Our Policy Lasts 30 Days
Exchanges
1. Exchanging is easy. Simply place a new order, and we'll get your new item(s) to you as quickly as we possibly can. You can then proceed to the next step to send your unwanted item(s) to us.
Returns & Refunds
1. Our returns & refunds process is easy. If you no longer want an item or if you've already placed an order for the new one, please proceed to the returns page or send us an email to info@equestrianco.com for instructions.
2. Pack your product(s) securely and take the parcel to a post office or arrange a courier to collect it.
That's it. We'll take care of everything else. Upon receiving your item, we'll inspect and issue a refund within 5 - 10 business days. Refunds are issued to the original method used for payment.
Important to note:
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original, undamaged packaging with original tags attached.
Non-returnable items & services:
- Gift cards
- Made to order / bespoke items
- Personalised items
- Delivery costs (surcharges, expedited, international)
- Small order fees
Buy One Get One Free (BOGOF)
Both items must be returned for a refund. You cannot keep the free product.
Buy X For £ (e.g. buy a product and receive a similar product for half the price)
Both items must be returned for a refund. You cannot keep the discounted product.
Buy X Get Y (e.g. buy a product and receive a free gift)
Both items must be returned for a refund. You cannot keep the free gift.
What happens when I return an item?
Please allow up to 2 weeks for delivery & inspection of your returned item. Once your item is inspected, you'll receive a refund email notification. It will then take between 2 and 4 business days for our payment processor to issue a payment to your bank or PayPal account.
Late or missing refunds (if applicable)
If you haven’t received a refund notification yet and it has been more than 10 business days please contact us. If you have received a refund notification, but haven't received your refund, first check your bank account / PayPal account again. Please allow 4 business days for payment processing before contacting us.
Special items
For safety reasons, electric fencing supplies and gas showers can only be returned if the product hasn't been taken out of the box. Other special items such as batteries are non refundable. Please contact us for more information. Even if the item has been taken out of the box, we might be able to offer a partial refund.
Delivery costs
Exchanges / Standard Returns
Always use tracked delivery when returning an item. Consider purchasing insurance if the item is valuable. We cannot be held responsible for returns lost by the courier. We do not provide free returns. If you've ordered more than one item, please note that we might request you to return items to different warehouses. In rare circumstances (less than 0.02% of cases), we might also ask you to return products to our warehouse located overseas.
Faulty Products
In the unlikely event that you receive a faulty / damaged item, please send us email with pictures of the fault. You'll then be asked to return the product to us for inspection. If the product is not faulty and as described, we'll not be able to refund the return costs.