Frequently Asked Questions

How do I make a purchase?
Click on the "add to basket buttons" on any product page. Payments are made through PayPal or Sagepay Secure Card Processing.
Currently we only sell to UK customers.

What should I know about delivery?
Items ordered will usually be dispatched within 24 hours Mon-Fri although we cannot guarantee this. We will inform you if we expect long delays in getting the item(s) to you. All goods are subject to availability. Please note that for some large orders you will need someone to sign for the delivery.

What are the postage and packaging costs?
Postage & packaging costs vary depending on the order size, they range from a minumum of £0.95 but have a maximum* of £4.95 depending on the weight of the order. 
All delivery charges are subject to change without prior notice. 

What if the goods are damaged?
In the event of any goods delivered by us being damaged in transit, deficient of items shown on the delivery note or failing to match the items ordered by you, then such details must be notified by you to us (e-mail 
returns@roughrideguide.co.uk) within seven working days of receipt. If we receive no such notification the customer will be deemed to have accepted the items as satisfactory. We cannot be held liable for any consequential loss caused by late delivery or failure to deliver by the company's appointed carrier. Liability in such cases is limited to the value of those items, which are shown to have not been received by the customer.

Can I return or exchange goods?
If you wish to return an item for exchange or you have decided not to keep it, other than those reported as damaged on delivery or goods sent incorrectly the cost of returning the goods would be at your own expense. Goods must be sent back to us (see Returns) together with the products original packaging and labelling within 28 days. We will exchange or refund the cost of the item(s) where appropriate. All goods must be in a new and unused condition together with a copy of your original receipt. We recommend that all items returned to us be sent recorded delivery with insurance paid as a minimum. Your local Post Office will be able to advise you further. 


Distance Selling Regulations
You have a right to cancel your order within seven working days following the day after the date of delivery for any unused item purchased through the website under the distance selling regulations for refund. To cancel an order, e-mail us at cancel@roughrideguide.co.uk and quote your customer number and order number. You must take reasonable care of the items, retain all original packaging and must not use them. Goods must be returned to us within seven days of your notice to cancel. All goods are returned at your own expense unless the item is deemed faulty or incorrect, where we will refund the cost on receipt of the goods. Should you require your unwanted goods to be collected, we will deduct the appointed courier’s direct costs from the refund given. Providing the goods are received back in an unused condition and in their original packaging with all accessories, you will receive a refund within thirty days of your notice to cancel.

Force Majeure
We will not be liable for non-performances of our obligations caused or resulting from industrial disputes or any other circumstances beyond the reasonable control of the company such as act of God, riots, civil commotion, flood, fire and legislation. If by reason of such circumstances it shall become impossible within a reasonable time for the company to wholly or partly supply the items ordered then the customer's liability will be limited to the value of the items already supplied together with any associated delivery charges.

Content
Any information displayed on our web site(s) or other printed matter by the company is not regarded to be authoritative or certified as the best practice and is only considered to be useful supplementary advice to other certified codes of practice. All information on our web site is updated regularly.

What about pricing and print errors?
We reserve the right to alter our prices and specifications without notice.

Who do I contact if I have a complaint?
Any complaint can be sent to 
complaints@roughrideguide.co.uk. We will try to deal with your complaint as soon as possible. 
Alternatively you can contact us in writing or phone using the details found on every page (footer).