Buying online can be a risky business! What if it doesn’t fit? or you don’t like the style? Or you’ve just changed your mind? Don’t worry, our returns and refund policy has been designed with flexibility in mind.
If you return your item(s) to us within 30 days of receipt in an unsoiled, undamaged and unused condition we will refund or exchange them for you. This includes all tags still attached and returned in the product packaging in which the items are sent out in. Please do not stick labels or notes to the products packaging. In event of these terms not being adhered to, we may be forced to deduct from your refund.
Customers are responsible for the arrangement and cost of returning items. We strongly recommend that proof of postage is obtained from the Post Office, as in the extremely unlikely event of us not receiving your item(s), you will need this in order to claim compensation.
Refunds within the statutory period are made in line with the Consumer Contract Regulations.
Please send all returns to: Returns Dept, Equestrimen, 19 Ploughmans Drive, Shepshed, Leicestershire LE12 9SG. Please include a note with the following information
- Your original order number
- Your name, contact number and email address
- Whether you would like a refund or an exchange (and what you would like as an exchange)
Exchanges are subject to availability, and a standard delivery charge of £4.99 will be required to send you your replacement items. We will be in touch via email to confirm the exchange and take payment for the postage of the replacement item.
If you have received an incorrect item, faulty item or have items missing from your delivery, please contact us within 3 working days of delivery, using our Contact Form or calling us on 07527 896850.
We will then be able to advise on the best way to proceed. Usually, this will involve the item being returned to our returns department for inspection and verification of the fault prior to dispatching replacements or issuing refunds.
Often the judgement of faulty items lies with the manufacturer or supplier, please allow time for their assessment and report.
Where incorrect items or faulty items are verified, Equestrimen UK Ltd will provide either a free post label or will arrange collection of the goods, whichever is more convenient. We will also cover the costs of outbound postage for replacement goods.
Where freepost label/collection of goods is not applicable, any return postage costs will need to be agreed with Equestrimen prior to return in order to be reimbursed.
All refunds will be made via the original payment method and can take up to 5 days to appear back in your account.