Placing an order deems your acceptance and understanding of these terms and conditions.
DISCLAIMER
The information and material on the HHIO website are of a general informative nature only. It is not intended to be used as a substitute for professional advice as it potentially may not be up to date, complete or applicable to you personally or your horse's individual situation and make up. Healthy Horses Inside Out does not accept liability for any injury, loss, damage or expenses incurred by the use of any of the Healthy Horses Inside Out Product range including the incorrect use of, or from reliance on any information either given verbally, in writing or derived from this website.
REFUNDS, RETURNS & DELIVERY TERMS
We send all items via NZ Postal services with economy tracking service. All are delivered not signature required unless being delivered to a company address or over the value of $500 excluding freight cost. Once an order is confirmed delivered by NZ Post it is deemed your property and responsibility should anything happen to said order after delivery - unless proof is provided of incorrect delivery address. We place all delivery queries through our 3rd party provider who liaise with NZ Post and will not be actioned until the outcome is advised by them. Should your item be received in damaged condition or allegedly uncomplete, photographic proof must be provided within 72 hours of confirmed NZ post delivery - no exceptions. Should the fault lay with us or your parcel is confirmed lost by NZ Post, we will replace or rectify issue.
We have a strict no returns, refunds or change of mind policy once order placed. We do review case by case requests within 7 days of receipt of goods, at our discretion, to exchange product/s to better suit your specific needs, provided the product/s is returned in the same condition sent, and you cover all freight costs related to the exchange.
PRIVACY
The privacy of your customer data, orders and credit cards are important to us. We will not disclose or sell your customer data to any third party. We will only send you email newsletters if you explicitly opt in.
Credit card details are not stored anywhere on our servers nor in our premises. Your credit card details are processed in real time by an independent payment gateway authorised by our bank, using secure encryption.
DELIVERY TIMES
We aim to process your order within 2 business days following payment.
Shipping
Orders are typically processed Monday thru Friday, 9am to 12 noon. Once they are processed they are collected by NZ Post the following day.
All orders are sent via NZ Postal services. All orders sent to residential city or rural address are sent non signature and any sent to work addresses will be signature delivery only. All orders over the value of $500 will be sent with signature delivery only.
Once NZ Post confirms delivery of your order via tracking, we are not responsible for any loss, damage, theft, misplacing or any event that leads to you not receiving your order after this confirmation. In the event you do not actually receive your order, please reach out straight away so a query can be registered with the carrier.
Delivery is generally 3 days, allow extra for Rural Delivery and South Island.
Order Collection
HHIO headquarters are located in Rotorua. We do not have an onsite shop but welcome collection of your orders from our collection box.
Please allow 24 hours from the time or your order, or if urgent please reach out as we do try to accommodate earlier pick ups.
You will receive a pick up email notification when your order has been placed in the order collection box. Watch out for this email and be sure to check your spam box.
Directions:
1164 Paradise Valley Road, Rotorua
2.2ks up from SH 5/Ngongotaha end of Paradise Valley Road, on left after sharp bend in road.
Come in driveway and aim for the cattle yards/ramp you see straight ahead. The collection box is on the wooden fence on the left of the ramps (looking at it).
Please collect your order within 24 hours of the email notification.
Issues with order/Returns
We are only human and whilst we strive for accuracy from time to time there may be an error with your order.
If this is the case please take photos as soon as you receive the order with the packaging and product received. Please send to: orders@healthyhorsesinsideout.co.nz.
Failure to provide photos, will mean your issue can not be validated and therefore rectified, especially if it does not match the records held of what was sent and especially if there has been more than one instance. We expect to receive this notification within 5 days of delivery receipt.
We have a no returns policy due to the nature of our product. Occasionally we can accept exchanges as long as product is sealed and in same condition it left here originally.
