EU Right of Withdrawal

This section applies to customers based in the European Union only.

Under EU consumer law (Directive 2011/83/EU), customers based in the European Union have the right to withdraw from eligible purchases within 14 days of receiving their order, for any reason and without needing to provide an explanation.

How to submit a withdrawal request

To exercise your right of withdrawal, please use our dedicated Withdrawal Portal:

Submit a Withdrawal Request →

You will need your order number and the email address used when placing your order.

You may withdraw from all or part of your order, provided the items are eligible under the terms below.

What happens next?

Once your withdrawal request has been submitted, you will receive an acknowledgement email confirming that we have received your request.

Items must be returned to us within 14 days of notifying us of your decision to withdraw.

Provided the returned items comply with our withdrawal requirements, refunds will be issued as soon as possible once the goods have been delivered back to our offices in the UK. 

The cost of returning goods is the responsibility of the customer. Except in very rare cases where a faulty or incorrect item has been sent. Prior approval must be given for us to cover returns shipping costs in all cases. 

Goods not covered by the Right of Withdrawal

The right of withdrawal does not apply to:

• Customised, personalised or made-to-order items created or modified to your specification.
• Items that have been used, worn, damaged or altered by the customer beyond what is necessary to inspect the goods.
• Horse bits that have been placed in a horse's mouth, for reasons of animal welfare, hygiene, and international biosecurity requirements.
• Any other products excluded from the right of withdrawal under applicable consumer protection legislation.

If you are unsure whether your item is eligible for withdrawal, please contact our Customer Care team before submitting your request.

Contact Us

If you have any questions regarding your right of withdrawal, please contact our Customer Care team and we will be happy to assist.