Right to Cancel Policy

Your Cancellation Rights

The Fitted Horse is committed to providing excellent customer service and ensuring you have confidence in your purchases. This Right to Cancel Policy outlines your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Distance and Off-Premises Contracts

If you have purchased goods or services from The Fitted Horse through distance selling (online, by phone, or by email) or off-premises (at your yard or location rather than our business premises), you have the right to cancel your contract within 14 days without giving any reason.

This cancellation period expires 14 days from:

• For goods: The day you (or a third party you've designated, other than the carrier) receives the goods
• For services: The day the contract is concluded

How to Exercise Your Right to Cancel

To exercise your right to cancel, you must inform us of your decision by a clear statement. You can:

• Email us at: emma@thefittedhorse.co.uk
• Call us on: 07359 205538

You may use the model cancellation form provided at the end of this policy, but this is not obligatory. To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Effects of Cancellation

If you cancel this contract, we will reimburse all payments received from you, including the costs of delivery (except for supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

We will make the reimbursement without undue delay, and not later than:

• 14 days after the day we receive back from you any goods supplied, or
• If earlier, 14 days after the day you provide evidence that you have returned the goods

We will make the reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement.

Your Obligations When Cancelling

If you have received goods and you cancel the contract, you must send back the goods or hand them over to us at an agreed location without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation to us.

You will have to bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods. This means you can handle the goods as you would in a shop, but you will be liable for any reduction in value if you have handled them in a way that would not be permitted in a shop.

Goods Made to Your Specifications

Important: Please note that your right to cancel does not apply to goods that have been made to your specifications or clearly personalized. 

This includes:

• Custom-made saddles manufactured to measurements and specifications taken during your fitting consultation
• Bespoke bridles made to your horse's individual measurements
• Bits specially ordered in non-standard sizes or specifications
• Any equipment with personalized engraving, embossing, or customization
• Goods that have been mixed inseparably with other items after delivery

For these custom-made items, you will be informed at the time of ordering that the right to cancel does not apply, and your explicit agreement will be obtained before the order is placed with the manufacturer.

Services That Have Commenced

If you requested that services (such as fitting consultations or adjustments) begin during the cancellation period, you acknowledge that:

• You expressly requested the service to begin before the end of the 14-day cancellation period
• If you cancel after the service has been fully performed, you will pay an amount proportionate to what has been performed up until you communicated your cancellation

Exceptions to the Right to Cancel

Your right to cancel does not apply to:

1. Goods made to your specifications or clearly personalised (as detailed above)
2. Sealed goods which are not suitable for return due to health protection or hygiene reasons once unsealed after delivery (e.g., certain saddle pads or hygiene products)
3. Goods that have been used and show signs of use
4. Goods which have been inseparably mixed with other items after delivery
5. Services that have been fully performed where performance began with your prior express consent and acknowledgment that you would lose your right to cancel once the service was fully performed

Faulty or Misdescribed Goods

Your cancellation rights do not affect your statutory rights relating to faulty or misdescribed goods. If goods are faulty or not as described, you may be entitled to a repair, replacement, or refund under the Consumer Rights Act 2015, regardless of whether the 14-day cancellation period has expired.

If you believe goods are faulty or not as described, please contact us immediately so we can resolve the issue.

Custom Orders and Deposits

For custom-made goods (such as saddles made to your specifications), once you have agreed to the specifications and the order has been placed with the manufacturer:

• A deposit is required (50% of the total price)
• The deposit is non-refundable once the order has been placed with the manufacturer, as goods are being made specifically for you
• You will be clearly informed of this before confirming your order
• Your explicit agreement will be obtained acknowledging that you understand the right to cancel does not apply

This policy ensures you understand your commitment when ordering custom-made items while protecting both parties in the transaction.

Trial Periods and Returns (Non-Statutory)

While your statutory right to cancel may not apply to custom-made goods, The Fitted Horse offers trial periods for certain products where feasible:

• Trial equipment may be available for assessment before purchase
• Satisfaction guarantees may apply to certain standard (non-custom) products
• Exchange policies for standard stock items may be available

Please discuss these options with us at the time of purchase. Any such arrangements are in addition to, not instead of, your statutory rights.

Contact Us

If you have any questions about your right to cancel or need assistance with a cancellation, please contact us:

The Fitted Horse
07359 205538
emma@thefittedhorse.co.uk

We are committed to ensuring you understand your rights and are satisfied with your experience with The Fitted Horse.