Policies & legal

Who we are

Highland Horse Sweets is a trading name of The Equine Bakery Ltd, a company registered in Scotland (Nairn). Our treats are made under a documented HACCP food-safety system in line with Feed Hygiene Regulation (EC) 183/2005 as retained in UK law, and we are registered as a feed business operator with our local authority. We are also registered with the Information Commissioner's Office (ICO) as a data controller.

Questions about anything below? Email info@highlandhorsesweets.com — we're always happy to help.

Shipping & delivery

We aim to dispatch all orders within 7 days of receiving them, sent by Royal Mail Tracked 48. Standard delivery is free on orders over £15.

We currently ship within the UK and EU. For EU deliveries, any import duties or taxes due on arrival are the customer's responsibility unless stated otherwise at checkout.

Need your treats for a special occasion or by a particular date? Email us your order number and the details and we'll do everything we can to get your equine their treats in time — info@highlandhorsesweets.com.

Storage

Our treats keep best stored sealed in a cool, dry place, away from direct sunlight. Each bag is best used within the date shown on the packaging.

Returns & refunds

If something's wrong with your order

If your treats arrive damaged, faulty, or it's not what you ordered, please get in touch as soon as you can and we'll put it right — a replacement or a full refund, including any postage you paid. This is in addition to your rights under the Consumer Rights Act 2015. Please email us before returning anything, and where possible a quick photo really helps us sort it quickly: info@highlandhorsesweets.com.

Changed your mind?

You have a 14-day cooling-off period from the day your order arrives, during which you can return unopened treats for a refund — no reason needed (Consumer Contracts Regulations 2013). A few practical points:

• Please email us first before sending anything back.
• For hygiene reasons we can't accept treats once the packaging has been opened.
• Return postage is the customer's responsibility, but we'll refund the cost of the treats plus the original standard delivery charge you paid.
• Returned treats should reach us in good, resaleable condition. We'll process your refund within 14 days of receiving them back.

Personalised treats

Bags personalised with your custom text are made specially for you, so the 14-day change-of-mind right does not apply to them (Consumer Contracts Regulations 2013, bespoke/personalised goods exemption). Your rights if a personalised item arrives faulty or not as described are unaffected.

Subscriptions

If you choose a subscription, here's how it works:

• Your first delivery is part of the order you place at checkout and is paid with the rest of your basket. Deliveries then continue automatically — every month or every two months, on the day you chose.
• For truffle collection subscriptions we send a different flavour each delivery; fixed-product subscriptions (like Medi Pockets) receive the same product each time.
• Upcoming flavours shown in your account are indicative of our current plan. We reserve the right to substitute a flavour at any time — for example because of ingredient availability — and will always supply treats of equal quality and value.
• You'll be charged automatically on each renewal date for your subscription delivery, using the payment card you saved at checkout. Payment is taken securely by our payment provider.
• You can pause your subscription for 1, 2 or 3 months, change the delivery date, or change which products are included, from your account at any time.
• You can cancel at any time before your next renewal date from your account — there's no minimum term and no cancellation fee.
• Any subscriber discount applies for as long as the subscription is active. We'll give reasonable notice of any price change.
• If a payment fails we'll let you know so you can update your card before the order is affected.

Terms of sale

1. These terms

These terms apply to all orders placed through this shop. By placing an order you agree to them. They don't affect your statutory rights as a consumer.

2. Our products

Our products are horse treats intended for equine consumption only — they are not for human consumption. Introduce new treats gradually and feed responsibly as part of a balanced diet; if your horse has specific dietary needs or health conditions, please consult your vet. Product images are for illustration; as everything is freshly made from natural ingredients in small batches, the finished product may vary slightly between batches.

3. Ordering & contract

Your order is an offer to buy. A contract is formed when we send you an order confirmation. We may decline an order (for example if a product is unavailable or we can't deliver to your area) and will refund any payment taken. You must be 18 or over to place an order.

4. Prices & payment

Prices are shown in pounds sterling (and may be shown in euro for EU customers). The Equine Bakery Ltd is not currently VAT registered, so no VAT is added. The price you pay is the price shown at checkout plus any delivery charge. Payment is processed securely by Stripe; we never see or store your full card details. If we spot a pricing error we'll contact you before proceeding.

5. Delivery & risk

See Shipping & delivery above. Risk in the goods passes to you on delivery.

6. Faulty goods & returns

See Returns & refunds above, which sets out your cancellation and refund rights.

7. Our liability

We don't exclude or limit our liability where it would be unlawful to do so (including for death or personal injury caused by our negligence, or for fraud). Otherwise our liability for any order is limited to the amount you paid for it. We are not liable for delays or failures caused by events outside our reasonable control.

8. Governing law

These terms are governed by the law of Scotland, and disputes are subject to the courts of Scotland. If you live elsewhere in the UK you retain the protection of the mandatory consumer rules of your home nation.

Privacy & cookies

The data controller is The Equine Bakery Ltd (trading as Highland Horse Sweets), Nairn, Scotland — info@highlandhorsesweets.com.

What we collect and why

• Account details (name, email, phone, password as a one-way hash) — to run your account and let you log in. Lawful basis: contract / legitimate interests (account security).
• Order & delivery details (addresses, what you bought, personalisation text, order history) — to take payment, make and deliver your order and keep financial records. Lawful basis: contract and legal obligation.
• Subscription details — to manage recurring orders you've set up. Lawful basis: contract.
• Marketing preferences — only if you opt in, to email you about new flavours and offers. Lawful basis: consent (you can unsubscribe any time).
• Security & activity logs (login times, IP address, basic usage) — to protect your account and our shop from fraud and abuse. Lawful basis: legitimate interests.

Payments

Card payments (including Apple Pay and Google Pay) are handled by Stripe. Your card details go directly to them — we do not see or store your full card number. If you set up a subscription, your card is saved securely by Stripe as a token (a reference) so future deliveries can be charged automatically; we only hold that token, never your card number. Stripe processes your payment data as a separate controller under their own privacy terms.

Who we share data with

Only where needed to run the shop: Royal Mail (delivery address, to post your order), Stripe (to take payment and securely store saved cards for subscriptions), and our hosting/email provider One.com (servers within the EEA). We don't sell your data or share it for third-party marketing.

How long we keep it

• Account details — while your account is active, then deleted within 12 months of closure on request.
• Order & invoice records — 7 years, in line with HMRC requirements.
• Security logs — typically 12 months, then deleted.

Your rights

Under UK GDPR you have the right to access, correct, delete or port your data, and to object to or restrict certain processing. To exercise any of these, email info@highlandhorsesweets.com and we'll respond within one calendar month. You can also complain to the ICO (ico.org.uk).

Cookies

This shop uses a single strictly-necessary session cookie (hhs_shop) to keep you logged in and hold your basket during your visit — no consent is required for this. We don't use advertising cookies. If we add analytics in future, we'll ask for your consent first.