Terms and conditions

Jemma Tribe Saddlery

Registered 
Jemma Tribe Saddlery is a supplier of Equine supplies. 

SECURITY

If you choose to create an account then you are responsible for maintaining the confidentiality of that account & associated password. You must ensure that the password remains confidential in order to prevent unauthorised access to your account. You are responsible for keeping your password safe and secure, for not allowing others to use your account and for any activity which is carried out under your account. Jemma Tribe Saddlery will not be liable for any activity which occurs as a result of your failure in this regard.

 

ACCURACY OF CONTENT

Jemma Tribe Equine makes every effort to provide accurate information regarding descriptions of items for sale, prices, recommendations for use and all other matters on its websites. Where permitted by law, Jemma Tribe Equine disclaims all warranties, express or implied, as to the accuracy of information on this website or anywhere else.

Jemma Tribe Equine may provide information and advice, both on the website and by email. We will try to ensure this is accurate and appropriate. Information supplied on the websites named above, by email or phone call is not intended to replace the advice you can obtain from your Vet. Jemma Tribe Equine will not be liable for any loss or damage which results from the use of the website or the information it contains. All product images are for illustrational purposes only.

PLACEMENT AND ACCEPTANCE OF ORDERS

Orders can be requested via the websites listed above, customer account facility or by telephone. The contents of an order can be updated online at any time prior to the order being processed in our warehouse. Orders cannot be changed once they have been dispatched.

We reserve the right to decline the acceptance of any order, or cancel an order, in full or in part, for any reason at our absolute discretion. This applies up to the point we dispatch your order.

Successful placement of an order will trigger an ‘order confirmation’ email to be sent to you. Jemma Tribe Saddlery only accepts the order and agrees the contract to supply at the point of order dispatch (physical handover of the goods to the carrier.) When your order has been dispatched you will receive an email confirming that the order has been accepted and providing you with shipment tracking details where relevant.

You warrant that all information supplied by you to us during the order process is true and complete to the best of your knowledge.

 

MEDICATION SALES

Expiry dates on all medication (including prescription and licensed) will depend on what is supplied to us by the manufacturers. Whilst we endeavour to supply medication with an expiry date of no less than six months, this will not be the case with all products.

Prescription Fraud

It is an offence for a person to submit a fraudulent prescription to obtain a veterinary medicine and for a person to alter a prescription unless authorised to do so by the prescriber. In such cases, customers will be blacklisted from buying any medications through Jemma Tribe Equine, and will be reported to the Veterinary Medicines Directorate.

 

Payment

All credit and debit card transactions are carried out on a secure payment service provider. For online orders Jemma Tribe Equine receives only partial details of your payment card (type of card and the last 4 numbers). Jemma Tribe Equine does not receive full card details for online payments.

If you request an order by telephone your payment details will be entered directly into our website for processing. Your card details will not be written down and will not be recorded as part of our call monitoring. Jemma Tribe Equine does not store your written card details.

Where orders are placed for products which require animal identification, the identification must be received by us before the order can be fulfilled. This can be sent to us by email, or filled out via our website when going to the checkout. 

DELIVERY AND RISK

 

Orders will be processed and dispatched as soon as possible. All orders and payments will be screened for evidence of fraudulent activity. In some instances, this may cause a delay in the dispatch of your order. Orders will be dispatched once all of the items ordered are available. If there is a delay on a specific item, you may be contacted to establish whether you would prefer to split the order or wait for a single delivery. We endeavour to supply orders accurately, however the responsibility remains with the purchaser and user of all products to verify that the product is correct prior to use.

If your order arrives damaged please contact our Customer Service team who will arrange a replacement or refund as preferred. Damages should be notified to us within 30 days of receipt. We may ask you for photographs of any damages prior to processing a claim. When you place an order, you may be asked for delivery instructions including a ‘leave safe’ preference. Our couriers will follow these instructions wherever possible.

Payment will be taken at the time of requesting the order (not at the point of dispatch). All items are offered for sale subject to availability. We aim to dispatch all orders within 3 days of receiving payment and (if required) receipt of a valid prescription.

Incorrect Address - you are responsible for entering your full postal address correctly, and selecting it on each order. Jemma Tribe Equine takes no responsibility for missing items that have been sent to an incorrect, old or inaccurate address.

If delivery is likely to be subject to undue delay, we will contact you by email. You will have the option of a full refund in this case, or of waiting for availability (this might be due to a manufacturer or other reason beyond our control).

 

RETURNS

In accordance with The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you are entitled to cancel an order and receive a full refund up to 14 calendar days after you receive the item from us. This applies even if you change your mind and no longer want an item. The refund will include the minimum postage costs you could have chosen when placing your order. You are responsible for the cost of returning the item to us. You must notify us of your intention to cancel the order and you must return the item to us by recorded delivery within 14 days of notifying us. We will then refund your money within 14 days of receipt of a returned item. It is your duty to take all reasonable care of any items to be returned, including their packaging, up until the time we receive them back from you. Any damage will result in us being unable to refund part or all of the money you have paid.

Items that cannot be returned

• Perishable items i.e. temperature controlled food/medication
• Medication - due to regulatory law, we cannot accept the return of any medication, including licensed and prescription items
• Items that have been opened/used (unless found to be faulty.)

The 14 day limit to request a refund does not apply to any item which is faulty, unfit for purpose, or not as described at the time you placed the order. For damaged and faulty items, you have 30 days to arrange a return/refund.

For all items returned after the 14-day period, you are asked to provide a written explanation of the reason for the return. Returned items in this circumstance may or may not be due a full refund, depending on the circumstances. (For example if you used an item for a while before it broke, you may have to bear some of the cost for the period of time you were able to use it.) In normal circumstances, the limit of our liability for compensation for orders which are delayed or do not arrive at all, will be the value of the order placed. You will not be due for any additional compensation (for instance if you decided to take time off work to receive the order).