Terms & Conditions
FOR BOARDING T&C''S PLEASE SEE THE BOARDING CATTERY PAGE. WE ALWAYS SEND A FULL SET OF T&C''S WHEN YOU MAKE A BOOKING FOR THE CATTERY, WHICH WE WILL ALWAYS CONFIRM IN WRITING
ON LINE PURCHASES
Shipping and Handling
Willowbank uses Royal Mail for most orders and will only ship to UK addresses except under special circumstances, where purchasers must contact us for delivery costs prior to ordering.
Our delivery charges are very straightforward and are outlined below:
UK and Ireland
standard postage £4.99
Large, heavy items or multiple orders may be charged extra according to weight.
FREE DELIVERY WHEN YOU SPEND OVER £200.00
We aim to ship all items the day after payment is received if all items are in stock. Most orders are received within 7 business days.
If some of your order is not is stock we will aim to dispatch these items within 14 days of your order. If, in the unlikely event, that we are not able to send your items within 14 days we will contact you.
Unless we agree a longer time for delivery of your order with you, we will always deliver you goods within 30 days. If we are unable to fulfill your order within 30 days we will inform you immediately and if you are in agreement arrange another time for delivery of your order. If we cannot arrange another time for delivery we will gladly refund any money you may have paid and/or cancel the order.
If your item is not in stock, we will contact you and back order for you. You will always be emailed with the option to cancel your order if you would rather not wait.
For orders made from the UK or the European Union, VAT is included.
If you need to reach us, please email us at firstname.lastname@example.org Alternatively, you can call on 01284 810372 or write to us at Willowbank, Little Saxham, Bury St Edmunds, Suffolk, IP29 5LB.
Willowbank wants to ensure you are happy with your order.
If you receive a product that is different from the description given, damaged or faulty please contact us and we will happily replace the item or refund the cost. All faulty or damaged goods should be notified to Willowbank Pets And Equestrian within 7 days of the delivery of the order.
If you purchase an item that you do not wish to keep for any reason, Willowbank will be happy to refund the purchase price excluding any postage and packing costs. You must send this item back in pristine condition with labels attached and all original packing in tact. Willowbank reserves the right not to refund if the item is not returned in a re-saleable condition. Horsewear and Bits must be returned in an un-worn condition. We cannot accept returns of goods showing evidence of use due to health and safety.
You may cancel your order in total without reason up to 12 hours. If we have not despatched your order you can change the size or colour options.
If you purchase an item that is the wrong size we will exchange it for another size (or a refund if no appropriate size is available/exists excluding any postage and packing costs) but will ask for additional postage costs at the same rate as your original order. With this in mind we ask that you please measure for clothing and horsewear correctly before placing an order. Should you need any assistance with selecting the right size please e-mail us and we will help you.
Please e-mail or call us to arrange a replacement or a refund.
The item(s) should be returned to us at
Willowbank, Little Saxham, Bury St Edmunds, Suffolk, IP29 5LB
Your statutory rights are not affected. Your rights to return goods are protected under the EU Distance Selling Directive.
We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998).
We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service.
We will not e-mail you in the future unless you have given us your consent.
We will give you the chance to refuse any marketing email from us or from another trader in the future.
The type of information we will collect about you includes:
- your name
- phone number
- email address
- credit/debit card details
We will never collect sensitive information about you without your explicit consent.
The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.
The personal information which we hold will be held securely in accordance with our internal security policy and the law.
If we intend to transfer your information outside the EEA (European Economic Area) we will always obtain your consent first.
We may use technology to track the patterns of behaviour of visitors to our site. This can include using a "cookie" which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings. You may contact us for any information on the use of personal data.