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This policy applies to everything you buy from us online.
We only offer a refund or dispatch a replacement when a Product Returns Form has been completed and we have received the item back to us.
That’s no problem. We offer a full refund on most products purchased online, as long as we have completed a Returns Form completed within 14 days of receipt and the item is received by us within 28 days of you receiving the goods. We reserve the right to charge a handling fee on items should it be that the goods have been handled or used beyond what is acceptable to inspect the products. To get your refund you will need to complete a Product Returns Form
If you’re returning an item because you’ve changed your mind, there may be a deduction from your refund if it has been damaged, opened more than necessary to check it’s working, or used more than reasonably expected.
If the item is part of our regular stock we will be happy to offer an alternative size or colour. However, if the item has been specifically ordered in for you you then we reserve the right to not offer a replacement and may offer you the option of returning the item less a handling charge. We therefore would prefer to make sure you are ordering the right item to start with.
You will need to pay for the item to be returned to us and as long as we receive the item in a state of un-use we will refund you the full cost of the item and the standard cost of carriage sending the item to you. We do not pay for the postage of returning the item to us.
PLEASE NOTE WE ARE UNABLE TO ACCEPT REFUNDS OR REPLACEMENTS FOR Riding Hats and items that are designed for direct skin or hair contact due to health and safety. We can not refund or replace Personalised Items unless faulty nor free items or bonus products.
We do our best to make sure everything works perfectly, but if it doesn’t, we are here to help. Our Customer Service is available Monday - Friday 11am - 4pm. Within the terms of 1.1 you will be offered a full refund, thereafter you may be offered a repair, replacement or partial refund depending on the product and usage and our manufacturers guarantees.
The right to obtain a refund is valid where products have been found to be damaged, faulty or incomplete upon delivery. We reserve the rights for having minor differences in product colors and details. If you have any doubts regarding those details (also regarding embroidery orders), we advise you to contact our customer service before placing an order. Minor product detail differences and slight changes in colours do not justify a claim. Apply common sense.
The quality of the product in relation to the price that was paid will determine whether a worn out product is eligible for refund.
Before we can send you a replacement we need you to fill out a Products Returns Form. It is important that you provide us with sufficient information about your reason for returning the product and if you would prefer compensation by a replacement. If the replacement is due to a faulty item or an error on our part, you will be either compensated for the return postage costs or provided with a prepaid option. We have no liability that might have been incurred due to the faulty or incorrect item.
You should allow 2-3 weeks for us to process your refund or to arrange a replacement.
Step 1. Complete our Product Returns Form.
Step 2. Ensure your item is clean - We will not handle unclean items
Step 3. Then safely and securely package your item.
Step 4. Arrange the return to us via your selected courier or postal service. This will be refunded by us should the return be due to a fault or damage.
If the item is not returned in a new, unused state then we reserve the right to charge a handling fee.
Horsey Shopping / Barnstaple Equestrian Supplies
Unit 7 Coxleigh Barton, Nr Shirwell
Barnstaple, Devon, EX31 4JL
Hours of Customer Services:- Mon - Fri 10am - 6pm (Returns are only processed during these times)
Please note that if your return or exchange parcel is lost when being sent back to us, you will only be compensated if you have the postal tracking code for the shipment.
If your embroidery order is returned unclaimed to us, we will contact you by email, telephone and mail. You have rights to get your embroidery items sent out once more. If we cannot reach you within 14 days, you will be invoiced for the item and return/administration costs. Item will be disposed.