Terms & Conditions


This page gives you all the information you need to know about us and the legal Terms and Conditions through which we sell the products listed on our website to you. These Terms apply to any contract of sale for products that exists between us and you.

Please read these Terms and Conditions carefully, if you do not agree with something written within them do not use this website. Before placing an order you will be asked to confirm you have read and understood these Terms, unfortunately, if you refuse our Terms you will be unable to purchase from our website.

We recommend you print a copy of our Terms and Conditions or save them to your computer so you can refer to them in the future as necessary.

We reserve the right to change these Terms and Conditions and recommend you read through them each time you use our site to ensure you understand how they apply to you.

These Terms, and any contract that exists between us, are in the English language only.

1. About Us

1.1 We operate two websites, www.horsedirect.co.uk and www.houghtoncountry.co.uk. We are Houghton Country Limited with our registered office at 17 Walkergate, Berwick upon Tweed, Northumberland, TD15 1DJ. Our trading address for all correspondence is Houghton Country t/a Horse Direct, The Stables, South Houghton, Heddon on the Wall, Northumberland, NE15 0EZ.

1.2 Horse direct is a trading name of Houghton Country Limited, registered in England and Wales under company number 09445115.

1.3 Contacting us:

1.3.1 To cancel a contract with us in accordance with your legal rights please simply contact us to let us know your decision. You can contact us by phone on 01661 853110 or email info@horsedirect.co.uk, please note we always require confirmation in writing of a cancellation.

1.3.2 To contact us for any other reason please call our main office on 01661 853110 or email info@horsedirect.co.uk or use the form on the Contact Us page.

1.3.3 If we need to contact you in regards to the contract that exists between us we will do so using the information you provided when placing the order, usually by phone or email.

2. Our Products

2.1 We make every effort to ensure the pictures used to illustrate products on our website are accurate; in some circumstances pictures are used for illustrative purposes only and may not be indicative of the colour or design available. We cannot guarantee that your computer or device is displaying the colours of a product accurately. If you are at all unsure about the item(s) you are buying please phone us for details. If you believe the item(s) you have purchased were represented incorrectly on our site we will investigate the issue for you.

2.2 We make every effort to ensure accurate information is provided; all sizes, weights, dimensions and measurements provided on our website are approximate and for guidance only.

2.3 Packaging of products may differ from that displayed as manufacturers update their packaging regularly.

3. Use of our website

3.1 Your use of our site is governed by these Terms and our Privacy Policy. Please ensure you read these documents fully so you are aware of all Terms that apply to you.

3.2 You must be over 18 to purchase from this website, if you are under 18 you must do so with consent and guidance from a parent or guardian.

3.3 Certain products on our site may only be purchased if you satisfy the legal age requirement for that product. If you are underage please do not attempt to purchase these items.

3.4 You are responsible for ensuring that your account details and passwords remain confidential when using our website and agree to accept responsibility for all activities that occur under your account and password.

3.5 Please ensure you provide us with details that are complete and correct when setting up your account or placing an order. We cannot be held responsible for any delays or losses to your order due to incorrect information being supplied.

3.6 We will endeavour to provide you with uninterrupted, error free access to our website, however due to the nature of the internet this cannot always be guaranteed. On rare occasions your access may be restricted or interrupted to allow updates, upgrades or repairs; we will endeavour to carry out such tasks in the shortest time possible.

4. Our Contract with you

4.1 To place an order with us simply browse through the products on our website and select the ones you want by adding them to your basket. Once you have selected all the products you need click on the Checkout button and follow the steps to complete your transaction. Please check your order and address details thoroughly before completing payment. You can also call us on 01661 853110 to place an order by phone.

4.2 When you place an order (whether online or by phone) to purchase goods from Horse Direct you will be sent a confirmation email to confirm we have received your order. Please check through this email and notify us if anything is incorrect. Please note, this email does not mean your order has been accepted, acceptance of the order is as per clause 4.3.

4.3 We will confirm acceptance of your order by sending a dispatch confirmation email. A contract between you and Horse Direct exists only when a dispatch confirmation has been sent.

4.4 All of our products are subject to availability and we reserve the right to edit or remove items from our site or cancel orders at our discretion. If for any reason we are unable to supply you with a product we will inform you of this by email and will not process your order. If you have already paid we will refund you the full amount, including any delivery costs, as soon as possible.

4.5 All delivery dates are estimates.

5. Payment

5.1The fastest way to pay for your order is by credit or debit card, we accept all major credit cards excluding American Express. Payment is taken immediately by our online payment provider SagePay. SagePay offers a secure payment gateway for online credit and debit card processing.

5.2 You can also choose to pay using your PayPal account, please ensure you read their Terms if paying in this way.

5.3 Do not email your card details. We accept no responsibility if you provide us with your details in this way.

5.4 Card fraud is illegal and will always lead to prosecution. Every transaction taken online or over the phone is subject to fraud checks performed by SagePay; if we believe the risk of fraud is present on a transaction we reserve the right to cancel the order with immediate effect and without correspondence.

5.5 The Horse Direct website is fully PCI Compliant.

6. Delivery

6.1 We endeavour to post out your goods the same day they are ordered; in busy periods this can take a little longer. We aim to deliver your products within the timescale quoted on our website, however, occasionally deliveries may be affected by events beyond our control (for example inclement weather) that we can accept no liability for.

6.2 Amendments to delivery addresses must be made in writing to info@horsedirect.co.uk, originating from the same email address used to place the order. Changes cannot be made by Horse Direct after the item has been posted but you may be able to arrange this yourself with the courier.  

6.3 Delivery is completed when our courier or postal service delivers the products to the delivery address you have provided us with, and the product is your responsibility from this point. Please note if you opt to have your parcel left in a safe place or delivered to a neighbour or other third party you accept responsibility for any losses incurred.

6.4 Delivery charges:

6.4.1 Standard UK delivery - £3.95 or free on orders over £75* - *a small number of products must be shipped via courier due to delivery restriction

6.4.2 UK Mainland Next Day Delivery - £7.95 (orders must be placed before 3pm Monday – Thursday, excludes some remote postcodes)

6.4.3 UK Mainland Saturday/Sunday Delivery - £9.50 (orders must be placed before 3pm Friday, excludes some remote postcodes)

6.4.4 UK Non-Mainland delivery - £8.50 - a small number of products are unable to be shipped from the UK mainland due to delivery restrictions

6.4.5 Standard European delivery - £9.50

6.4.6 Standard Worldwide delivery - £25.00

6.5 We reserve the right to amend delivery charges for large or bulky items, you will always be contacted if this situation arises to discuss options.

6.6 All UK orders are posted using either Royal Mail 48, Royal Mail Tracked 48 or DPD Next Day, please note some offshore and Highlands postcodes are ineligible for Next Day Delivery (see clause 6.8).

6.7 All delivery dates are estimates, please track the progress of you order but note goods cannot be classified as lost until 14 working days after posting (longer if International). Please notify us of any issues or queries regarding your order within 14 days of dispatch.

6.8 Postcodes ineligible for Next Day Delivery – All Northern Ireland and the Channel Islands, AB31-56, EI, F17-21, G83, GY9, HS1-9, IM, IV, KA27-28, KW0-17, PA20-78, PH15-99, TR21-25, ZE.

6.9 International delivery:

6.9.1 There are restrictions on some products for International Delivery Destinations, if we are unable to deliver your product (usually liquids or aerosols) we will notify you and issue a refund as necessary.

6.9.2 We try and post all orders using our standard postage charges, however, sometimes larger items can cost considerably more to post especially if travelling by air. If we are unable to process the order at the standard delivery rate we will contact you to discuss available options.

6.9.3 Your order may be subject to import duties and taxes upon reaching the delivery destination. Please note we have no control over these charges and cannot predict the amount, for more information contact your local customs agency. You are responsible for the payment of any such taxes or duties.

6.9.4 You must comply with all applicable laws and regulations of the country for which the products are being delivered. 

7. Returns and Refunds

7.1 You have a legal right to cancel a contract under the Consumer Contracts Regulations 2013 during the periods set out below in clause 7.3. This means you can change your mind or decide for any other reason that you do not want to keep your items, thereby cancelling your contract and receive a refund for your item(s).

7.2 The right to cancel as referred to in clause 7.1 does not apply to items made to your specification, personalised items or items of safety.

7.3 Your legal right to cancel a contract starts from the date we accept your order (when you receive the dispatch confirmation email), as this is when the contract exists between us. The end of your cancellation period is 14 days after the day on which you received your order.

7.4 The following is a guide to our returns policy:

7.4.1 You have 28 days (from receipt of order) to return a non-sale item to us; items must be in their original packaging, all tags attached, unworn and not damaged. A full refund or exchange will be given

7.4.2 You have 14 days (from receipt of order) to return a sale item to us for a full refund; items must be in their original packaging, all tags attached, unworn and not damaged. A full refund or exchange will be given.

7.4.3 If an item is faulty on arrival please contact us by phone (01661 853110) or email (info@horsedirect.co.uk) within 14 days and we will arrange the return of the item. Items deemed faulty after this period will be dealt with on a case by case basis in consultation with manufacturers. Please be aware manufacture warranty covers against manufacturing faults/defects, subject to reasonable wear and tear and does not cover misuse of the product which includes, deterioration of colour through UV exposure, heat, chemicals and general waste.

7.4.4 If a parcel looks damaged on arrival do not sign for it; instead, refuse the parcel as damaged during posting.

7.4.5 We offer an extended period of returns at Christmas for goods purchased as Christmas presents from November 1st. Last return date for Christmas presents is January 12th.

7.5 To return an item please fill in the returns form enclosed within your parcel, this can be found at the bottom of the invoice. Returns sent without this form may be delayed during processing.

7.6 Refunds are issued using the original payment method. We cannot refund alternative cards. If a voucher is used for payment you will be issued a refund in vouchers. Please note if you return an item purchased online to our store the refund can’t be processed in store, instead your purchase will be refunded by the office within 24 hours (Monday to Friday).

7.7 Unless an item is faulty or not as described, you are responsible for the cost of returning items to us. We can provide returns labels at reduced rates, please call 01661 853110 for details. We recommend that you obtain proof of postage as Horse Direct cannot be held responsible for any items lost during transit back to us.

7.8 If an item develops a fault please contact us for assistance by phone on 01661 853110 or via email at info@horsedirect.co.uk. All warranty issues are dealt with on a case by case basis as each manufacturer has a different warranty procedure. Do not send an item back to us without contacting us first as we regret we cannot issue a refund on postal costs incurred. If we require the item back you will be provided with a free post label to return the item. Goods returned under complaint will not be accepted unless clean and dry; Health & Safety Act 1972.

8. Pricing

8.1 We make every effort to maintain the prices shown on our Website. Prices, however, are liable to increase beyond our control and therefore we reserve the right to discontinue items or to amend prices when necessary. Existing orders will not be affected.

8.2 Prices and special offers listed on our website may differ from those in our shop. We regret that we are not able to offer the same discounts in-store and online
and that discount codes or vouchers cannot be used in conjunction with any other offers or sale items.

8.3 All prices include VAT (where applicable) at the current rate chargeable in the UK.

9. Other Terms

9.1 This contract is between you and us, no other person has the right to enforce these Terms.

9.2 Each of the paragraphs in these Terms operate separately. If any court or relevant authority deems any of them are unenforceable the remaining paragraphs remain in force and in effect.

9.3 The name Horse Direct and associated logos are protected under copyright laws. The contents of this website, including product photography may not be copied, reproduced, replicated, sold, downloaded or distributed by any means to third parties without the express consent of Horse Direct.

9.4 The content of Horse Direct and its associated suppliers are protected by UK copyright and database laws. You may not extract or use any content (in part or entirety) of the website without the express written consent of the owners.

9.5 You must not use this website in any way that causes damage or impairment to the site or company of Houghton Country Ltd or any other persons. Unlawful and fraudulent activity will be prosecuted.

9.6 The information contained on this website is for information purposes only. Houghton Direct (whether written on the website or through telephone conversations) are not providing any recommendations or endorsements to any of its products. The material on this website does not constitute advice and you should not use the information on the website whilst making any decisions.

9.7 We accept no responsibility for the content of websites that are linked to Horse Direct and do not necessarily endorse the material contained within these external websites. These links are provided for convenience only.

10. Contact Details

Houghton Country t/a Horse Direct
The Stables
South Houghton
Heddon on the Wall
NE15 0EZ

Email: info@horsedirect.co.uk
Telephone: 01661 853110

VAT Registration Number: 809560321

Horse Direct is a trading name of Houghton Country Ltd.

Company Reg Number: 9445115