Disclaimer: This is a fictional returns policy for an imaginary equine store, created for illustrative/example purposes only. It does not represent a real business, and no order can actually be placed or returned against it.
Standard Returns
You may return most unused items within 30 days of delivery for a full refund or exchange. Items must be unused, unworn, and in their original packaging with all tags attached.
How to Return an Item
- Download and complete our returns form, including your order number and reason for return, then email it to the team.
- We'll email you a returns label and reference number.
- Pack the item securely, including the original packing slip and completed returns form where possible.
- Drop the parcel at any of our approved courier locations, or arrange a collection for bulky items.
Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned unless faulty:
- Grooming brushes, sponges, and other personal care items
- Fly masks, boots, and bandages that have been used
- Feed, supplements, and other consumables (once opened)
- Made-to-order or personalised items (e.g. embroidered rugs, engraved tack)
- Earrings and other pierced products (not applicable, but standard hygiene wording — remove if irrelevant)
Faulty or Damaged Items
If an item arrives faulty or damaged, please contact us within 48 hours with photos of the issue. We'll arrange a free return and offer a replacement, repair, or full refund, including original delivery costs.
Saddles & Tack
Due to the fitting process involved, saddles and tack items may be returned within 14 days provided they show no signs of use beyond a trial fitting. We recommend trying saddles on a clean, dry surface indoors before riding.
Rugs
Turnout and stable rugs may be tried on for size but must not show signs of wear, dirt, or hair. Rugs returned with visible use will not be eligible for a refund.
Refunds
Once your return is received and inspected, refunds are processed within 5–7 working days to your original payment method. You'll receive an email confirmation once your refund has been issued.
Exchanges
Need a different size or colour? Let us know on your returns form and we'll prioritise dispatching the replacement as soon as the original item is received.
Return Postage Costs
Return postage is free for faulty items. For change-of-mind returns, a small postage fee may be deducted from your refund, or you're welcome to arrange your own return shipping at your own cost.