Terms & Conditions

Please read these terms and conditions carefully before placing an order from this website.

1. Introduction

1.1 These Terms & Conditions govern your use of this website and the purchase of products from The Big Horse Shop Ltd (“we”, “us”, “our”).

1.2 By accessing this website, placing an order, or using any services provided through this website, you agree to be bound by these Terms & Conditions.

1.3 If you do not agree to these Terms & Conditions, you must not use this website.

1.4 We reserve the right to amend, update, or replace these Terms & Conditions at any time without prior notice. Any changes will take effect immediately upon publication on this website.

1.5 It is the customer’s responsibility to review these Terms & Conditions before placing an order.

2. Company Information

2.1 We are The Big Horse Shop Limited, a registered company in England and Wales, our Company Registration Number is 6946449. Our registered office and warehouse is Unit 4 Appleby Business Centre, Eden Street, Blackburn, Lancashire, BB1 3BL. Our registered VAT number is 980281413

2.2 You can contact us by telephone on +44 01254 279666, by email to info@thebighorseshop.co.uk or via social media private messaging on Facebook and Instagram @thebighorseshop.

2.3 If we need to contact you we will do so by telephone or email.

2.4 When we use the words “writing” or “written” in these terms and anywhere on our website, this refers to emails.

3. Definitions

For the purpose of these Terms & Conditions:

• “Customer” refers to any person purchasing goods from the website.
• “Goods” refers to any products sold through this website.
• “Website” refers to www.thebighorseshop.co.uk.
• “Order” refers to any request placed by the customer to purchase goods.
• “Contract” refers to the legally binding agreement formed once goods are dispatched.

4. Website Use

4.1 You agree not to:

• Use this website for unlawful purposes
• Misuse the website by knowingly introducing malicious software or harmful code
• Attempt unauthorised access to any systems or data
• Copy, reproduce, distribute, or commercially exploit website content without written permission
• Use automated systems, scraping tools, bots, or data mining techniques on this website

4.2 We reserve the right to suspend or terminate access to the website at our discretion where misuse is suspected.

5. Product Information & Availability

5.1 We make every effort to ensure all product descriptions, imagery, specifications, colours, dimensions, weights, technical details, and pricing are accurate. However:

• Colours may vary depending on screen settings and photography
• Product imagery is for illustrative purposes only
• Measurements may vary slightly due to manufacturing tolerances
• Product specifications may change without notice where improvements are made

5.2 All products are subject to availability.

5.3 We reserve the right to discontinue, amend, or remove products from sale at any time without notice.

6. Fit, Sizing & Suitability

6.1 Our products are designed using our own fit-first sizing and measurements rather than generic standard sizing.

6.2 Fit recommendations, sizing guides, breed examples, and customer service advice are provided as guidance only.

6.3 Horse shape, breed, muscle development, condition, mane thickness, feather, rug layering, and individual preference may affect fit.

6.4 Customers remain solely responsible for:

• Selecting the correct size
• Assessing suitability for their horse
• Monitoring fit during use
• Ensuring products are fitted correctly before turnout or ridden use

6.5 We strongly recommend trying products on carefully over a thin sheet indoors before outdoor use.

6.6 Products used outdoors, in stables, during turnout, or in ridden work will not qualify for return if unsuitable.

7. Product Use & Supervision

7.1 All products are intended for equestrian use only.

7.2 Customers are responsible for ensuring products are:

• Used safely
• Fitted correctly
• Checked regularly during use
• Appropriate for the horse, environment, and conditions

7.3 All products should be checked regularly to ensure:

• Correct positioning
• Secure fastening
• Continued suitability
• No rubbing, shifting, or damage

7.4 We accept no liability for:

• Injury to horse or rider
• Improper fitting
• Misuse
• Product alteration
• Accidental damage
• Damage caused by the horse
• Damage caused by other horses
• Stable or field-related damage

8. Orders & Contract Formation

8.1 All orders placed through the website are subject to acceptance and availability.

8.2 Once an order has been placed, customers will receive an automated order confirmation email acknowledging receipt of the order. This email does not constitute acceptance of the order.

8.3 A legally binding contract between the customer and The Big Horse Shop Ltd is formed only once goods have been dispatched.

8.4 We reserve the right to:

• Refuse any order
• Limit quantities purchased
• Cancel orders
• Restrict sales to specific regions
• Decline orders suspected to involve resale activity

8.5 Reasons for cancellation may include:

• Product availability issues
• Pricing errors
• Technical website errors
• Fraud prevention checks
• Payment verification issues
• Breach of these Terms & Conditions

8.6 If payment has already been taken for a cancelled order, a refund will be issued.

9. Pricing & Payment

9.1 All product prices are displayed in GBP (£) and are inclusive of UK VAT @ 20%.

9.2 UK VAT is removed for all orders being shipped outside of the UK or to VAT exempt destinations. To see the price minus UK VAT simply change the country from United Kingdom to your destination country.

9.3 Prices are subject to change without notice.

9.4 We reserve the right to correct pricing errors at any time.

9.5 If a pricing error occurs after an order has been placed, we reserve the right to:

• Cancel the order
• Contact the customer before dispatch
• Offer the option to proceed at the correct price

9.6 Payment must be received in full before dispatch.

9.7 We accept most major credit and debit cards via secure third-party payment providers which include: MasterCard, Visa, Maestro, Paypal, Apple Pay, Google Pay, and Shop Pay.

9.8 We do not accept:

• Diners Card
• American Express
• Cash
• Cheque

9.9 We do not store or have access to full payment card information.

9.10 Payment made using store credit or gift cards will only be refunded to this same payment method and will not be refunded for cash.

10. Promotional Codes, Offers, e-Gift Cards & store Credit

10.1 Promotional offers, discount codes, bundles, and promotions:

• Cannot be combined unless stated otherwise
• Cannot be applied retrospectively
• May exclude selected collections or products
• May be withdrawn or amended at any time

10.2 We reserve the right to:

• Cancel promotional codes
• Refuse misuse of promotions
• Cancel orders where abuse is suspected

10.3 Discounts have no cash alternative.

10.4 Orders with a promotional offer: buy X get Y applied must return both X and Y when a return is made. Any returned orders missing X or missing Y will have the full price deducted of X and Y from any refund owed.

10.5 The welcome discount of 5% is only valid for first time buyers on full priced items only.

10.6 From time to time there can be errors with promotional discounts displayed on our website or within our emails, should this happen we reserve the right to deny the discount or offer the a discount rate at our discretion.

10.7 e-Gift cards are redeemable at the checkout against all of our products on our website only and can’t be used in person at shows. All of our e-Gift cards don’t have an expiry date and can be used on our website at any time. eGift cards can’t be returned for cash amount, replaced if lost, returned or refunded.

10.8 Store credit is redeemable at the checkout against all of our products on our website only and can’t be used in person at shows. Store credit can’t be refunded for cash amount. All store credit issued doesn’t have an expiry date and can be used on our website at any time.

11. Order Processing, Shipping, Delivery & Risk

11.1 Shipping costs and timescale are displayed on our Shipping Policy page.

11.2 Delivery estimates are provided as guidance only and begin from dispatch, not the order date.

11.3 Orders are dispatched on UK weekdays only with a dispatch cut off time of 12pm GMT / BST. Orders placed after this time, at weekends and on Bank Holidays will be dispatched the following working day.

11.4 International order processing can take up to 3 working days.

11.5 Online orders placed during busy sale periods, over Christmas and during the National Shire Horse Show will take longer to process and dispatch. We aim to work as quickly as possible to get your order to you, please allow up to 5 working days during these times for your order to be dispatched.

11.6 We are not responsible for delays caused by:

• Couriers
• Customs clearance
• Severe weather
• Industrial action
• Transport disruption
• Force majeure events
• Circumstances outside our reasonable control

11.7 Customers are responsible for providing accurate shipping details. We accept no liability for:

• Incorrect addresses
• Failed deliveries due to customer error
• Parcels left in safe places at customer request
• Delays caused by failed delivery attempts

11.8 Risk and responsibility for goods transfers to the customer upon delivery.

11.9 Where tracking confirms delivery, responsibility for the parcel passes to the customer.

12. International Orders, Customs & Duties

12.1 Although our website is designed with UK customers in mind, we ship our products worldwide using a fully tracked and insured service. All prices shown are inclusive of 20% UK VAT which is then deducted at the checkout.

12.2 Our international shipments are sent on a Delivery Duties Unpaid service which means you are responsible for:

• Customs duties
• Import taxes
• VAT charges
• Brokerage fees
• Clearance charges

These charges are determined by the destination country and courier, and are outside our control.

12.3 You are responsible for providing accurate shipping details. It is important you provide the correct address you are registered to for customs clearance purposes. Our courier servers will not deliver to a P.O. Box or an address not registered to the recipient of the goods.

12.4 We accept no liability for lost or delayed parcels due to incorrect details given by the customer.

12.5 All shipments going to Spain require a Spanish National Number of the recipient for customs clearance.

12.6 All shipments being delivered to a business address require the company’s VAT Registration Number in order to be cleared through customs.

12.7 If customs charges are refused and the parcel is returned to us:

• Original shipping costs will be deducted
• Return courier charges will be deducted
• Customs return fees will be deducted

12.8 Orders abandoned or destroyed by customs authorities due to unpaid charges or incorrect details will not qualify for refund.

13. Returns & Exchanges

13.1 Returns are accepted in accordance with our Returns Policy. We offer exchanges, store credit or refunds.

13.2 You have 14 days from receiving your order to request a return. Once your request has been accepted you have a further 14 days to return your item/s to us. We must receive your returned goods within 28 days of your delivery date to be eligible for an exchange, store credit or refund. After 28 days your return request will be cancelled.

13.4 Exchanges will require additional shipping costs to ship the new item/s to you. For UK orders only, we may ship out your exchange item/s free of charge on a standard service if:

• You paid for Express shipping on your original order
• Your original order was £90+

13.5 You can request a return in your customer account on your order page, by telephone 01254 279666 or by email info@thebighorseshop.co.uk. You must include your order number in your request as well as any new item/s or sizes if you are requesting an exchange.

13.6 We do not provide a return label, all return shipping is the customers responsibility. We recommend using a fully tracked and insured service as we will not be liable for any returned goods getting lost in transit.

13.7 Returned goods must:

• Be unused
• Be unworn
• Be unwashed
• Be unaltered
• Be in original condition
• Be free from hair, dirt, odours, marks, bedding, or damage
• Include original packaging and tags
• Be clean
• Be returned in resaleable condition

13.8 We reserve the right to reject returns where:

• Products have been worn or used
• Products show signs of stable or field use
• Products carry odours, hair, mud, or marks
• Products are damaged due to misuse, poor handling, accidental or wear and tear

13.9 Rejected returns will be returned to the customer at the customer’s expense, or refunded to store credit only with deductions made.

13.10 You must include a completed return form within your parcel, this must clearly state your order number and name. Returns sent without this can not be processed or refunded.

13.11 Returns can only be processed once items have been received and inspected in our warehouse.

14. Faults, Claims & Inspections

14.1 If you believe an item is faulty, you must contact us before returning the product. Customers must provide:

• Order number
• Photographs of the issue
• Full details of the claim

14.2 All items returned as faulty are subject to inspection. Faulty returns are the customers responsibility and we do not provide a return label. If the return is deemed to be faulty by us we will reimburse shipping costs up to a value of £6.99. To be eligible for this a postage receipt must be provided.

14.3 We reserve the right to:

• Reject claims
• Offer repair
• Offer replacement
• Offer store credit
• Offer partial refund
• Offer full refund

14.4 The following are not considered manufacturing faults:

• Fair wear and tear
• Horse-related damage
• Chewing
• Rubbing
• Stable damage
• Field damage
• Damage caused by fencing or other horses
• Improper fitting
• Incorrect washing
• Improper storage
• UV degradation over time
• Waterproof deterioration over time
• Failure to follow care instructions

14.5 All boots and legwear on the website are not eligible to be returned under the manufactures guarantee. Due to the nature of their role they may become damaged during use. All boots and legwear that have been worn or used can not be returned for any reason.

15. Waterproofing, Breathability & Care

15.1 Waterproof and breathable performance may reduce over time depending on:

• Frequency of use
• Washing methods
• Environmental conditions
• Storage conditions
• General wear

15.2 Customers should follow all product care instructions. Improper care may invalidate claims relating to:

• Waterproofing
• Breathability
• Fabric performance
• Coatings or finishes

15.3 We recommend regular reproofing of waterproof products where appropriate.

16. Patent-Protected Products & Intellectual Property

16.1 All website content, including:

• Product names
• Product descriptions
• Branding
• Logos
• Graphics
• Photography
• Videos
• Website design
• Product designs
• Fit systems

remain the intellectual property of The Big Horse Shop Ltd.

16.2 Any patent-protected products, registered designs, proprietary fit systems, or protected product features remain the property of The Big Horse Shop Ltd.

16.3 No content or product design may be copied, reproduced, replicated, modified, distributed, or commercially used without written permission.

17. Limitation of Liability

17.1 To the fullest extent permitted by law, The Big Horse Shop Ltd shall not be liable for:

• Indirect losses
• Consequential losses
• Loss of profits
• Loss of business
• Loss of use
• Injury caused by misuse or incorrect fitting
• Damage arising from improper supervision or use

17.2 Our total liability shall not exceed the purchase price of the goods.

17.3 Nothing within these Terms excludes liability where it would be unlawful to do so under UK law.

18. Force Majeure

We shall not be liable for any failure or delay in performing obligations due to events beyond our reasonable control, including but not limited to:

• Natural disasters
• Floods
• Severe weather
• Fire
• War
• Industrial disputes
• Pandemic events
• Courier disruption
• Government restrictions
• Power or systems failures

19. Privacy & Data

19.1 Your use of this website is also governed by our Privacy Policy.

19.2 By using this website, you consent to the collection and processing of personal data in accordance with our Privacy Policy.

20. Governing Law

20.1 These Terms & Conditions are governed by and interpreted in accordance with the laws of England and Wales.

20.2 Any disputes arising in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

21. Contact Information

Questions regarding these Terms & Conditions should be directed to:

The Big Horse Shop Ltd
Email: info@thebighorseshop.co.uk
Telephone: +44 01254 279666