Risk-Free Purchase Guarantee
Your investment is protected by Africa’s most comprehensive equine purchase protection program.
Satisfaction Guarantee
30-day satisfaction guarantee on all purchases. If the horse doesn’t meet your expectations, we’ll work with you to find a solution.
Full Purchase Protection
Complete protection against misrepresentation, undisclosed conditions, or failure to meet advertised specifications.
Horse Exchange Option
If your horse isn’t the right fit, we offer a hassle-free exchange for another horse of equal or greater value within 30 days.
Refund Protection
Qualified refunds available for horses that don’t meet advertised specifications or have undisclosed conditions.
Complete Purchase Protection
What Our Guarantee Covers
Our Purchase Guarantee protects you against the most common concerns when buying horses internationally:
| Coverage Area | Coverage Period | Protection Level | Remedy |
|---|---|---|---|
| Misrepresentation of Breed/Pedigree | 90 days | Full Coverage | Exchange or Full Refund |
| Undisclosed Medical Conditions | 30 days | Full Coverage | Treatment or Exchange |
| Failure to Meet Advertised Specifications | 30 days | Full Coverage | Exchange or Partial Refund |
| Temperament/Behavior Issues | 14 days | Partial Coverage | Training Support or Exchange |
| Failure to Acclimatize | 60 days | Partial Coverage | Support or Exchange |
| Shipping-Related Issues | 7 days | Full Coverage | Veterinary Care or Compensation |
Protection Timeline
Your purchase is protected through multiple phases of ownership:
Initial Adjustment Period
Full protection against shipping stress, immediate health issues, and significant temperament concerns.
Satisfaction Guarantee Period
Full satisfaction guarantee. If the horse isn’t right for you, we’ll arrange an exchange or qualified refund.
Extended Protection
Continued protection against misrepresentation, pedigree issues, and major undisclosed conditions.
Lifetime Support
While formal guarantee ends, our lifetime support continues with advice, resources, and assistance.
Important Limitations
To ensure fairness and responsible ownership, certain conditions apply:
- Guarantee requires proper care, facilities, and nutrition as outlined in our care guidelines
- Protection is void if horse is sold, leased, or transferred to another owner
- Normal wear and tear, aging, or minor behavioral quirks are not covered
- Issues resulting from accidents, negligence, or improper training are not covered
- All claims require veterinary documentation and evidence
- Guarantee applies only to the original purchaser and is non-transferable
How Our Guarantee Works
Our guarantee process is designed to be straightforward and stress-free. Here’s what happens if you need to make a claim:
Report the Issue
Contact our Guarantee Department within the coverage period. Provide details of the concern and any supporting documentation.
Assessment
Our team reviews your claim, consults with our veterinarians, and may request additional information or a veterinary examination.
Solution Proposal
Within 72 hours, we’ll propose a solution: exchange for another horse, refund (full or partial), or other appropriate remedy.
Resolution
Once agreed, we implement the solution promptly. For exchanges, we handle all shipping logistics at our expense.
Auction Purchase Protection
Auction purchases receive special protection under our guarantee program:
Deposit Protection
Your auction deposit (R1500-R2500) is protected. If the horse has undisclosed issues, your deposit is fully refundable.
“No Show” Protection
If you cannot pick up your auction win due to unforeseen circumstances, contact us within 48 hours to discuss options.
Post-Auction Inspection
All auction horses are available for post-purchase inspection within 7 days. Issues found may qualify for exchange or refund.
Important Auction Terms:
- Auction deposits are forfeited if you win a bid but fail to arrange pickup without contacting us (“no show”)
- All auction purchases are subject to the same health and purchase guarantees as regular sales
- Auction-specific claims must be made within 14 days of horse receipt
- Additional auction terms apply – see our Auction Terms & Conditions
Why Our Guarantee is Superior
Compare our comprehensive protection with what other horse sellers typically offer:
| Protection Feature | Pone Horses | Typical Breeders | Auction Houses |
|---|---|---|---|
| Satisfaction Guarantee Period | 30 Days | 7-14 Days | No Guarantee |
| Health Guarantee | 30 Days Comprehensive | 14 Days Basic | “As Is” Sale |
| Exchange Option | Yes, Hassle-Free | Rarely Offered | Never Offered |
| Refund Protection | Qualified Refunds | Rarely Offered | No Refunds |
| Shipping Protection | Full Coverage | Buyer’s Risk | Buyer’s Responsibility |
| International Support | Full Global Support | Limited or None | No Support |
| Lifetime Consultation | Included | Not Offered | Not Offered |
Understanding Exclusions
What Our Guarantee Does Not Cover
To maintain fairness and encourage responsible ownership, certain situations are not covered:
Change of Mind
Simply changing your mind about the horse after the 7-day adjustment period (unless exchanged under our satisfaction guarantee).
Owner-Induced Issues
Problems resulting from inadequate facilities, improper care, accidents, negligence, or failure to follow our care guidelines.
Normal Characteristics
Normal aging, wear and tear, minor behavioral quirks, or individual personality traits that don’t constitute misrepresentation.
Third-Party Actions
Issues arising from actions of trainers, farriers, veterinarians, or other third parties not authorized by Pone Horses.
Proactive Protection Tips:
- Follow our acclimatization guidelines carefully when receiving your horse
- Schedule a veterinary examination within 7 days of receipt
- Maintain proper facilities and nutrition as outlined in our care guides
- Contact us immediately with any concerns – early communication leads to better solutions
Purchase With Complete Confidence
Our comprehensive Purchase Guarantee means you can invest in your dream horse with complete peace of mind. With decades of experience and thousands of satisfied customers, we stand behind every horse we sell.