Returns

RETURNS POLICIES

  1. DAMAGED ON DELIVERY POLICY

1.1 Claims for non-delivery or short/damaged delivery must be notified to Bow and Arrow Equestrian Ltd within 24 hours.

  1. RETURNS TO CORRECT AN ERROR IN DELIVERY POLICY

2.1 Where a product has been delivered incorrectly by Bow and Arrow Equestrian and no agreement can be reached for the customer to retain the goods, the products will be accepted for return subject to the customer following the process set out in section 7 below.

2.2 Items requiring temperature controlled storage will be accepted to correct a delivery error ONLY. Refrigerated Goods must have been stored correctly whilst on the customer’s premises. Temperature logs for the period the goods are on the customer’s premises and a signed declaration to this effect will be required.


  1. RETURNS BECAUSE A PRODUCT OR PACKAGING IS ALLEGED TO BE FAULTY POLICY

3.1 If the Goods being returned are clothing, footwear, rugs and horse equipment, these will only be accepted if clean and dry, in accordance with health and safety at work requirements. Soiled Goods will be returned to the customer, at the CUSTOMER’S EXPENSE.


3.2 Goods which are safety wear (any type of riding hat or body protector) cannot be returned once they have been despatched unless they are defective.


3.3 Goods returned with faulty product or packaging will be forwarded, by prior arrangement, to the manufacturer for examination and comment.


  1. RETURNS TO CORRECT AN ERROR IN ORDERING POLICY

4.1 Medicinal items and safety items ordered in error will not normally be accepted for return.

4.2 Other items ordered in error or no longer required will be accepted for return if;

  1. i. The items are in original despatched condition
  2. ii. The items were delivered less than 12 weeks prior to the return being requested.

4.3 Tier credit levels will apply depending upon the time period elapsed between delivery and     request for a return (see credit section below).


  1. RETURNS IN RESPONSE TO A PRODUCT OR A BATCH RECALL, INSTIGATED BY A MANUFACTURER

5.1 The recall arrangements for a veterinary medicinal product are dictated to by the product licence holder or the VMD and the goods will only be accepted, according to the specific instructions relating to the circumstances surrounding each recall. These details will be specified in the recall letter.

5.2 Goods must be returned, as instructed, accompanied by a return note, as per section 7, indicating the type of recall and where appropriate, the batch numbers. This returns note should NOT have other products on it.

5.3 Goods must be packed separately and clearly identified as returns relating to a product or batch recall.

5.4 Credit will only be issued by Bow and Arrow Equestrian Ltd as authorised by the manufacturer concerned and at such a time as specified by them.


  1. CREDIT POLICY

6.1 Items damaged on delivery will (subject to investigation and validation) be credited in full.

6.2 Goods supplied in error by Bow and Arrow Equestrian Ltd will be credited in full subject to them being returned in a resalable condition within 5 working days of RMA authorisation.

6.3 Goods that are alleged to be faulty will be assessed upon receipt and subject to the manufacturers individual returns policy, and will be dealt with accordingly.


6.4 Goods ordered in error by the customer will only be credited by Bow and Arrow Equestrian Ltd at its discretion subject to the customer having notified Bow and Arrow Equestrian of the error within 24 hours of delivery, the goods being returned within 5 working days and them being in a resalable condition. A handling fee of 10% subject to a minimum fee of £10.00 will be deducted from the credit.


6.5 Goods that are no longer required will only be credited by Bow and Arrow Equestrian Ltd at its discretion subject to them being in a resalable condition and purchased within the last 12 weeks. A handling fee of 50% subject to a minimum fee of £25.00 will be deducted from the credit.


RETURNS PROCESS

  1. RETURNS PROCESS

7.1 Goods will not be accepted for credit without prior agreement, in writing, with Bow and Arrow Equestrian Ltd, and until an official Returns Material Authorisation (RMA) has been raised by the same.

7.2 To be considered for a credit, returned goods, must be accompanied by a returns note issued by Bow and Arrow Equestrian Ltd showing:

  1. a) The name, address and account number of the customer returning the goods.
  2. b) The quantity, description, strength, pack size, batch numbers and price of the goods.
  3. c) The invoice number of the account on which the goods were supplied.
  4. d) The reason for the return.

7.3 Where the reason for return is “ordered in error” or “no longer required”, the goods must be in perfect original condition, not marked in any way (for example no price labels) and should NOT show any evidence of having been tampered with. Where appropriate they must also carry a product licence number.

  1. a) Goods will only be accepted if they are returned within 5 working days of the receipt of the RMA. This applies to goods returned for any reason except for that of product recall.(see section5).
  2. b) In the event of any of the above conditions not being met, goods will not normally be accepted for return.

7.4 Unless a representative of Bow and Arrow Equestrian Ltd has official company authorisation (RMA), they are unable to collect any goods for return