Terms and Conditions
We believe that you will be delighted with your order but there may be occasions where you feel it necessary to return an item.
If you wish to return any or all of the items from your order, for any reason, you must notify us within 30 days of receipt of the goods. All goods must be returned to us complete with their original, undamaged packaging, documentation and manuals for a refund within 14 days of notifying us of your intent to return the goods. Please note we do not refund postage for all non warranty returns. Goods are not sold on a trial basis.
You are responsible for the goods until they are restored to us, and must ensure you take reasonable care of them, returning them to us at your expense. If in doubt, please phone or email for advice before returning an item to us. We strongly recommend that all returns are registered and insured when sent as we unable to compensate for lost or damaged parcels.
Please note we do not offer refunds or exchanges on any Books, DVD’s, Supplements or Used / Damaged items (except warranty returns).
Our return address is Charlies Products, Unit 1, Station Yard Workshops, Alston, Cumbria, CA9 3HN (Please enclose a copy of our returns slip or invoice within the returned goods)
Once we receive all of the returned items, we will refund your original purchase method and you will be notified by email that this has been done. This is usually done within 3 – 5 days of receiving the returned goods back.
Please note for goods that have been used or where labels have been torn, tags (if applicable) have been removed at no fault to us so overall the value of the goods have been diminished. We will be within our rights to refuse the returned goods and they will be sent back to the customer at their own expense.
Faulty Goods – In the unlikely event your ordered goods are faulty please contact Charlies Products by email firstname.lastname@example.org to inform us. We will endeavour to rectify the situation straightaway and will arrange a replacement, repair or refund depending on the situation once the goods have been returned. We will always work with you and the manufacturer whose warranty is in place to achieve a satisfactory solution to any faults you may have for a period of 12 months after purchase.
Faults / Warranties with hoof boots – Hoof boots are covered for true manufacturing faults such as faulty stitching unravelling. Hoof boots are not covered for horse damage such as being trodden on or caught which will cause gaiters to tear or parts to snap / break. All hoof boots will give way with force / strain put on them as a safety feature so your horse does not injure themselves. Hoof boots can last anything from one ride up to two years plus. Hoof boots will wear out with usage over time and screws / bolts can work loose. You are responsible for fully checking hoof boots before every ride and checking all screws are tight. Horses are very large and powerful animals so can damage hoof boots. We do not offer refunds or exchanges on used / damaged hoof boots. Please contact us by email email@example.com to inform us of any faults before sending the hoof boots back to us.
Trying on new Hoof Boots – we always advise when trying on new hoof boots to only put them on dry / mud free hooves. Place a towel on the floor and a thin bag over the hoof. You must not allow your horse to walk in any boots you wish to keep as new – they must only be tried on at a standstill. Any hoof boots that do not fit can easily be returned as new for an exchange / refund within 30 days of receipt of the goods. We do not offer refunds or exchanges on used / dirty or damaged hoof boots.
Non-delivery of Goods –
If we have given you a despatch date for the product you ordered and you have not received it within 14 days of this date, please notify us immediately, so that we can investigate the reasons for the non-delivery. Your statutory rights remain unaffected.
We will not be accountable for any orders not received within 60 days of purchasing.
Our sales team aim to provide a high level of customer satisfaction both with our products and the service we offer. If you have a complaint or would like to advise us of proactive ways to increase our high levels of customer service please email firstname.lastname@example.org or write to us at…
Charlies Products, Unit 1, Station Yard Workshops, Alston, Cumbria, CA9 3HN
Charlies Products do not disclose buyers’ information to third parties. All details that you provide are kept in strict confidence and are used to send your order. We do not pass on customer details like email addresses to third parties