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PetnPony Delivery

Christmas Cut Off Date:

Friday 20th is the last day for guaranteed delivery before Christmas 2024

Dispatch is by Parcel Force or Royal Mail and takes 1-3 working days after dispatch. Please remember to take Bank Holidays and weekends into consideration. If you request the parcel is left somewhere this is at your own risk and claims can’t be made for lost deliveries. If there are any issues with your delivery (lost,stolen or Damaged on delivery) we need to be notified within 14 days of delivery. Failure to notify us within the 14 day period will result in no claim being made.

Saturday Delivery

Occasionally Parcel Force or Royal Mail will deliver on Saturdays at no extra cost.  This services is dependent on your local distribution hub so can’t be guaranteed.

For Parcel Force and Royal Mail Deliveries we would normally require a signature. If however, you wish your parcel to be left without a signature, you may authorise us to do so by entering this request in the Delivery Notes box at the Check Out. If the parcel should go missing, once it has been delivered, Pet N Pony could not accept any responsibility for the loss, so please ensure you ask for the parcel to be left in a secure place.

Alternatively you could request we leave with a neighbour if you are not in, or state an alternative delivery address such as your work address, friend or relative.

Please note - Free shipping on orders over £49.00 does not account for the price of shipping added onto any order.

Overseas orders

We are pleased to quote for exporting orders overseas. Postage is charged at cost, (minimum £4.99).

The cost is dependant on the value, weight and volume of your parcel.

The VAT element will need to be paid to customs before you take delivery of your parcel. you have not been charged this at checkout.

We will send you a quotation for the delivery cost upon receipt of your order, and will await your confirmation to proceed.

Please note it is your responsibility for payment of any import duties so please contact your local customs office in the country of your delivery to confirm if you are not sure.

Notice:

Items that are not delivered and returned to sender due to customer error may result in a surcharge of minimum £10 from any refunds/re-posting.

Items that are cancelled after the item has been dispatched may result in a surcharge of minimum £10 from any refunds.

Free Delivery subject to criteria. UK Mainland only under 29kg

Please ensure you check your delivery address is correct and that you or someone else will be available to take delivery of orders. 

CUSTOMS AND DUTY

The customer is responsible for the importation of products into their country and must obey the regulations set by that country.  Additional charges for customs clearance are the customers’ responsibility.

We hope that you are pleased with your purchase.  Should you wish to return anything bought from us, we will happily refund or exchange a product provided it is in a fully resalable condition and returned to us within 30 days of purchase (This is extended for Christmas till January 5th).  The item should be in perfect condition and complete with original packaging (tags).
We are unable to accept part used returns of food and damaged products (unless delivered damaged). We regret that we also cannot, by law, accept returns of any medication including all flea treatments and wormer's. If you return a medicine to us all we can do is dispose of it for you as it cannot be resold. This does not affect your statutory rights.

Saddle Returns

For Saddle Return Information click Here

Neue Schule Bit Bank

For any Neue Schule bit purchased you have 21 days from delivery to trial the bit which is charged at £1 per day with a minimum charge of £7. if the bit is returned within the 21day period the amount will be deducted from any refund.

if the bit is returned unused and within 30days a full refund can be obtained.

Please note* all bits sold are new and unused. All returns must have the original card and tags attached.

Return Inspection

If on inspection we find that the product has not been returned to us in a fully resalable condition, we reserve the right to refuse a refund on any item, or deduct up to 50% of the original selling price from the refund amount.

Hygiene Regulations (Important) Due to Health and Safety regulations plus the potential hygiene issues associated with the inspection and handling of Footwear and Horse Clothing, we are unable to handle and inspect any items returned to us unless they are clean and dry (Health and Safety Act 1974).

Returning your item

You can post the item back to us using a postal/courier service of your choice.
You are responsible for the cost of returning an item for refund or exchange unless your item is faulty. Where possible, we recommend that you obtain a proof of posting. Please note that Pet N Pony cannot be responsible for any posted items until they arrive at our returns address.

If returning an item that has been delivered faulty/broken, then please contact us to confirm postage costs as we will pay the cost of posting the returned product or arrange for a pre-paid postage label for you. If we aren't informed of posting cost’s, we will refund up to a maximum of £5 only.

Returns Address

Pet N Pony
49-51 Dragonville Ind. Park
Dragon Lane
County Durham
DH1 2XU

Please complete the returns form and include this with your returned items. If you are unable to print the returns form please write it out with as much information as you can so the team can process your return accordingly.

Pre Paid Returns Label

For items 20kg and under we recommend using our  returns portal where you can create a return for a small fee of £4, this will be deducted from any refunds. click here: ORDER LOOKUP

Exchange an Item

If you wish to exchange your item for another item from our range, different size fitting or other reason, you can do so within 30 days of receipt of the item. The item should be in perfect condition and complete with the original packaging. Please see Returns Procedure for details on sending your item back to Pet N Pony.  On receipt of your item for exchange, your replacement item will be dispatched back to you, the timescale for which will be dependent on available stock.

If you have any questions on exchanging your items please don’t hesitate to contact our web sales department on 0191 384 0900

Guarantee

Certain products are guaranteed for 12 months with a manufacturers guarantee, valid from the date of receipt and providing they are used in accordance with the manufacturers recommendations (fair wear and tear). If you have any questions regarding the guarantee, please ask your Pet N Pony sales consultant when making your order. In the event of any dispute or uncertainty about the validity of the item for replacement or refund under the guarantee, Pet N Pony reserve the right to return the item to the manufacturer for their own assessment and feedback. Please allow up to 30 days for an exchange or refund in such instances. This is an addition to your statutory rights. If you have any further questions, please contact Pet N Pony on 0191 384 0900.

 Royal Mail Special Returns

if you are asked to use this specific service by PetnPony customer support

Click Here