Your rights as a consumer (a private individual) to return goods are protected under the EU Distance Selling Directive. The EU Distance Selling Directive does not apply to business-to-business transactions.
You are entitled to cancel your order within 14 days from receipt of goods and to return them for a full refund. You may also return the item for exchange if you prefer (different size and/or colour for example). Do this by contacting us by email or telephone and quoting the order number supplied to you. We will issue you with a Returns Authorisation Number and Returns Guidance Note for the safe return of the goods. Please do not make an unauthorised return as it will not be accepted by us. You are responsible for the cost and risk of loss or damage when returning the goods, so you should take out enough postal or shipping insurance to cover their value. You will also be charged for the cost of sending any items out to you in exchange.
Returns should be received by us within 14 days from authorisation.
If the goods have been in your possession for over 14 days but less than 30 days, then we may authorise a GOODWILL return for either exchange, or for a store credit. We will issue you with a Returns Authorisation Number and Returns Guidance Note for the safe return of the goods. Please do not make an unauthorised return as it will not be accepted by us.
Customers returning from non-EU countries should ensure that our Returns Guidance Notes are followed and the return parcel and tax label are clearly marked 'customer returned used or faulty goods'. The clear identification of a 'customer return' is important in ensuring no re-import taxes and clearance fees are charged as we will not pay these costs.
Any goods returned should be in re-saleable condition, unworn, completely unmarked and hair-free, with all retail tags and tickets attached, all instruction manuals/CD's enclosed, and all retail packaging undamaged.
This cancellation policy does not affect your rights when we are at fault - for example, if goods are faulty or misdescribed.
RETURNING YOUR ITEM - FOR REFUND OR CREDIT
For most items we recommend using the second class signed for service offered by the Post Office (Royal Mail). This allows you to track your parcel, whilst keeping costs down. If you find that postage through Royal Mail is too expensive, we can arrange a courier collection at a cost of £6.95 (UK Mainland inclusive postcodes only). If you wish to use this service please contact us so that we can arrange this for you.
All refunds are made back to the original payment method. This means that the refund will be returned to your original payment card, or to your PayPal account, depending on how you paid in the first instance.
We advise that you allow up to 14 days for refunds to be processed, however most are completed well within this time. You will receive an email, either from us or from PayPal, to inform you that your refund has been issued.
RETURNING YOUR ITEM - FOR EXCHANGE GOODS
For Mainland UK inclusive postcode customers we can offer our SWAP-IT service. For a cost of £8.00 our delivery service partner will collect the item you wish to return to us and deliver the exchange item in one single action on a day convenient for you. You may find this a cost and time-effective option especially for items over £50.00 in value (Royal Mail's standard insurance cover) or those that are large and bulky such as horse rugs. If you wish to use this service please contact us so that we can arrange this for you.
We advise that you allow up to 14 days for exchanges to be processed, however most are arranged within 2-5 working days of having received the returned item.
GOODS INCORRECTLY SUPPLIED
Firstly, we are very sorry for any inconvenience caused. We do our best to avoid making mistakes with orders by following a series of stringent checks before despatch to the customer. We will issue you with a Returns Authorisation Number and Returns Guidance Note for the safe return of the goods. Please do not make an unauthorised return as it will not be accepted by us.
Once your item has been received and the error will be verified. Once verification is complete we will refund your return postage costs up to a maximum value of £6.95. If the return postage is going to cost more than this, please contact us so that we can arrange a courier collection (Mainland UK inclusive postcodes only), the cost of which will be covered by us once the error has been verified.
We are very sorry to hear that you are not happy with the quality of your item. Your next steps will depend on how long you have had the item:
Within 6 Months
You may be entitled to a repair or replacement and we may also offer you the option of an exchange or credit note. If we are unable to repair or replace a faulty item, we will refund you back to your original payment method. However if the product has been used we may deduct a percentage for you benefitting from this use.
After 6 Months
Only if your product is covered by a warranty period may you be entitled to a repair or replacement. For most items we cannot put any fault down to a manufacturing issue after this length of time.
Returning a Faulty Item
We will issue you with a Returns Authorisation Number and Returns Guidance Note for the safe return of the goods. We ask that you send the item back for inspection clean and dry. Please do not make an unauthorised return as it will not be accepted by us. Our Customer Service Team will inspect the item and we will contact you with the outcome as soon as possible. Please allow 2-5 working days for the inspection to take place.
Once the manufacturing fault has been verified, your return postage will be reimbursed up to a value of £6.95. If the cost of returning the item is going to exceed this we are able to arrange a courier collection for the cost of £6.95 (Mainland UK inclusive postcodes only) if required, otherwise we recommend using the second class signed for service available through your local Post Office.
Please note that if the item is deemed upon inspection to have been damaged through wear, force or misuse rather than a manufacturing fault, the item would remain your property and you would need to cover the postage cost to have the item returned to you.
EXCEPTION ITEMS (NON-RETURNABLE)
Some products sold by us are not accepted for return. These include Animal Feed Stuff, Supplements, Veterinary Products, Underwear (Lower Body), Perishable Goods, Custom Order and Bespoke Order Body Protectors, Riding Boots, Riding Hats, Riding Jackets, and Horse Rugs.
HEALTH & SAFETY AT WORK
Please bear in mind that health and safety at work legislation prevents us from handling soiled or wet items. We reserve the right to return these items to you at your cost should they be deemed in an unfit condition to handle.
These terms apply to your order. We may change our terms and conditions at any time, so please do not assume that the same terms will apply in the future.
None of these terms affect your legal rights and these are not diminished in any way. If any term is held to be invalid under any applicable statute or rule of law, that term is automatically omitted from the terms to minimum extent necessary to comply with the law and without affecting the validity or enforceability of the remainder.