Terms & Conditions
VIP Equestrian Ltd is completely dedicated to your total satisfaction. If you have any suggestions or comments please email us at tamara@vip-equestrian.com.
MAKING A PURCHASE
Making a purchase could not be easier. Just browse our catalogue and click on any items that you wish to buy and put them into the shopping cart. There are linked videos to help you choose the correct size, but if you have further questions do contact us via email, social media or WhatsApp.
When you have made your selection, click on “Order” and you will be asked for the details we need to fulfil your order. Please make sure these details are correct and include your house name or number and a full postcode, and a phone number is helpful too. VIP Equestrian Ltd will not be liable or refund lost orders if the shipping address given is incorrect.
SHIPPING
We ship directly using DPD.
Please be aware of any pop ups or notifications on the website relating to stock levels or current shipping delays. The global pandemic has created unanticipated fluctuations in manufacturing and shipping times which lead to difficulties maintaining stock levels. When an item is out of stock or available for pre-order only we will keep you updated on estimated delivery dates, but these cannot be guaranteed. The situation is evolving all the time.
VIP Equestrian Ltd headquarters are in the United Kingdom. If you look on our stockist page you will see we have a network of distributors worldwide. If there is a distributor in your country we advise you to buy directly from them. This will massively reduce your shipping costs, delivery times and taxes. VIP Equestrian Ltd will not be liable for additional charges, taxes, or delivery delays for international shipments. These must be paid by the customer.
We can supply you with tracking for your order. The tracking number does not go live until the parcel has been collected from our depot and scanned into the shipping companies depot.
PAYMENT
All payments are pro forma. We use the card handler Stripe and accept payment from all major bank cards, Paypal and Apple Pay.
We do not offer credit, e.g. Klarna, or a payment plan due to the additional fees involved. However if you checkout using PayPal and scroll to the bottom of the page you are redirected to, then you will have the option to sign up for Paypal Credit and can use this facility to pay in instalments. These terms of this credit agreement are in now way associated with VIP Equestrian Ltd, and the customer is responsible for the direct repayments to Paypal.
14 DAY MONEY BACK GUARANTEE
We want our customers to be happy with their purchase and for customers to be sure it is the right product for them. As horse owners we know how expensive horse products are and there is no joy in splashing out for something that doesn’t end up being the right choice. To this end, FOR PURCHASES DIRECTLY FROM OUR OWN WEBSITE, we offer a 30 day money back guarantee. Use the VIP for 30 days and return it for a full refund less shipping costs . We will not offer a 30 day money back trial on purchases via our Factory Seconds or Outlet pages.
VIPs returned must not be damaged, but light use is fine. On receipt of your returned item, VIP Equestrian Ltd will then issue a refund direct to your payment method. Please be aware this can take up to 5 working days. Unfortunately these are the card handlers and Paypal's terms, not ours. Please make sure you get a certificate of posting. VIP Equestrian Ltd will not refund items that do not come back to us or get lost in the post.
PRODUCT GUARANTEE
VIP Equestrian pads are guaranteed for 2 years. Proof of purchase is necessary.
Your VIP is lovingly hand made and some variation in the bobbles and their appearance is normal. You will see indentations in some bobbles, these are air bubbles from the fill process. They are imperfectly perfect! This will not affect the performance of the VIP in any way. We have strict quality control procedures and acceptance criteria, and will not replace VIP’s for normal variations in the bobbles.
Occasionally a manufacturing fault will become apparent. In the first instance, please contact VIP Equestrian Ltd or the retailer you bought your VIP from with details of your suspected fault, and we will do our best to respond promptly. If its clear its a manufacturing fault we will directly replace your VIP. There is a code underneath the logo please photograph this and send it to us via email: returns@vip-equestrian.com.
The lifespan of your VIP entirely depends on how you look after it. We have Olympic riders using the same VIP on multiple horses a day for 5 years and they are still in good order. Please follow the care guidelines on the packaging, they can also be found in our FAQ’s.
Products will not be replaced due to accidental damage and this includes but is not limited to: puncture snags from doors, nails, accidental tears from horse standing on pad etc.
RETURNS POLICY
As above under our trial terms, products can be returned within fourteen days. However, if you wish to switch for another product or size, returned goods must be unsoiled and unused, and in a resale-able condition.
Some of our UK stockists have selling sites on Ebay. This is genuine and they are selling new stock, this will be in sealed packaging. If you doubt their authenticity please contact us.
If you buy second hand from a private seller our guarantee is void. The guarantee is only valid to the original purchaser with original proof of the order. Refunded payments will only be made to the original payment method.