Terms and
conditions.

Section 01The parties

These conditions of sale govern the use of the website cold2horse.com, which is owned by Equestrian Thermal Technology, S.L.

Customers are natural or legal persons acting as consumers.

Customers making purchases on cold2horse.com must register and will thereby be accepting these conditions of sale, so it is important that the customer reads these conditions before making a purchase.

Customers who are natural persons must be over 18 years of age; this is an essential requirement.

Section 02Scope

These General Conditions of Sale apply to the sale of all Equestrian Thermal Technology, S.L. items through the cold2horse.com website to customers purchasing them within Spanish territory.

These conditions are supplemented by the privacy policy of this same site.

Equestrian Thermal Technology, S.L. reserves the right to cancel a customer's account if it detects fraudulent, speculative or bad-faith acts in the use of the service.

Section 03How to place your order

Choose the product you want from our web shop, set the quantity you want and add it to the cart with the Add to cart button. You can carry on adding products to the cart.

Then go to the shopping cart, where the chosen product will be (View cart). If you need to change the quantity ordered of the same product, you can set the number you want under Quantity.

Once you have chosen the quantities you want, click Update cart. When you have finished choosing products and have them all in your cart, you can complete the purchase with the Checkout button, in the Cart totals section.

Under Billing details you must register by filling in your details and, if you need to, add a delivery address different from the billing address. You can review your order and then select your preferred payment method.

Under Your order you have a summary of the cost of the products and quantities, shipping costs and the order total.

When you click Place order, you will be redirected to the banking platform to enter your card details and complete the purchase process. Finally, you will receive an order confirmation at the email address you provided.

Section 04Delivery times and prices

Shipping takes 3 to 5 working days.

Delivery times depend on the availability of each product and on where it is shipped from, but will in no case exceed 30 calendar days from the purchase being made.

Timescales depend on the dates on which the product is ordered, the destination it is shipped to, the manufacturer's availability, and so on. In any event, the times quoted do not include weekends or public holidays. If for any reason the order is delayed in dispatch or, once dispatched, the expected delivery is delayed, this will not give the customer any right to compensation or discount.

The shipping time may vary depending on the availability of the products purchased. Equestrian Thermal Technology, S.L. reserves the right to contact the customer to inform them whether or not the product is still available and, if it is, of the estimated delivery time.

The customer has 72 hours from receipt of the goods to check that all the components of the order are intact and that everything that should be included with the products is there. An order is deemed delivered at the moment the customer signs the delivery receipt; after 72 hours the shipment is taken as accepted and no claims for damage or faults with the shipment will be accepted.

If a product is received damaged in transit, this must be noted on the carrier's delivery note. Once the claim has been made, Equestrian Thermal Technology, S.L. will arrange collection of the faulty product, and another in perfect condition will be sent at no additional cost to the customer once the damaged item is received.

Product prices are shown in the online shop including VAT.

Section 05Shipping costs

Shipments are made throughout Europe via Ferco Logística, S.L. and its logistics and distribution partner, GLS (General Logistics Systems B.V.).

Shipping costs are shown before you complete your purchase and are included in the total purchase price.

You can ask about them by email at contact@cold2horse.com.

Section 06Your rights

6.1 · Legal guarantee

As a consumer and/or user, you have the right to remedies free of charge in the event of a lack of conformity. At cold2horse.com we offer guarantees on the products we sell, on the terms and conditions laid down by law in the Spanish General Law for the Protection of Consumers and Users. We are therefore liable for any lack of conformity that becomes apparent within three years of the product being delivered.

Products are deemed to be in conformity with the contract provided that:

• They match the description we have given and have the qualities we have presented on this website.
• They are fit for the purposes for which products of the same type are ordinarily used.
• They show the quality and performance usual in a product of the same type and which can reasonably be expected.

If you consider that any of our products is not in conformity with the contract, you must let us know by following the procedure set out in section 6.3 and by any of the means of contact provided for this purpose. Our commercial guarantee does not affect the rights granted to you by the legislation in force.

6.2 · Dispute resolution

Should a consumer dispute arise between you and our company that cannot be resolved through the usual customer service channels, we inform you that you have the right to seek out-of-court dispute resolution through the Alternative Dispute Resolution (ADR) bodies legally recognised and notified to the European Commission. In the case of cross-border disputes with European Union consumers, you may request assistance from your national European Consumer Centre (ECC).

6.3 · Withdrawal and cancellation of orders

Under the Spanish Consolidated Text of the General Law for the Protection of Consumers and Users (TRLGDCU), customers have the right to withdraw from the contract without giving reasons and without any penalty, within 14 calendar days of the customer receiving the goods. To do so, the conditions set out in the withdrawal form must be met and the form sent to the email address contact@cold2horse.com, with DEVOLUCIÓN in the subject line followed by the order number.

Withdrawal is free of charge for the customer. Equestrian Thermal Technology, S.L. will refund the amount corresponding to the initial delivery without undue delay and in any event within a maximum of 14 calendar days from the date the withdrawal form is received. The refund will be made by the same means as the initial payment was received. However, Equestrian Thermal Technology, S.L. may withhold the refund until the goods are received.

The customer will only be liable for any diminished value of the goods resulting from handling them other than as necessary to establish their nature, characteristics or functioning.

For further information, Equestrian Thermal Technology, S.L. makes the following telephone number available to customers: 0034 963 853 468.

The costs and risks of returning the product are borne by the sender, who must send it securely and with the safeguards needed for the returned goods to arrive in perfect condition, provided that the return is purely on the basis of the right of withdrawal and not on account of any lack of conformity of the product.

Section 07Returns and refunds

The customer has the right of withdrawal on the terms and within the periods laid down by the consumer protection legislation in force.

To exercise that right you must notify Equestrian Thermal Technology, S.L. using the withdrawal form or by any other means that leaves a record of your decision.

Once the request has been received, our team will contact the customer within a maximum of 72 hours to provide the instructions needed to return the product.

Once the product has been received at our premises and checked to meet the conditions set out in this policy, the refund will be made using the same means of payment used for the purchase, unless the customer has expressly agreed another means.

The shipping costs of the initial order will not be refunded, except in the cases provided for by the applicable legislation or where the return is the result of an error attributable to Equestrian Thermal Technology, S.L.

Conditions for a return to be accepted

For a return to be accepted, the product must meet all of the following conditions:

• It must not have been used.
• It must be in perfect condition.
• It must be clean and free of any sign of use, including but not limited to dirt, mud, damp, hair, odours or any other indication of having been fitted to or used on a horse.
• It must retain all its accessories, instructions, documentation and original packaging, to the extent needed to protect it properly in transit.
• It must be returned properly packaged to avoid damage in transit.

The customer may handle the product only as far as is necessary to establish its nature, characteristics and functioning, in the same way as they could in a physical shop. Any handling beyond those limits that diminishes its value may give rise to a corresponding reduction in the amount refunded or, where appropriate, to the return being rejected.

Used products

For reasons of hygiene, safety and the protection of our customers, returns of products that have been used will not be accepted.

Cold2Horse products are designed to come into direct contact with horses' limbs. Once used, they cannot be sold again or passed to another customer, so as to guarantee the highest standards of hygiene, safety and quality.

Quality inspection

All returned products will be inspected by the quality control team of Equestrian Thermal Technology, S.L.

The company may document, by photographs or any other objective means, the condition of the product received where there are signs of use, handling, dirt, damage or failure to meet the conditions set out in this policy.

If, after that inspection, the product is found to show signs of use or not to meet the return conditions, Equestrian Thermal Technology, S.L. may reject the return and refuse the corresponding refund.

Address for returns

Rejected returns

Where a return is not accepted, the product will remain available to the customer for a maximum of 30 calendar days from notification of the decision. During that period, the customer may ask for the product to be sent back at their own cost, bearing the costs of the new shipment.

Once that period has passed without the customer requesting collection or a new shipment, Equestrian Thermal Technology, S.L. may destroy or recycle the product, on the understanding that the customer waives its recovery.

Identifying the return

Every return must include the order number or any other detail that unambiguously identifies the buyer. Equestrian Thermal Technology, S.L. cannot process returns that lack the information needed to identify the corresponding order.

Section 08Payment methods and secure payment

You can enter your payment details when placing the order using a valid credit or debit card (either VISA or Mastercard). The relevant amount will be reserved on your card immediately, although it will not be taken until the goods are dispatched.

Equestrian Thermal Technology, S.L. reserves the right to check the validity of the credit or debit card, the credit position in relation to the value of the order, and whether the buyer's address details are correct. Depending on the results of these checks, we may reject some orders.

Transaction security

We guarantee that your data travels over a secure, encrypted and protected connection, intended to ensure security measures for transactions taking place over the internet.