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Returns Online

Online Exchange or Returns For Barnstaple Equestrian Supplies

We hope you will be happy with your purchases; however, if you need to return or exchange your online item/s, please read our full returns policy below carefully and follow the simple checklist before returning any items. (For damaged or faulty items, please go to the next section).

Online Exchange / Returns Checklist:

  • Check your timing; your item must be returned to us within 28 days of you receiving it/them.
  • All items in a new and unused state; your item will need to be in its original packaging with tabs, labels and accessories still attached. If the item is not returned in a new and unused state then we reserve the right to charge a handling and/or a cleaning fee and may not be able to process a refund (we will contact you to discuss this).
  • Send your item/s adequately packaged to:

Customer Service Team
Barnstaple Equestrian Supplies
Unit 6 & 7 Coxleigh Barton,  
Nr Shirwell
EX31 4JL

  • Parcel tracking; you will need to pay for the item to be returned - we strongly recommend Tracking as we cannot refund items which have been lost in transit back to us.  
  • If your item is found to be faulty return postage will be paid by us but only up to a standard 2nd Class tracking service.
  • Please allow 14 working days (from receipt of the item back to us) for the processing of your refund or to arrange a replacement.

Please note:

We will only refund or dispatch a replacement product once we have received your item back to us.

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, we reserve the right to not offer a replacement and may offer you the option of returning the item less a handling charge.

We are unable to accept refunds or replacements for:

  • Riding Hats or items designed for direct skin or hair contact due to health and safety.
  • Personalised items, unless faulty
  • Free items or bonus products

IMPORTANT: We guarantee to refund your monies back into your payment method within 14 working days from receipt of the item back to us.

Damaged or Faulty Items

We do our best to make sure everything works perfectly, but if it doesn’t - we are here to help.

Damages must be notified within 24 hours of you receiving the item.

Please call or email our dedicated Customer Service Team on:

01271 850278
Mon – Fri, 9am-5pm

Please provide us with sufficient information about your reason for returning the product and if you would prefer a refund or replacement.

If the item has been specifically ordered in for you, we reserve the right to not offer a replacement and may offer you the option of returning the item less a handling charge.


  • Faulty within 30 days of receipt of your product; we will provide a full refund if the item is faulty.
  • Faulty after 30 days and up to 6 months after receipt of your product; you will be offered a repair, replacement or partial refund depending on the product, usage and our manufacturers guarantees.
  • Faulty after 6 months of receipt of your product – unfortunately we cannot refund, repair or replace any products after a period of 6 months and would refer you to the manufacturers guarantees.

Please note:

Whilst you need to pay for the item to be posted to us, once we can confirm that the item is damaged or faulty, we will refund the cost of the postage up to the value of a 2nd Class Tracked Service.

We reserve the rights for having minor differences in product colours and details. If you have any doubts regarding those details (also regarding embroidery orders), we advise you to contact our Customer Service Team before placing an order. Minor product detail differences and slight changes in colours do not justify a claim.

IMPORTANT: We aim to resolve damaged or faulty products as soon as we can, but sometimes we have to return products to the manufacturer for their assessments and comments. Please allow 30 working days (from receipt of the item back to us) for us to process your refund or to arrange a replacement.  

Returning Items in-store

Items purchased online can be returned in-store with a completed Returns Form (see above sections). The return will be processed as per our Online Returns Policy. No refunds for online purchases can be processed in-store.

Packaging and Postage

Please package your item safely and securely and arrange the return to us via your selected courier or postal service, ensuring you have proof of purchase or tracking details. This will be refunded by us should the return be due to a damage or fault (please see our Terms).

We will acknowledge receipt of the item via email.

Lost Parcels and Unclaimed Orders

Please note we will be unable to process your return or exchange if it is lost in transit back to us - we strongly recommend that you return it with postal tracking.

If your order is returned to us ‘unclaimed’, we will contact you by email, telephone and mail.

We will attempt to resend your order once more. If we cannot reach you within 28 days, you will be invoiced for the item, plus postage and administration costs and the item will be disposed.

Our Promise To You

You can rest assured that our Customer Service Team will ALWAYS do their very best in processing your return, we will be here looking after you.