Shipping, Refunds & Returns Policy

Shipping Policy

Shipping and Delivery Policy

Overview

At Heritage Horse Trailers, we are committed to delivering purchased and rented trailers safely, securely, and as efficiently as possible. This policy explains how trailer orders are processed, transported, delivered, and received.

Order Processing

Once your purchase or rental reservation is confirmed:

  • Orders are generally processed within 1–3 business days

  • You will receive confirmation when your trailer is ready for delivery or collection

  • Processing times may vary depending on trailer availability, inspection requirements, location, and demand

  • Reserved trailers will only be released after the required deposit or full payment has been received

Delivery Methods and Timeframes

We work with trusted transportation providers to arrange safe trailer delivery.

  • Standard Delivery: Estimated within 3–7 business days

  • Expedited Delivery: May be available within 1–3 business days

  • Customer Pickup: Available by appointment for eligible purchases and rentals

Delivery times depend on the trailer’s location, destination, transport availability, weather, and road conditions.

Delivery Locations

We deliver to multiple locations, subject to availability and transport access.

Customers are responsible for:

  • Providing an accurate delivery address

  • Confirming that the delivery location is accessible to large transport vehicles

  • Informing us of gates, narrow roads, low bridges, restricted areas, or other access limitations

  • Ensuring someone authorised is available to receive the trailer

Additional charges may apply for remote areas, restricted locations, special permits, or difficult delivery conditions.

Delivery Tracking and Communication

Once transportation has been arranged:

  • You will receive available delivery and carrier information

  • Our team will provide updates regarding the expected delivery schedule

  • Estimated arrival times may change due to traffic, weather, mechanical issues, or logistical disruptions

Shipping Insurance

Purchased trailers may require shipping or transportation insurance while in transit.

Insurance may provide protection against qualifying loss or damage during transportation. Any applicable insurance fees, coverage terms, deductibles, and refund conditions will be disclosed before delivery is finalised.

Delivery Inspection

A signature may be required when the trailer is delivered.

Customers should:

  • Inspect the trailer immediately upon arrival

  • Check for visible damage or missing equipment

  • Take photographs of any concerns before accepting delivery where possible

  • Report damage or delivery issues within 48 hours

Failure to report visible damage promptly may affect our ability to assist with a transportation claim.

Rental Trailer Delivery

For rental trailers:

  • Delivery and collection fees may apply

  • The customer must be present at the agreed delivery time

  • Rental periods begin at the time stated in the rental agreement

  • Additional charges may apply for failed delivery attempts, late returns, relocation, or collection outside the agreed location

  • The trailer must be returned in the condition required by the rental agreement

Delays and Unforeseen Events

Delivery delays may occur because of:

  • Severe weather

  • Traffic or road closures

  • Carrier disruptions

  • Mechanical problems

  • Permit requirements

  • Incorrect delivery information

  • Events beyond our reasonable control

Heritage Horse Trailers is not liable for delays outside our control, but we will make reasonable efforts to provide updates and help resolve delivery concerns.

Incorrect or Inaccessible Addresses

Customers are responsible for providing complete and accurate delivery information.

Heritage Horse Trailers is not responsible for delays or failed deliveries caused by an incorrect, incomplete, or inaccessible address. Additional transportation, storage, redelivery, or cancellation fees may apply.

Contact Us

For questions about trailer delivery, collection, or transportation, contact:

Heritage Horse Trailers
Email: support@heritagehorsetrailers.com
Phone: 

Refunds & Returns Policy

Returns, Refunds and Cancellation Policy

Overview

At Heritage Horse Trailers, we are committed to providing dependable trailers and a straightforward purchasing and rental experience. This policy explains the conditions governing order cancellations, deposits, returns, refunds, and rental reservations.

By purchasing or reserving a trailer through Heritage Horse Trailers, you agree to the terms outlined below.

Order Cancellation

Purchase orders may be cancelled within a limited period after confirmation, provided that inspection, preparation, documentation, or transportation arrangements have not begun.

  • Cancellation requests must be submitted as soon as possible

  • Approved cancellations may be subject to administrative or processing fees

  • Orders that have already been prepared, registered, customised, or dispatched may not be eligible for cancellation

  • Delivery and third-party transportation charges already incurred are non-refundable

Deposit and Reservation Policy

A 30% deposit may be required to reserve a trailer for purchase or rental.

  • The deposit secures the selected trailer and removes it from general availability

  • Deposits may be refundable only within the agreed cancellation period

  • Deposits become non-refundable once preparation, inspection, paperwork, delivery arrangements, or the rental period has begun

  • Failure to complete the remaining payment by the agreed deadline may result in cancellation of the reservation

Any trailer-specific deposit terms will be communicated before payment is made.

Trailer Purchase Returns

Because horse trailers are vehicles and may require registration, inspection, transportation, or individual preparation, returns are accepted only under limited circumstances.

To be eligible for consideration:

  • The trailer must be unused and in the same condition as when delivered

  • A return request must be submitted within 7 days of delivery

  • Proof of purchase must be provided

  • The trailer must not have been registered, altered, damaged, customised, or used to transport animals or equipment

  • Written return authorisation must be obtained before the trailer is sent back

Heritage Horse Trailers reserves the right to inspect the trailer and reject returns that do not meet these requirements.

Rental Cancellations and Refunds

Rental cancellation terms depend on how close the cancellation is to the scheduled rental date.

  • Cancellations made within the approved notice period may qualify for a full or partial refund

  • Late cancellations may result in the loss of the reservation deposit

  • No refund may be issued once the rental period has started

  • Early returns do not automatically qualify for a refund

  • Delivery, collection, cleaning, damage, and administrative fees may remain payable

Specific rental cancellation deadlines will be stated in the rental agreement.

Damaged or Incorrect Trailers

When a purchased or rented trailer is delivered, customers should inspect it immediately.

If the trailer arrives damaged, differs materially from the confirmed order, or is missing agreed equipment:

  • Notify us within 48 hours of delivery

  • Provide clear photographs or videos of the issue

  • Do not use, modify, or repair the trailer before receiving instructions

  • Allow us reasonable time to inspect and assess the concern

Depending on the circumstances, we may arrange a repair, replacement, partial refund, or full refund.

Refund Process

Once a refund is approved:

  • Refunds will normally be issued through the original payment method

  • Processing times depend on the bank or payment provider

  • Delivery, collection, registration, inspection, handling, and administrative fees may be non-refundable

  • Any outstanding rental, damage, cleaning, late-return, or transportation charges may be deducted from the refund

Non-Returnable and Non-Refundable Items

The following are generally not eligible for return or refund:

  • Trailers that have been used, registered, modified, or damaged after delivery

  • Customised or specially ordered trailers

  • Trailers returned without prior written authorisation

  • Rental charges for completed or partially used rental periods

  • Deposits that became non-refundable under the reservation agreement

  • Delivery, collection, inspection, documentation, and third-party transportation fees

  • Damage caused by misuse, overloading, improper towing, accidents, neglect, or unauthorised modifications

Return Transportation

Unless the return results from an error by Heritage Horse Trailers:

  • The customer is responsible for return transportation costs

  • The trailer must be transported safely and legally

  • Insured and trackable transportation is recommended

  • The customer remains responsible for the trailer until it is received and inspected

Contact Us

To request a cancellation, return, or refund, contact:

Heritage Horse Trailers
Email: support@heritagehorsetrailers.com
Phone: