Sales Terms and Conditions:
1-Delivery:
Our in-stock items are typically shipped as soon as we receive payment. However, please note that our handmade tack items including training sticks, rope tack items and biothane bridles are all made-to-order for each individual customer and can take up to 2 weeks to be made during busy periods. We always strive to make and send these goods out faster whenever possible. If you have pre-ordered an item, it will be sent within the time frame stated on the listing, usually between 1-3 weeks. For back-ordered items or special orders, please allow up to 4 weeks to receive your order.
2-Payment:
Payment is due upfront before any goods are made or shipped unless by pre-arrangement. We accept payment by credit and debit card, including Afterpay and bank credit. On the rare occasion when goods are sent before payment is made, payment is immediately due upon receipt of all goods.
Items remain the property of Natural Horse NZ until full payment is received. If we have to employ debt recovery methods to retrieve for the cost of the goods, all charges incurred will be passed on to the customer.
3-Refunds/Exchanges;
3A-Change of Mind: As per the Consumer Guarantees Act, please note that we do not provide refunds or exchanges for items bought due to a change of mind. Therefore, it is crucial to ensure that the product you are purchasing is appropriate for your needs before making the purchase. If you have any doubts, please do not hesitate to contact us, and we will be more than happy to assist you in making the right selection.
3B-Faulty Goods: If a customer receives goods that are damaged or faulty, we will cover the cost of return shipping and send a courier ticket after approval to provide repair, refund, or replacement at our discretion after we have had the opportunity to inspect the goods. It is important that we are informed straight away via email or messenger about any issues and that the goods are returned to us within 7 days using a tracked and insured postage service. Please note that we will not be held liable for any returned goods lost or damaged during transit. Also, please be aware that damage incurred through incorrect use and/or general wear and tear of our horsemanship items is not covered under our faulty goods policy.
3C-Hand-Made Tack Items: We make every item of our tack orders by hand here in our New Zealand Workshops to order to each customer's preferences for sizes, models, lengths, rope end options, colours, rope widths, hardware, fittings etc. Due to the personalized nature of these hand-crafted goods, we do not offer refunds or exchanges on them, regardless of the reason for the exchange. Thus, we kindly request for you to choose these options carefully before making your purchase. We are always happy to assist you in finding the correct item for your requirements. If you have any doubts about sizes or any other concerns, please feel free to get in touch with us by sending an email or message through the contact form on our website or our messenger link on our Facebook page at this address: http://m.me/NaturalHorseNZ.
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3D-Sizes: We request that you please check the sizes of all horsemanship items before purchase by cross-referencing them with the dimensions provided on each item description by measuring your horse for the items to ensure it will fit before purchase, as we are not able to offer refunds or exchanges if you buy the wrong sized item because it has been made to order for your personal preferences as described in section 3c above. If you are unsure about the sizing of any of our products, please do not hesitate to contact us before making your purchase, and we will be happy to help you choose the right size for your horse.
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3E-Exchange of Hoof Boots: We are happy to exchange or refund hoof boots if they do not fit, provided that they are returned to us in new condition, at the customer's expense. If the boots are returned in a used condition, we will deduct the difference between their resale value and the original price to cover our losses. Please note that customers must cover postage costs for hoof boot exchanges both ways.
4-Shipping and Delivery:
4A-Supplying The Correct Address To Us: Our couriers require us to obtain a POSTALLY CORRECT physical address from all of our customers, including the street number, street name, rural delivery number if going to a rural address, plus the town or city, with the area and postcode for all deliveries so that we can book them into the automated shipping template on their website. Natural Horse NZ will not be liable for any losses, delays, or misdelivered items if you fail to provide us with a postally correct address.
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4B-Additional Shipping Fees: We will happily combine multiple items whenever possible to keep courier costs to a minimum. However, due to rising costs in shipping, we can no longer absorb extra postal charges when the shipping costs are more than the customer has paid for shipping when ordering. Therefore, sometimes due to the limitations of our website for multiple-item orders and the available shipping options, such as when shipping incompatible items like our horsemanship carrot sticks that are sent in long cardboard tubes and our supplements etc, we may not able to combine them with other items in the same package, or when shipping multiple bags of our accessories which add up to a heavier weight, or for other incompatible items, or in the event when all items will not fit in the same courier satchel as charged for by the websites limited shipping options, we reserve the right to charge additional shipping fees at a cost to our customers, if the shipping costs us more than the amount stated to ship to your address, which we will inform you of once your order is processed.
4C-For All Rural Deliveries: we require a RURAL DELIVERY NUMBER for all rural deliveries. If you are in doubt if you are classed as being of a rural delivery postal area, please check your address on the following links:
https://www.nzpost.co.nz/tools/address-postcode-finder
https://www.pbt.nz/eservices/address-finder/
https://www.posthaste.co.nz/address_checker.html
If you have a rural delivery address and no Rural Delivery Number is given to us at the time of you placing your order, then please be aware that you will be charged an extra $5.50 separately by Natural Horse NZ to cover the rural delivery fee, as is charged to us by our couriers for this additional service. Also, please note that couriers will not insure items sent with postally incorrect addresses, such as those with RD numbers missing; therefore, if the goods are lost or damaged in transit, then Natural Horse NZ will not be liable for replacement, as if you do not provide the correct address you have these goods sent to you at your own risk. Natural Horse NZ will not be responsible for any loss or damage to goods when postally incorrect addresses are provided.
4D-Shipping Fees: We use E Parcel with NZ Post/Courier Post as our Shipping Agents throughout New Zealand and DHL and New Zealand Post to send goods internationally for the lowest possible shipping costs. We will happily combine multiple items whenever possible to keep courier costs minimal.
4E-Rural Delivery Fees: Our couriers charge us a rural delivery surcharge of $5.50, which we charge to customers at cost and if this is not paid at the time of order, we will bill you for this separately before sending any goods out to you.
4F-Save Money On Shipping Fees: As it is always cheaper to send goods to a residential address for delivery in New Zealand, we actively encourage customers to take this option if at all possible to save on rural shipping fees and reduce shipping times, so if you are rural, please consider sending to a work address or perhaps a friends residence or local farmlands store etc.....
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 to custom-made specifics, please be aware that items may not be identical to the exact images shown and may differ in colours and minor details due to this. So, if you are in doubt about any specifics to any of the items, we recommend contacting us before ordering as we will be happy to assist you, as we are not able to exchange them and therefore want to help you to be sure of your requirements prior to making any purchase with us.
6-Wholesale: all of 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 to onsell any items and to do so would be a breach of this agreement.