Returns Policy
Not happy with your purchase? Not a problem... Let's sort it out! Below you can read our returns policy. To make a return, click here.
In order to qualify for a return (exchange or refund), we require the goods to be received back at our offices within 28 days from the date the order was delivered to you*.
We will be offering an extended returns policy on an items purchased from November 28th-December 24th 2024 - and will be happy to offer refunds on any orders* received back here by January 31st 2025
*The usual exceptions will apply and can be viewed below.
Our portal is time restricted so please contact us if you need a returns label
Please note there are some exemptions which are listed below in bold.
Returns received within 60 days from the date your order was delivered will be issued a credit note. Returns received more than 60 days from the date your order was delivered will not be accepted.
If you return via Royal Mail from within the UK using our portal, the transit time is usually 2 business days.
If you return via DHL using our portal, the transit time is usually about 3-5 business days for a parcel to get back to us.
We can only accept returns on items which are new, have never been used (except tried on obviously!) and have their original tags attached.
A minimum cleaning fee of 5% of the price of the item/ items will be applied to any returns which arrive in a non-saleable condition. In severe cases, if items are extremely dirty or appear washed or worn the return will be rejected.
You can request to cancel your order at any time before it has been dispatched. We will try our best to honour your request, but please bear in mind this may not always be possible.
Exemptions
Gift cards - All gift card sales are final. No refunds can be given.
Used Riding helmets - Riding helmets can only be returned if they have been tried on solely for the purpose of checking the size (or style/ fit), and have not been used. For safety reasons, we cannot accept your return if there is evidence the hat has been used.
Used or tried horse bits - Horse bits can only be returned if they have not been in the horse's mouth. If they have, we cannot accept returns for reasons of health and safety.
Custom items - including Flex-on customisable stirrups and Pikeur Luis and Klea Vario jackets cannot be returned.
Special offers - promotions for buy X get Y 25% off for example can only be returned for exchanges or credit notes, not refunds.
Exchanges
If you would like an exchange, it's always best to let us know the item(s) you'd like to swap to as soon as possible, so that we can reserve these for you.
We offer free economy shipping on exchanges (for all items excluding Eskadron rugs).
Requested items will be held at our offices for 30 days from the date of request before being made available for general sale.