Política de reembolso

Due to the variety of services we offer, each return and refund policy is different. Please refer to the product/service you have ordered to determine the policy rules.

Services

Day Visits, Arena Hires and Livery.

Please understand that when you forget or cancel your appointment without giving us any notice, we miss the opportunity to fill that appointment time. This is why we have a 24 hour cancellation policy on all services offered, which means you have up to 24 hours before your appointment time to request a refund or change of date/time.

NO SHOWS - Will be charged 100% of the appointment booking amount.

If we have provided you with a service you are unhappy with, we request you let us know in writing to hello@rookeryequine.co.uk within 48 hours of the service taking place.

Refund Policy

Treatments

OUR EMPLOYEES DELIGHT THEMSELVES ON PROVIDING YOU AND YOUR HORSE WITH THE UTMOST CUSTOMER CARE AND SERVICE.

We do not issue refunds on services. However, should you have any questions or concerns about the service you have received at Rookery Equine Ltd, please notify us within 48 hours of your appointment at hello@rookeryequine.co.uk where we will make every effort to ensure that your next appointment be to your satisfaction.

Rentals

All our rental equipment is checked before it is shipped out for any damage. If in the unfortunate event it is damaged on arrival please contact Rookery Equine Ltd as soon as possible where we can arrange a return and have the product tested. If it is deemed the damage has been committed whilst in your care, there will be a £500 fee to fix the machines.

Livery

A £50 plus VAT non-refundable deposit is required to secure your horses stable and dates. Before your horse arrives, we will have spoken with you and made a detailed plan regarding their treatments during their stay. If you decide to collect your horse before the end of the arranged agreement, we will not provide a refund for any treatments or dates your horse is no longer staying with us.

Gift Cards and Block Bookings

Gift Cards and Block Bookings have an expiry that is 6 months from date of purchase. These purchases are non-refundable and non-transferable.

CPD and Demonstration Days

Full payment is required at time of booking. We will refund up to 10 days prior to the event being hosted. If you are unable to attend within 10 days of this, we will refund 50% of the costs back.

Bit Refund and Returns Policy

All bits (excluding leather, polymer, sweet iron) are sold with a 14-day hire period, during which you will be charged the full price. This period begins on the day the bit is delivered to you. You have 14 days to trial the bit, and if you are not satisfied, you must notify us within this timeframe and return the bit within 21 days of receipt (including weekends and bank holidays).

If you require an exchange, we will happily swap out the product within the 14 day time frame but you will be responsible for the cost of return of the goods, hire charge and a new delivery charge. Once the exchanged goods have arrived in your possession a new 14 day hire charge will commence.

We recommend returning the bit using a tracked and signed delivery method, as Rookery Equine cannot be held responsible for any items lost in transit. If the product is lost during return shipping, no refund or credit note will be issued. Upon receipt, the bit will be inspected for any damage or misuse. If approved for return, you will receive a refund for the full amount minus shipping and the hire charge (as detailed below). If the bit is found to be damaged or unsaleable, it will be returned to you after payment of an additional shipping invoice is completed.

Due to the nature of the leather, polymer, thermaplex and sweet iron bits, no refund will be made on these products. If you feel the products are faulty then your statutory rights are still upheld and a returns label/refund will still be available.

Hire Charges

Up to the value of £50                                £5.00

Up to the value of £100                              £10.00

Up to the value of £150                              £15.00

Up to the value of £200                              £20.00

Up to the value of £250                              £25.00

Up to the value of £300                              £30.00

Refunds will be issued within 7 days of the return of goods.

Special, customised or personalised orders are not covered by any of our returns policies or are unable to be cancelled once ordered.

Supplements

All supplements once opened are non-returnable due to the nature of the product.

If you receive an incorrect order or are not happy with the product please contact us within 14 days of order on hello@rookeryequine.com or 07929 047 328 where we will try and resolve any issues you may have.