CUSTOMER SERVICE & SUPPORT
At Horse Bit Hire we are passionate about our quality bitting advice (from me, Gail) and excellent customer service. My aim is to ensure your horse is comfortable in his bit, I give the best advice I can based on the information you give me. I am available most of the time (including weekends) on the advice line so please do call if you are unsure which item would suit best. Below is the standard store policy information.
BUYING YOUR BIT
Please choose the "Buy" option on the website. Payment is made securely online via Sagepay or Paypal and is safe and secure. No further action is required as full payment is made at time of purchase.
Please choose the "Hire" option on the website. The hire period is 30 days from the date you receive the bit and if you have any queries or questions during this time, please contact me. Again, the full price is paid at the time of purchase and if the bit is returned, a refund less the hire charge (£19.50 per bit unless the Turtle Tilt which is £35.00) and postage (see below) is processed. As you have chosen a "hire" you may be sent a used bit; if this happens you would receive a note in the parcel advising of this and offering you either a discount at the end of the hire period or an exchange to a new bit of the same size and style you have hired.
Please take care of the bit and keep it in good condition during the hire period. Damaged or broken bits cannot be returned. Don't worry about teeth marks - this sometimes happens with warmer sweeter metals - or oxidation - this happens with sweet iron and has a rusty appearance. Both are perfectly normal and will not affect me accepting the bit back.
The bit must be back with Horse Bit Hire before the Hire End Date to avoid further charges being incurred. It is your responsibility to ensure that the bit is kept safe from damage, theft and loss during the trial period.
CLEANING YOUR BIT
If you have to return your bit, please return it in clean condition. I ask that you wash the bit gently but thoroughly in warm water to remove any grass, food etc. All bits returned to Horse Bit Hire will be disinfected thoroughly. Horse Bit Hire cannot be held responsible for any diseases, infections, viruses or mouth or medical conditions that appear after hiring a bit from us.
RETURNING YOUR BIT
It is recommended that any items for return are sent by Special Delivery to ensure that you are fully covered for compensation should the parcel go astray. Horse Bit Hire cannot be held responsible for any loss or damage in the post. Refunds less the hire charges are processed within 2 days of receiving the item back.
All prices are quoted on each individual item in pounds sterling (£), Horse Bit Hire is Vat registered. The price charged is that as on the website at time of order and the hire charge per item (see above as to how the hiring process works) is £19.50 per bit (unless the bit is the Turtle Tilt which has a hire of £35.00).
USED STOCK/SALE SECTION
Sometimes, I have used bits in stock that I either sell at a reduced rate in the sale section or keep in stock to go with me on yard visits etc. Please call me if you are interested in a reduced item and can't see it on the website and I will check if one is available.
For all orders received by 1.00pm Monday to Friday, if the item is in stock, goods will be despatched 1st class the same day and you should normally receive them the next day (based on Royal Mail 1st class delivery policy). All orders received after 1.00pm Monday to Friday will be despatched the next working day. All orders received on Saturday and Sunday will be despatched on Monday. All orders are sent Royal Mail 1st Signed For which means that they are fully insured and you have to sign for the parcel. Alternatively, at the time of order you can choose Royal Mail Special Delivery for guaranteed delivery by 1pm the next working day (signature required on delivery).
For items that have to be ordered in from a distributor, please add an extra 2 – 3 working days to the delivery schedule. I will contact you to advise if your order is not in stock and give you an expected delivery date.
Postage is charged at £6.00 for all First Class, Certificate of Postage orders and £10.00 for all Special Delivery (for this method a signature is required on delivery and delivery is guaranteed by Royal Mail by 1pm the following working day – not Saturday). If you order on the website, the various postage options are displayed.
Please contact us at any stage to check if your item has been despatched.
You have rights under the Consumer Protection (Distance Selling) Regulations 2000 and the Consumer Protection (Distance Selling) (Amendment) Regulations 2005, referred to as the "Distance Selling Regulations".
Briefly, these Regulations state that you should be given clear information about the order and the trader, along with a cooling-off period, protection against credit card fraud and against the demand for payment of unsolicited goods.
The Distance Selling Regulations give you the right to change your mind and cancel an order within seven working days (from the date you receive the goods). If you do decide to cancel, you should put this in writing, either by letter (recorded delivery is recommended), or email. A telephone call is not sufficient, unless both we agree this at the time of the call
If you exercise your right of cancellation after the goods have been despatched to you, you will be responsible for returning the goods at your own cost. You must take reasonable care to ensure the goods are not damaged in the meantime or in transit. You are allowed to open the goods to examine them, but are not allowed to use them (items returned used will not be accepted). You are responsible for returning the goods in a saleable condition; failure to do so will result in a surcharge being applied to your refund. Postage costs incurred for your original order will not be refunded.
For any queries, you can reach me on:
Tel: 07789 587 302
Write to us at: The Old Stables, Nunthorpe Village, Middlesbrough, TS7 0NR