive an acknowledgement e-mail confirming receipt of your order, this email will only be an acknowledgement and will not constitute acceptance of your order. A contract between us will not be formed until we send you confirmation by e-mail that the goods which you ordered have been dispatched to you. Only those goods listed in the confirmation e-mail sent at the time of dispatch will be included in the contract formed.

CANCELLATIONS, RETURNS & REFUNDS

Customers have the right to cancel under the Consumer Contract Regulations in addition to our Returns Policy.

Our return policy is designed to ensure customer satisfaction. If for any reason you are not completely satisfied with your purchase, you may return it within 28 days starting from the date of sale for a refund. However, you must contact us within 14 days of the date the goods arrived to you. To ensure a hassle-free return process, it is important to fill out our returns form. Failure to do so may result in the return being denied. Our returns form is easy to fill out and will be sent to you by Ice Equestrian. Once the form is completed, simply follow the instructions provided to return your order.

To be eligible for a refund, the item must be in its original condition and packaging, with tags still attached and not been used. Items Proof of purchase needs to be provided. Please note that shipping and handling fees are non-refundable. Once the returned item arrives at Ice Equestrian and a thorough inspection has been completed, we will process the refund.

We understand that mistakes can happen, so if you encounter any issues with your order, please feel free to contact us contact form.

It is important to note that if you do not initiate a return before the 14th day of receiving the product, we will not be able to accept the return if we have not received the item back by the 28th day. We strive to make the return process as easy and hassle-free as possible for you. If you have any questions or concerns about our return policy, please do not hesitate to reach out to us.

When returning items, it is essential to bear in mind that they must be returned in their original boxes. This requirement ensures that the product is protected during transit and maintains its original condition. By returning the item in its original packaging, you can help prevent any potential damage that may occur during the return process. Additionally, it is important to note that a £10.00 fee will be deducted if a gift box has been sent with your order and shows any signs of damage upon return. This fee is implemented to cover the cost of replacing the damaged gift box and ensuring that the next customer receives their item in pristine condition. To avoid this deduction, it is crucial to handle the gift box with care and ensure that it remains in its original state. By doing so, you can avoid any unnecessary charges.

Refunds within the statutory period are made in line with the Consumer Contract Regulations.

FAULTY & WRONG PRODUCTS

We apologise for the inconvenience caused and will help you in the best way possible. If you believe you have received a wrong or defective product from us, please contact us immediately or no later than 2 days upon receiving your order so we can rectify this problem for you. If you do not contact us within the 2 day period or if the product has been used you will be bound to accepting the product.  We will work with you to resolve the issue quickly. We may ask for photos or additional information to help us understand the problem. Depending on the situation, we may offer a replacement, refund, or exchange. Our goal is to ensure that you are completely satisfied with your purchase.

DELIVERY AND SHIPPING OUTSIDE THE UK

Please note that all orders shipped to EU and International destinations may be subject to customs duty fees, which are not included in your Ice Equestrian Order. It is important to be aware that each country has its own customs rules and regulations, and it is the responsibility of the purchaser to pay any applicable fees. If customs duty is ignored or refused by the purchaser, this may result in the package being destroyed or returned to us, and no refund will be issued. Please be advised that Ice Equestrian does not issue refunds for unpaid duty charges or unclaimed parcels.

When placing your order, it is crucial to provide accurate and complete details, including your email address and telephone number. This information is essential for you to effectively track your parcel and ensure its successful delivery. Failing to provide the correct information may result in delays and the possibility of the parcel being returned. It is important to note that the courier relies on the provided contact details to get in touch with you if necessary. Therefore, by ensuring the accuracy of your information, you can avoid any potential inconvenience and ensure a smooth and timely delivery process.

After placing your order with Ice Equestrian, you will receive an acknowledgement email to confirm that your order has been successfully placed. This email serves as a confirmation of your purchase and provides you with the necessary details regarding your order. Additionally, once your parcel has been dispatched, you will receive a further confirmation email from Ice Equestrian. This email will include your tracking information, allowing you to keep track of your package’s journey until it reaches your doorstep. We highly recommend keeping an eye on your tracking to stay updated on the status and estimated delivery time of your order. Rest assured, Ice Equestrian strives to provide a seamless and transparent shopping experience, ensuring that you are well-informed throughout the entire process.

Our product offers fully tracked parcel delivery to ensure that our customers can keep track of their packages every step of the way. While delivery times may vary depending on the destination country, we do offer an Express service with DHL for the USA and FedEx for the EU. These services typically take between 2-5 working days, providing a faster delivery option for those who need it. However, please note that we cannot be held responsible if delivery takes longer than expected. With our fully tracked delivery service, customers can have peace of mind knowing that their packages are being monitored and will arrive at their destination as quickly as possible.

UK SHIPPING

There are two courier options available for you to choose from. The first option is FedEx Next Day Delivery, which does not include weekends or holidays. The second option is Royal Mail Tracked 48, where the parcel should arrive within 2-4 working days, excluding holidays. Alternatively, you can also choose Royal Mail Tracked 24, which may take from 1-2 working days, excluding weekends and holidays. If you opt for FedEx, it is important to provide a telephone number in case the courier needs to contact you. Failure to do so may result in a delay in receiving your parcel.

OTHER

Please note that our browbands are designed to add a decorative touch to your horse’s bridle. However, it is important to keep in mind that they are delicate items and should be handled with care. It is the responsibility of the customer to ensure proper maintenance and handling of the browband. It is important to note that we do not consider crystal falling as a fault in our products, and therefore, it is not a valid reason for complaints, refunds, returns, or exchanges. We strive to provide high-quality products, and we appreciate your understanding and cooperation in taking the necessary precautions to preserve the beauty and longevity of your browband. Care & Size Guide

PAYMENT

Whilst we try and ensure that all details, descriptions and prices which appear on this Website are accurate, errors may occur.

Please note that if there are any errors in the price of the goods you have ordered, we will notify you promptly and give you the option to confirm the order at the correct price or cancel it. If we are unable to reach you, the order will be considered cancelled. If you have already paid for the goods and choose to cancel, you will receive a full refund. It is important to contact us immediately before the goods are dispatched to cancel the order. Prices include VAT where applicable, and delivery costs are charged separately and clearly displayed in the ‘Total Cost’. If you are under 16 years old, you must obtain approval from a guardian for your purchase.

TERMS OF SALE

By placing an order you are offering to purchase a product on and subject to the following terms and conditions. All orders are subject to availability and confirmation of the order price.

Dispatch times may vary according to availability. 

Ice Equestrian Ltd retains the right to refuse any request or order made by you. If your order is accepted we will inform you by email. When placing an order you undertake that all details you provide to us are true and accurate, that you are an authorised user of the Payment Account used to place your order and that there are sufficient funds to cover the cost of the goods. 

Ice Equestrian are not held responsible for any accident where any of our products have been used. It’s important to always check your tack before and after use.If you need any advice on anything please contact us and we will be more than happy to assist you.

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