Horse First Customer Service

1 Introduction
1.1 Horse First Direct is a trading name of Horse First Ltd
1.2 The terms contained in this document (Trading Terms) apply to all transactions for the purchase of products from the site. Please read these Trading Terms carefully before ordering from the Site. By ordering any products from the Site you are indicating your acceptance to be bound by these Trading Terms. They form a legal agreement between you and us and can only be amended with our consent.
1.3 Your use of the Site itself is subject to our website Terms of Use. You should also read our Privacy Policy.
1.4 We reserve the right to change these Trading Terms from time to time without prior notice by changing them on the Site, provided that any such change will not affect any purchases you have made before the change is implemented.

2 Ordering
2.1 You may place an order to purchase a product advertised for sale on the Site by following the onscreen prompts after clicking on the item you are interested in. You will have an opportunity to check and correct any input errors in your order up until the point at which you submit your order by clicking the Order Confirmation button on the checkout page.
2.2 All orders placed by you are subject to acceptance by us. We may choose not to accept your order for any reason and will not be liable to you or to anyone else in those circumstances.
2.3 After submitting an order to us, you will be sent an order acknowledgement email with your order reference and details of the products you have ordered. Please note, this email is an acknowledgement and is not an acceptance of your order. See 2.5
2.4 In the unlikely event that your order includes products which are not available from stock, we will contact you by email to ask how you wish to proceed. You will have the option to wait until the products are available from stock, or cancel your order.
2.5 Acceptance of your order and the formation of a contract between us once payment has been received, unless we have notified you that we do not accept your order or you have already cancelled it in accordance with the provisions below (see Cancellations and returns).

3 Prices and Payment
3.1 The prices of products advertised for sale on the Site are as set out on the Site. All prices are in Euro (€) inclusive of VAT where applicable, but exclude delivery charges. Delivery charges, where applicable, are clearly displayed when you view the items you have selected within your basket. Delivery charges will be automatically calculated and added to your order. Prices and delivery charges displayed are valid and effective only within the countries stated on our Delivery Information Page.
3.2 Prices may change at any time prior to (but not after) acceptance of your order.
3.3 We cannot accept your order until you have paid for it in full. Payment can be made by most major credit or debit cards through PayPal, by completing the relevant details on the checkout page
3.4 By using a credit/debit card to pay for your order, you confirm that the card being used is yours. All credit/debit card holders are subject to validation checks and authorisation by the card issuer. If the issuer of your card refuses to authorise payment we will not accept your order and we will not be liable for any delay or non-delivery and we are not obliged to inform you of the reason for the refusal. We are not responsible for your card issuer or bank charging you as a result of our processing of your credit/debit card payment in accordance with your order.
3.5 In the unlikely event that the price of an item has been incorrectly advertised on the Site, we will contact you by email to ask whether you wish to proceed with the order at the correct price. If you are not happy to proceed, or we are unable to obtain your instructions, we will cancel the order. Unless we have already confirmed despatch of your order, we will not be obliged to supply products at the incorrect price.

4 Delivery
4.1 Subject to availability, we will use all reasonable endeavours to deliver the products you have ordered as soon as possible after your order is accepted by us. Our policy is to dispatch goods the same day the order is received for goods that are in stock (if order is placed before 2pm GMT).
4.2 We will deliver directly to the address specified in your order. We cannot deliver items within the same order to multiple addresses.
4.3 Deliveries are made Monday to Friday (excluding bank and public holidays), normally between the hours of 8am and 5.30pm. The precise timing of a delivery cannot be specified. Certain deliveries may require a signature to confirm receipt. You will receive notification of the delivering Courier and tracking number by email, once dispatch occurs.
4.3.1 All delivery orders will be dispatched within 1 working day after receipt of payment. However, if due to the seasonal demand for a particular product or simply due to unusually high/unexpected demand meaning that it is not immediately available we will contact you and notify you of the soonest available delivery date.
4.4 Deliveries will be made to your door. We are not responsible for any additional carrying or positioning of products ordered.
4.5 Once delivered, the products ordered will become your property (provided they have been paid for in full) and your responsibility and, except in relation to products that are damaged or faulty when delivered or have been incorrectly delivered, we will not accept any liability for their loss, damage or destruction after they have been delivered.

5 Cancellations and Returns
5.1 Except in relation to the products specified in the next paragraph, you may cancel your order (or any part of it) at any stage before the products are delivered to you, and up to 7 days afterwards. You may do so either by notifying us (see How to contact us), giving us your full name, address and order reference or, alternatively, by returning the products, in accordance with the provisions below ( see section 5. 3). You do not need to give any reason for cancelling your order, but a brief explanation will help us improve the service we offer to customers in the future.
5.2 If you cancel your order, any sum debited by us from your credit/debit card will be refunded in full.
5.3 Where you decide to cancel an order after we have despatched the products, you will be under a duty to return them to us, at your own risk and cost. All such products should be returned within 14 days of you cancelling your order (where you choose to cancel by notifying us) and, in any event, no later than 28 days after the products have been delivered to you. Until such time as they are returned, you must retain possession of the products and take reasonable care of them. You should return the products to us unused and as new, whilst maintaining a duty of care for the products during the cancellation period (except to the extent reasonably necessary to examine them), with the original product packaging, by one of the following means:
Goods received which have been opened, used or damaged will not be accepted and refunds will not be made .
Returned items must be suitably packed and labelled and be returned for the attention of
Horse First Ltd, Units 5 & 6 Flurrybridge Enterprise Centre, Newry, County Down, BT35 8SQ
We strongly recommend that you retain proof of dispatch as in the event of loss or damage during return transit we cannot provide any compensation
5.4 Our policy on cancellations and returns does not affect your legal rights.

6 Faulty Products
6.1 If any product you purchase is damaged or faulty when delivered to you we may offer an exchange or refund as appropriate, in accordance with your legal rights. If you believe a product is faulty, you should notify us (see How to contact us ) to arrange for the return of the product (the cost of postage of which we will refund).
6.2 Our policy on faulty products does not affect your legal rights.

7 Security
7.1 We understand that you may have concerns about security on the internet. All payments are made through Paypal which has a secure area and operates through SSL
7.2 We recommend that you do not communicate your payment card details to anyone, including us, by email. We cannot be responsible for any losses you may incur in transmitting information to us by internet link or by email. Any such loss shall be entirely your responsibility.
7.3 If you have any additional queries about security, please email us at:
store@horsefirstdirect.com

8 Our Liability
8.1 We will not be liable to you where performance of any of our obligations is prevented or restricted by any circumstance or cause beyond our reasonable control.
8.2 You are responsible for the use you make of the products you order. Which must be used as per recommended dosage instructions. To the extent not prohibited by law, we accept no liability for any loss which is not reasonably foreseeable or for any business loss (which includes loss of profits, contracts, goodwill, opportunity and other similar losses).
8.3 We accept liability for death or personal injury caused by our negligence and responsibility for fraudulent misrepresentation that cannot, under English law, be excluded.
8.4 Nothing in this section 10 or elsewhere in our Trading Terms affects your statutory legal rights.

9 General
9.1 Horse First Direct is a trading name of Horse First Ltd. Our company number is 1560108 and our registered office is at Units 5 & 6 Flurrybridge Enterprise Centre, Newry, County Down, BT35 8SQ
9.2 Any formal legal notices should be sent to us at the address at the end of these Trading Terms by email and confirmed by post.
9.3 Failure by us to enforce a right does not result in waiver of such right. You may not assign or transfer your rights under these Trading Terms.
9.4 If any part of these Trading Terms is found to be unenforceable as a matter of law, all other parts of these Trading Terms shall be unaffected and shall remain in force.
9.5 You and we agree that English law applies to these Trading Terms and that any dispute between us arising out of or in connection with these Trading Terms will only be dealt with by the English courts, unless you are resident in another part of the United Kingdom, in which case the applicable law of that part of the United Kingdom will apply and any dispute will be brought before the courts there. We are required by law to inform you that purchases can be concluded in English only and that no public filing requirements apply.

10 How to Contact Us
Please feel free to contact us in any of the following ways:
by email at store@horsefirstdirect.com
by writing to us at :
Horse First Ltd
Units 5 & 6 Flurrybridge Enterprise Centre
Newry
County Down
BT35 8SQ

11 Updates
These Trading Terms were last updated on 4th June 2012