Terms & Conditions
1. What these terms cover. These are the terms and conditions on which we supply our products to you, whether these are goods, services or digital content. By using our website, you are complying with and are bound to these terms and conditions of use.
1.2 Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms (or require any changes), please contact us to discuss.
1.3 This website. Please note that the content of this website generally is subject to change and we cannot guarantee the accuracy, timeliness or suitability of the information found on this website. We entirely exclude liability for the same and the material on this website cannot be reproduced and is the property of Holy Horse Ltd.
2. Information about us and how to contact us
2.1 Who we are. We are Holy Horse Ltd. a company registered in England and Wales. Our company registration number is 11073520 and our registered office is at 20-22 Wenlock Road, London, N1 7GU.
2.2 How to contact us. You can contact us by writing to us at email@example.com or telephone customers services on 075930 10336
2.3 How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you have provided to us in your order.
2.4 “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.
3. Our contract with you
3.1 Acceptance of your order. Once you have placed an order, you will receive an email acknowledging the details of the order. However, all orders are subject to availability and in any event, we reserve the right not to accept your order for any reason. If accepted, orders will usually be dispatched within 3-5 working days but please allow longer, usually 10-14 working days, for the dispatch of personalised items.
3.2 How we will accept your order. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.
3.3. If we cannot accept your order. If we are unable to accept your order, we will inform you of this (in writing) and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for (because a credit reference we have obtained for you does not meet our minimum requirements), because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.
3.4. Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
4. Our products
4.1. Products may vary slightly from their pictures. The images on our website are for illustrative purposes only. Whilst we have tried our utmost to ensure the colours on screen accurately reflect our products, we cannot guarantee that your computer’s display of the colours will convey them exactly. Therefore, products may differ slightly to the images on this website.
4.2. Product packaging may vary. The packaging of the product may vary from the description and items shown.
4.3. All products are subject to availability.
5. Your rights to make changes and returns
5.1. Personalised items cannot be changed or refunded (unless there is a fault).
5.2 If you want to make changes to an order for a non personalised product, please contact us. We will let you know if the change is possible. If it is possible we let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.
5.3 If you want to return your order to us you must do so within 14 days. The goods must be unworn with original tags and packaging. Please be reminded that you are responsible for the cost of return postage.
6. Our products are made to last. However, the lifespan of our items is determind by the care, wear and elements each item is subjected to. Tape, fur or fabric damage due to excessive rubbing, chewing, excess water, urine, faeces, exposure to weather or anything else that compromises the integrity of the material beyond normal wear and tear is not a defect that Holy Horse can be responsible for.
7. Our rights to make changes. As we informed you in the desc ription of the product on our website, we may make changes to the product, but if we doso we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any products paid for but not received.
8. Providing the products
8.1. Delivery costs. Please see the costs of delivery on our website.
8.2 When we provide the products. During the order process we send you an email to let you know that your order has been shipped. This will include a tracking number so that you can track your order with our carrier.
8.3. We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay (more than 6 weeks), you may contact us to end the contract and receive a refund for any products you have paid for but not received.
8.4. If you are not at home when the product is delivered. If no one is available at your address to take delivery our carrier will leave you a note informing you of how to rearrange delivery or collect the products from a local depot.
8.5. If you do not re-arrange delivery. If after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery we may end the contract.
8.6. When you become responsible for the goods. A product which is goods will become your responsibility from the time we deliver the product to the address provided.
8.7. When you own the goods. You own a product which is goods once we have received payment in full.
9. If there is a problem with the product
9.1. If you have any questions or complaints about the product, please contact us by email at firstname.lastname@example.org
9.2. If the product arrives damaged. If your item is damaged in transit or a manufacturing fault is detected upon inspection, you should contact us immediately. In this instant we will replace your item upon receipt of the damaged item and refund any carriage cost incurred by you as long as we receive proof of postage payment. The item must be returned in its original packaging and must be in its original condition. If we cannot send out a replacement due to being out of stock, we may offer an alternative or issue a refund.
9.3. Returning faulty goods. As above (9.1) please contact us for further information.
10. Returning products
10.1 Returning products after ending the contract. If you end the contract for any reason after the products have been dispatched to you or you have received them, you must return them to us within 14 days, through Royal Mail, using the Holy Horse returns label. You will be responsible for the cost of returning the goods to us. These goods must be in their original condition with the original packaging or you may not be eligible for a refund.
10.2. How we will refund you. If you are entitled to a refund we will refund you the price you paid for the products by the method you used for payment. Unless you have contacted us about a manufacturing defect (9.2) you are responsible for the payment of return carriage.
11. Payment and price
11.1. Payment in GBP. Customers will be charged in GBP. If your credit/debit card is not denominated in GBP, you will be charged depending on the exchange date on the day of purchase. Promotional codes cannot be transferred to a new order and cash/credit alternatives will not be offered.
11.2. Price. The price of the product (which includes VAT) is shown on the product description pages. We (use our best efforts to ensure) that the price of the product advised to you is correct at the point of order.
11.3. We will pass on changes in the rate of VAT. If the rate of VAT changes these changes will be updated in the prices on website.
13. Other important terms
13.1. If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
13.2. Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
13.3. Which laws apply to this contract and where may you bring legal proceedings if you are a consumer. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.