Surprise Mountain Lda is a company based in Portugal and we ship our products from our office in Sintra outside Lisbon. We sell our products worldwide through our online shop creativeriding.horse
After you have ordered from our online shop, you bind yourself to uphold the contract by checking your email. All our communication regarding your order is made via the email you provided at the point of purchase. Please also check if any of our emails are in your spam.
When you order from our online shop, you must provide the correct information. If you submit an incorrect email address or postal address, etc, Surprise Mountain Lda will not be held responsible for any delay or non-delivery of the order. If you have submitted incorrect information and need your order to be reshipped, you must agree to pay an invoice for the additional book and the shipping fee. Orders with incomplete or inaccurate addresses are usually returned to us and we will inform you by email if it has been returned.
We are always here to help you, with any problems or questions. Contact our Customer Support here email@example.com
In co-operation with Stripe and PayPal, we offer card payments and online payment.
For more information about your payment see: stripe.com and paypal.com
The prices of our products and shipping are by default in European Euros including VAT (excluding the VAT for countries outside the EU in the cart) and can be changed to the following currencies excluding the VAT in cart when delivery destination is added: US Dollars, GB Pounds, Canadian Dollars, Australian Dollars, New Zealand Dollars, South Africa Rand.
We reserve the right to change the prices without any forewarning but not after you made your order.
The prices should be accurate when ordering and are valid, no matter if the prices go up or down after the order is made.
In the check-out, you can see the total price including postage fee and any applicable discounts. At the check-out, you will find the complete postage and payment Terms and Conditions.
Delivery Terms and Conditions
Surprise Mountain Lda uses CTT Portugal for our shipments. Surprise Mountain Lda reserve the right to change pricing as per the postage contracts.
If you are ordering goods for delivery outside of the EU, please note that your consignment may be subject to import duties and taxes, which are levied once the goods reach the country of destination. Any such charges levied in relation to customs clearance must be borne by you. It is accepted by you that Surprise Mountain Lda has no control over additional charges in relation to customs clearance. We recommend that you check with your local customs officials or post office for more information regarding importation taxes/duties that may be applicable to your online order.
Surprise Mountain Lda processes your order within 1-5 working days from our office in Portugal. Thereafter, it is the responsibility of our shipping partners to deliver your order.
We advise you not to accept the package if it is damaged or opened, as we can’t accept responsibility for damaged caused during postal delivery.
Under normal shipping conditions, delivery time, are usually between 1-2 weeks from the sending date. However, delays can occur depending on your country’s customs process, postal service, public holidays or in the time of the Covid-19 Pandemic. We will not be held responsible for these delays and ask for the patience and understanding of our customers.
Delay of order
Our shipping partners do everything they can for your order to be delivered to you as soon as possible but delays can occur. We can therefore not guarantee a specific delivery date or be responsible for any delivery delays. You agree to check your email inbox as well as the spam and to contact us immediately if anything seems to be going wrong with the delivery. On rare occasions where the tracking information states the package is delivered but the customer disputes this, the customer must agree to contact their local post office of the shipping company. Surprise Mountain Lda does not take responsibility for these cases.
Tracking you package
You are able to track your books on the link provided in the email sent to you after we have processed your order as well as a tracking email and/or text message directly from our shipping partner. Enter in the site of CTT expresso and track your book.
Right of return and resend
As a customer you always have the right of 14 days Right of Return (counted from the day you receive the product).
Should you want to return a product, you need to get in contact with us via our support at firstname.lastname@example.org. After you have exercised your rights of return, you shall without delay return the product, at the latest, 14 days after exercising your right. We refund three days after we have received the book.
Your Rights of Return shall only be accepted if the book/books are unopened and unused. Pack the order in adequate packaging to avoid getting damaged on the return. Remember to not forget to write your name, contact details and order number, otherwise, we can not connect the return to you.
We do not offer any return fees. You agree to pay the postage fee for the return yourself.
The return shall be made to:
Surprise Mountain Lda
Rua da Praia da Adraga 26
For unclaimed letters or packages, we charge you for the order and postage-fee. Unclaimed letters or packages cannot be exercised with the Rights of Return. If you wish for a resend of your order, you agree to be sent an invoice with the new postage fee. The package will not be sent until the payment has been paid and processed.
The Rights of Return do not fall under digital goods as they cannot be returned because of the nature they were obtained. The Rights of Return cannot be exercised with defect or faulty goods as they fall under complaint.
If a product strays from the contract made between you and Surprise Mountain Lda or does not match the description given of the product by Surprise Mountain Lda, a complaint can be made. Only faults before delivery can fall under the rights of Complaint and do not cover faults occurring from normal usage. The Right of Complaint to Surprise Mountain Lda should be made immediately after the fault has been discovered, at the latest 60 days after the order has been made. Surprise Mountain Lda have 30 days to resolve the situation or resend the product. We don’t make refunds for postal delays beyond our control.
Submit you complaints to email@example.com
We follow The National Board for Consumer Disputes of Portugal and the Portugal law if any dispute occurred.
Surprise Mountain Lda reserve the right for any out-of-stock, delays, technical issues, postponement of release dates and inaccurate product information. Surprise Mountain Lda reserve the rights for price changes in the online shop without any prior notice. Orders made before the price change will remain the same.
If you have any queries, please contact our customer support, firstname.lastname@example.org
No part of our books or products may be reproduced, stored in a retrieval system or transmitted, in any form or by any means, electronic, mechanical, photocopying, or otherwise, without the permission of the authors and publishers. All rights reserved. The authors shall have neither liability nor responsibility to any person or entity with respect to any loss or damage caused or alleged to be caused directly or indirectly by the information contained in the books or products.
Surprise Mountain and the authors does ot take the responsibility for how you make the exercises, horses are big and strong animals and can be harmful. We advice you to use helmet and safety west every time you ride.
Sintra 30/9 2021