Hoof Bootique is dedicated to ensuring your total satisfaction – with both the products and the service we offer. We therefore hope you will find our returns policy helpful and hassle-free.
If any goods are returned to us and it is apparent they have been used, or if they are dirty or damaged (e.g. scuffed tread), we will be unable to refund you and will be in touch to discuss options.
If goods are returned to us in used condition, we will deduct a fee depending on the extent of the wear. The remaining balance will then be applied to your Hoof Bootique account as a nonrefundable Store Credit, or the item can be returned to you at your cost.
Any item purchased from Hoof Bootique can be returned for a refund or exchange, provided you follow the procedure set out below:-
1) If you wish to return part or all of your order, you must notify us within 14 days of the receipt of the goods. This can be done by email (admin@hoofbootique.co.uk), or by logging into your Hoof Bootique account and requesting a return. You have the legal right to cancel your order up to 14 calendar days after the day on which you receive your goods (with the exception of any bespoke items). PLEASE NOTE: We do not accept returns from outside the UK.
2) All goods must be returned to us within 14 days of the date on which you inform us of your wish to return. The address for return is:
Hoof Bootique
Unit 17
Efford Farm Business Park
Bude
Cornwall
EX23 8LT
You do not need our authorisation to return the goods - you simply need to inform us.
3) When returning any item, please ensure you complete and enclose the Returns Form (included with each order). If you are requesting an exchange, we will be in touch once your return has been received to arrange a top-up payment for postage. This payment can either be made via PayPal (we will send a request), Bank Transfer (we'll provide those details in our email) or Card Payment via the website (we will link you a draft order). Alternatively, you can include a cheque/postal order for the postage amount.
Our exchange postage cost for your new order is £5.95 for Standard Delivery (Royal Mail Tracked 48) or £10.95 for Priority Delivery (Royal Mail Tracked 24). In addition, you will be charged a further £5.95 if our Royal Mail Returns Service has been used to return your original order.
4) Returned goods must be in an “as-new” condition (clean, unused and, where possible, in their original packaging). If boots are returned in used condition, we will retain a fee depending on the extent of the wear. The remaining balance will then be applied to your Hoof Bootique account as a non-refundable Store Credit only, or the item can be returned to you at your cost;
5) Please ensure the returned goods are adequately packaged to prevent damage in transit. (Hoof boot boxes must be wrapped or boxed – please do not put packaging tape/ address labels directly onto the hoof boot box.)
6) When returning an item to us, the return postage will be at your expense. As you are responsible for the goods until they are received by us, we recommend that all returns are registered and insured when sent as we are unable to compensate for lost or damaged parcels. If the item(s) sent to you is either faulty, or not what you ordered, we will cover the cost of postage for it’s return.
7) If you are unsure about any returns, please contact us by e-mail sales@hoofbootique.co.uk first.
8) If you would like to use our Royal Mail Returns Service, please use the following link to produce a label to return the item to us.
https://www.royalmail.com/track-my-return/create/2953
After generating a label, you can also book a free Royal Mail collection using the link below:
https://send.royalmail.com/collect/youritems
This service is for UK customers only. Please place the Royal Mail label on your parcel and then you can take it to any Post Office. Please remember to obtain a proof of purchase receipt. Using our Royal Mail Returns Service will incur no charge at the time of posting, but we will charge a fee of £5.95 (this will be deducted from any refund or charged separately if no refund due).
If no information is given on how to proceed with your return, you will automatically be given a Hoof Bootique Store Credit. You can log in to your Customer Account at any time to use a Store Credit and no time limit will apply. However, your Store Credit will become nonrefundable once a 12-month period has elapsed.
REFUNDS - FURTHER INFORMATION
Please note that you are responsible for the goods until they are returned to us, and must ensure you take reasonable care of them. With hoof boots in particular, it is your responsibility to evaluate the fit of your new product in a manner where you may return it in new condition if you have doubts about the fit.
In order to keep new hoof boots in “as-new” condition, we ask that you ensure your horses’ hooves are clean and dry before trying the boots on. Please also cover your horses’ hooves in a pop-sock (or thin bag) and place a clean towel (or piece of cardboard) on the floor to prevent any scuffing. Please be careful to keep the boots clean and unmarked, to preserve your right to a refund if necessary. You must not allow your horse to walk in any boots you wish to keep as new - they must only be tried at a standstill.
Once the item has been safely returned to us, in an “as-new” condition (clean, unused and, where possible, in their original packaging), we will refund your original payment method as soon as possible for the cost of the goods. Please note, this can take up to 14 days during very busy periods but we aim to issue your refund within 7 days.
If we are not notified of your intent to return goods within 14 days of receipt, and goods are returned after 14 days but before the 28 day period is up, you are not eligible for a refund, and you will instead be issued a nonrefundable store credit. Goods returned without authorisation after 28 days may not be accepted and may be returned to you at your own expense. If in doubt, please email admin@hoofbootique.co.uk.
If goods are returned to us in used condition, we will deduct a fee depending on the extent of the wear. The remaining balance will then be applied to your Hoof Bootique account as a nonrefundable Store Credit, or the item can be returned to you at your cost.
You can login to your Hoof Bootique customer account at any time to use your Store Credit.
EXCHANGES - FURTHER INFORMATION
If any items have been returned to us for exchange, in accordance with the above returns procedure, then once the item has been safely returned to us, in an “as-new” condition (clean, unused and, where possible, in their original packaging), together with a cheque to cover the additional postage charges (or alternative method of payment agreed, as set out above), and any difference in price discussed and agreed by email, we will issue you with a new order number and dispatch the new item by way of exchange. If we don’t have the requested item in stock, and it is clear it will take longer than the estimated dispatch time (shown on it’s product description page) to dispatch the item to you, we will notify you as soon as possible by e-mail. You will then have the option of a refund, if you would rather not wait.
RETURNS - FAULTY GOODS
If you feel that a product is faulty, please stop using it immediately and contact us with your concern.
Please follow the same returns procedure as above, but do not return the item to us until we have contacted you about it. We will either ask you to send the item back to us or arrange for the item to be collected (at our discretion). If sending the goods back yourself, please ensure that the item is adequately insured as we are unable to compensate for lost or damaged parcels.
If on inspection we find the goods to be defective, we will refund the purchase cost of the goods and postage to you, together with the cost of postage for it’s return. We reserve the right to seek the opinion of the manufacturer of the goods or another knowledgeable party, prior to a decision being made, if it is not clear that the goods are faulty or have been damaged due to misuse or neglect. It may take up to 28 days to process your return, but we will do our best to rectify the matter as quickly as possible. If the goods are found to be perfect and in full working order, or have been damaged as a result of misuse or neglect, then you would be liable for any costs we have incurred and the cost of returning the item to you.
PLEASE NOTE: Goods returned under complaint will not be processed unless they are clean and dry due to the Health and Safety at Work Act 1974. If goods arrive in other than this state, then you will be liable for the costs to return the item to you for cleaning before any further action can be taken.
MANUFACTURERS WARRANTY PERIODS
Nearly all of our products are not only covered by our own set of terms and conditions, but also those of the manufacturers. Below are extracts taken from the various hoof boot manufacturer's warranty policies. You can find more information on the manufacturer's page by clicking through to the manufacturers warranty page (click on manufacturer name).
Scoot Boot - "The period during which this Warranty is in effect is 90 days from the date Scoot Boots are purchased (the Warranty Period) either from Scoot Boot or a Scoot Boot Stockist."
Cavallo - "Cavallo guarantees the quality and workmanship of Cavallo Hoof Boots for 180 DAYS from the date of purchase. Subject to approval from place of purchase, Cavallo will reimburse for repair or replace your boots against faulty workmanship. The guarantee does not cover natural wear-and-tear, or damage due to inappropriate use, modifications, changes or alterations, unattended horses, incorrect sizing, excessive heat exposure, exposure to sharp objects, or use with metal shoes without Cavallo High Tenacity Protection Pads in place."
Renegade - "We pride ourselves in offering uncompromising, made in USA quality, and strive to eliminate all functional and structural defects before shipping any product. However, in the rare case that it may occur, we offer a 90 day warranty against defects in materials and workmanship."
Floating Boots - "Floating Boots offers a 90-day repair or replacement warranty (from the date of purchase) for all products manufactured under the Floating Boots brand. Exclusions from this guarantee; normal wear and tear of the boot by use, wear caused by the use of the boot on shod hooves, wear by misuse or abuse, wear or tear caused by overreach, boots exposed to corrosive surfaces, boots that have been modified by the user, damage caused by an incorrect size, fit or use, boots purchased second-hand."
Swiss Galopper - "As far as legal regulations allow, any claims to warranty resulting from improper use and assembly of the product, as well as any damage to third parties or equidae will be rejected. The rider is responsible for any liability towards third parties. A liability for normal wear and tear is excluded. In the case of any untimely damage within the first three months (from the delivery date), the liability amount is limited to the purchase price mentioned in the order confirmation."
Easycare - "EasyCare, Inc. offers a 45 day 'all in one' guarantee/warranty, so if you are not completely satisfied with your product for any reason, Easycare will credit back the purchase price within 45 days of the date they were received (proof of purchase required).
This Guarantee does not cover:
- Adhesives and packing materials.
- Boots being improperly used, such as using a therapy boot like the Cloud or RX for long turnout in a muddy/boggy field.
- Certified Used, factory seconds, or products that were purchased as used.
- Boots that have been modified or altered by heat fitting or application of studs.
- Boots used over steel, aluminum or composite horseshoes.
- Damage inflicted by horses, rodents, or other unusual abuse.
- Glue-On boots, shoes, products, or accessories that are not in their original, unopened packaging.Stirrups that have been modified or altered in any way, including, but not limited to, the addition of non-EasyCare cages.
- This includes ALL EasyShoe styles.
- EasyCare, at its sole discretion, may void the Guarantee if any EasyShoes or glue-on products appear to have been removed from their original packaging.
Flex Boot - "We offer a 90-day warranty from the date of purchase against defects in materials and workmanship for the products we manufacture. Normal or excessive wear of the product is not covered by the warranty."
Please contact us by email at sales@hoofbootique.co.uk to discuss any faults or booting issues, before sending the boots back to us.
If you are considering purchasing some hoof boots and you are in any doubt about the size you require, please click here for further information on measuring, choosing and fitting hoof boots. We have Fit Kits available to help you choose the correct size of most hoof boots – please click here for details.
If you are requesting an exchange, we will be in touch once your return has been received to arrange a top-up payment for postage. This payment can either be made via PayPal (we will send a request) or Bank Transfer (we'll provide those details in our email). Alternatively, you can include a cheque/postal order for the postage amount.
Our exchange postage cost for your new order is £4.95 for Standard Delivery (Royal Mail Tracked 48) or £10 for Priority Dispatch (Royal Mail Tracked 24). In addition, you will be charged a further £4.95 if our Royal Mail Returns Service has been used to return your original order.