Sales Terms and Conditions:

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By purchasing goods from Natural Horse NZ, you consent to the terms outlined below. We advise you to thoroughly review these terms before making your purchase.

 

1A-Pick Ups/Drop Offs: Due to the logistical demands of operating our horse sanctuary and assisting horse owners with medical and behavioural issues for their equines, we are unfortunately unable to provide pick-up services, personal drop-offs, or accept in-person orders. Consequently, all items purchased from us can be ordered through our website or directly via Email, Messenger, or through our chat facility on our website.

Therefore, please be advised that all orders will be shipped directly to our customers by courier.

 

1B-Delivery:  We aim to dispatch all items as quickly as possible and in most cases orders are sent within a few days. However, as we also operate as a horse sanctuary, there are times when our small team is focused on horse care, and during peak periods dispatch times may be longer.

 

Handmade and customised rope tack items are made to order for each customer and are normally crafted and dispatched within one week. During our busiest periods, please allow up to three weeks for these items to be completed and sent.

 

Pre order items are normally dispatched within one week. During very busy periods, such as Christmas, please allow up to two weeks due to supplier and shipping delays outside of our control.

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Back order items and special orders may take up to three weeks to dispatch.

 

When items such as rope tack, training sticks, or other handmade products are listed as in stock, this refers to the availability of materials required to make the item, not a finished product ready to ship. Unless an item is specifically stated as ready to ship, please allow up to three weeks for crafting during peak periods, including Christmas.

 

2-Payment: Payment is required in full before any goods are made or dispatched, unless a prior arrangement has been agreed to in writing. We accept payment by credit and debit card, including Afterpay, as well as bank transfer.

In rare cases where goods are supplied before payment is received, payment is due immediately upon receipt of all items. All goods remain the property of Natural Horse NZ until full payment has been received.

 

If recovery action is required to obtain payment for goods supplied, all costs and fees incurred will be the responsibility of the customer.

 

3 – Refunds and Exchanges

 

3A – Change of Mind
In line with trading under the Consumer Guarantees Act, we do not offer refunds or exchanges for change of mind on any items. Please ensure the item you are purchasing is correct before completing your order.

If you are unsure, please contact us prior to purchase. We are always happy to assist.

 

3B – Faulty Goods
If you receive goods that are faulty or damaged, we will cover return shipping and provide a repair, replacement, or refund at our discretion.

You must notify us immediately via email or messenger, and the goods must be returned within 7 days using a tracked and insured postal service. We are not responsible for items lost or damaged during return transit.

This policy does not cover damage caused by incorrect use or normal wear and tear.

 

3C – Handmade Tack Items
All horsemanship tack items are handmade in our New Zealand workshops and made to order. This includes training sticks, leather goods, bitless bridles and nosebands, halters, leads, reins, and all rope tack products.

Because these items are custom made to your chosen sizes, lengths, colours, and specifications, we are unable to offer refunds or exchanges on these items for any reason, including incorrect fit or change of mind. Please choose carefully.

 

3D – Assistance With Ordering
If you have any questions about sizing, options, or suitability of any products, we strongly encourage you to contact us before purchasing. We are happy to help you choose correctly.

You can reach us via the contact form on our website or through Facebook Messenger at
https://www.facebook.com/NaturalHorseNZ/

 

3E – Sizing
Please ensure you check sizing carefully before purchasing any horsemanship items by referring to the measurements provided in each product description and measuring your horse accordingly.

We are not able to offer refunds or exchanges if an incorrect size is purchased, except for selected hoof boots covered under our free exchange service.

If you are unsure about sizing, please contact us before purchasing.

 

3F – Exchanges on Hoof Boots
We offer a free exchange service for sizing on selected hoof boots only.

Free exchanges are available on nine models across our Cavallo and Scoot Boot ranges. Eligible boots may be returned within 7 days in clean, new, and unused condition for a size exchange. The purchaser is responsible for all return and reshipping costs.

Hoof boots from all other brands and models are not eligible for exchanges or size swaps. These items are special order and must be chosen carefully.

If returned boots are received in any condition other than new, we reserve the right to decline the exchange or charge a fee to cover cleaning, handling, or loss of value.

If the option to exchange is important to you, we recommend choosing from our Cavallo or Scoot Boot ranges.

 

3G – Saddles
All saddles are special order items sourced from our overseas suppliers in Italy and Canada and are made to measure based on the information you provide.

Due to the custom nature of these items, we are unable to offer refunds or exchanges on saddles for any reason. Please choose carefully and contact us if you need assistance before ordering.

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4-Shipping and Delivery:

4A Supplying the Correct Address to Us

Our couriers require a postally correct physical address for all deliveries. This must include street number, street name, rural delivery number where applicable, town, area, and postcode. This information is required to book shipments through automated courier systems.

Natural Horse NZ is not responsible for losses, delays, or misdelivered items resulting from incorrect or incomplete address details supplied by the customer.

 

4B Additional Shipping Fees

We combine multiple items wherever possible to keep courier costs as low as we can. However, due to rising shipping costs, we can no longer absorb additional charges where actual courier fees exceed the shipping amount paid at checkout.

In some cases, items cannot be combined due to size, weight, or incompatibility. This includes long items such as training or horsemanship sticks that require separate packaging, heavier multi item orders, or combinations that exceed courier satchel limits set by our website shipping options. In these situations, additional shipping charges may apply. Any extra cost will be advised once your order has been processed.

 

4C Non Standard and Rural Deliveries

A rural delivery number is required for all rural or non standard addresses. If you are unsure whether your address is classified as rural or non standard, please check using the following tools:

https://www.nzpost.co.nz/tools/address-postcode-finder
https://www.pbt.nz/eservices/address-finder/
https://www.posthaste.co.nz/address_checker.html

 

We rely on the classification provided by our courier partners. If you dispute this classification, you will need to contact NZ Post directly, as they manage address allocations.

 

If a rural or non-standard address is not declared at the time of ordering, an additional rural surcharge of $5.90 will be charged separately to cover the fee applied to us by our couriers.

Couriers do not insure items sent with postally incorrect addresses, including missing rural delivery numbers. If goods are lost or damaged due to incorrect address details, Natural Horse NZ will not be liable for replacement. Orders sent with incorrect address details are shipped entirely at the customer’s risk.

 

4D Shipping Fees

We use E Parcel through NZ Post and Courier Post for all New Zealand deliveries and always aim to use the lowest available shipping option. Multiple items will be combined wherever possible to minimise courier costs.

 

4E Rural Delivery Fees

Our couriers charge a rural delivery surcharge of $5.90. This fee is passed on to customers at cost. If it is not paid at checkout, it must be paid before goods are dispatched.

 

4F Saving on Shipping Costs

Shipping to a residential address is almost always cheaper and faster than rural delivery. Where possible, we recommend using a work address, a friend’s residential address, or a local collection point such as a Farmlands store to avoid rural surcharges and reduce delivery times.

 

5-Photo's-the photographs shown on our saddlery items are the property of Natural Horse NZ and are used for display purposes to show a selection of some of the goods we have for sale. They are our copyrighted property, and written consent from us is needed for any party to be able to use them. As most of our items are individually handcrafted, please be aware that items may not be identical to the exact images shown and may differ in colours and more minor details due to this. If you are in doubt about any specifics to any of the items, we recommend contacting us before ordering, as we will not be able to exchange them for a change of mind due to minor differences.

 

6-Wholesale: all our products are sold exclusively by us to members of the public for personal use or commercial use only to be used with horses for riding, training, and other private purposes. Therefore, we do not agree to sell any of our goods to any buyers, whether personal or commercial, for wholesale or retail purposes, nor do we agree to allow others to buy from us or sell any items, and to do so would be a breach of this agreement.