Policies

Whether you are interested in a painted model horse, commission or a resin sculpture, please read through the following terms and conditions that must be adhered to. Everyone has different terms and conditions and these must be understood. If you don't agree with anything, then do not buy anything. Simple!

Remember also that if you have queries about anything then do not hesitate to Contact me!

Website Copyright
All photos on this website are the property of the owner Clare Stokes, unless otherwise stated. Although photos may be downloaded, these are for personal use only and may not be reproduced or used without permission. If use of a photo is wanted then please enquire.

Packing and Sending
As you, the buyer, agree to purchase anything from this site, you are agreeing to these policies which are in place. All horses or items must be paid for in full and fully cleared before being sent to you. Payment is only accepted through paypal or a cleared cheque, unless agreed otherwise between Clare and the customer.

All model horses and items are packed carefully. They are wrapped in bubblewrap until barely visible, then either placed carefully in a strong box that has polystyrene peanuts in, or securely put into a jiffy bag. The package is then secured and a return address is placed on it. Particular delivery dates cannot be guaranteed for parcels to arrive, only estimations. This is due to customs overseas and the unpredictability of the postal service. I am able to offer insurance or a tracking number for customers although I always send parcels 1st class, and a proof of postage is retained.

However, please get in touch and contact Clare if your package has not arrived within the following, from the day of being sent:

UK - 7 Working Days
European Countries - 20 Working Days
Rest of the World - 30 Working Days


Any claims made to the postal service are the responsibility of the customer only. I will support the customer in tracking down the lost package all I can, as well as providing any postage proofing and tracking numbers.

If there is damage to a parcel, photographic evidence must be shown to Clare, and the model must be returned, inspected and confirmed before a refund is issued, either by replacement or a full refund which includes the postage and packaging that the customer pays (this amount must be agreed on between both the customer and Clare).

Returns
Returns are not accepted for commissions. This is because photos of the model horse in progress are regularly given to the customer and the horse is not paid for or sent without the customer's satisfaction.

Likewise, any custom model horses bought from Clare are non-refundable. Once the model or item leaves my hands and is posted, I cannot guarantee the package to arrive undamaged. However, if the customer is not satisfied with their item other than postal damage, then I have the right to refuse a refund.

Returns are only accepted for particular reasons, for example if the goods are faulty (for example a batch of resin model horses could be faulty if the resin has gone off and reacts during prepping or painting) or if damaged due to improper packing. All items must be returned to me at the customer's own expense, and once the item has been received, inspected and confirmed then a full refund will be issued to the customer, or a replacement item will be offered wherever possible.

Returns for any other reasons (for example if the customer no longer wants the item in question after payment) will be accepted on the conditions that only the amount of the model will be refunded (postage not included) and the model must be returned in the same way as was sent out, at the customer's expense. Once the model has been returned, the refund will be issued.

If a refund is required for any other reason which is not stated above then please contact me.


Deposits
All deposits placed for a model or commission work are non-refundable. If the full payment required is never made, Clare retains the right to sell on any items on hold after six months after the initial sale date.