CUSTOMER RETURNS & EXCHANGES
Closed 20th Dec - 3rd Jan for Christmas
HOW TO RETURN AN ITEM
Please email us at firstname.lastname@example.org if you wish to return an item, we shall then get back to you with the return details.
GENERAL RETURN DETAILS
All authorised returns must be accompanied by your name,address and post code.. All authorised returns must be received back by us within 14 days from us accepting the return. All returns must be complete with their original retail packaging which must not be damaged or defaced in any way, all tags intact, unsoiled, odour free, and the item must be fit for retail resale. Leather boots must be in the same condition ie: free from creases in the leather, if not the item will be returned back to the sender, at their cost. The buyer is responsible for the cost of return postage and for any loss or damage in transit.
You have a legal obligation to take care of any product in your care to ensure they remain clean and are not damaged in any way, if you fail to comply with this obligation we may have a right of action against you for compensation.
Due to Health and Safety regulations plus the potential hygiene issues associated with the inspection and handling of horse clothing we are unable to handle and inspect any items returned to us unless they are clean and dry (Health and Safety at Work Act 1972).
Any item that is deemed to be an unauthorized return due to failure of following our returns policy will be held at our premises for a 6 month period and then destroyed if arrangement for it to be collected has not been made by you. This includes items returned as faulty but have been subsequently found not to be faulty,and any item that we have not been able to fully inspect due to not arriving to us in a clean and dry condition.
RETURN OF BOXED ITEMS (BOOTS/SHOES)
The boxes are also part of the item and therefore should be returned in a perfect sell-able condition and are unable to accept them back as a return if :-
- The tags have been removed.
- They are marked, soiled, stretched, bleached or damaged in anyway.
- They are scented with aftershave, perfume, deodorant or smoke.
- They have been washed.
- The soles have been worn outside.
- The inner sole is covered in sock fluff or hair.
- For hygiene reasons we cannot accept returns for underwear and socks unless faulty
- The shoe box has been used directly as the postal box - is visibly marked and/ or damaged.
For all shoe returns we require the original shoe box, the shoe box is included as part of the goods. This needs to be unmarked and cannot be used directly as the postage box. We cannot accept shoes if the box is missing, damaged or marked as we cannot sell them to another customer.
All goods/ products are the responsibility of the customer until they have been delivered to us.
We reserve the right to refuse a return if we deem it to be in an unsuitable condition to sell on and the items may be returned to you at your own cost after correspondence via email.
DEFECTIVE OR FAULTY GOODS RETURN
For the return of claimed defective or faulty goods we may require photo graphical evidence of the defect/fault prior to authorising the return. The photographic evidence may be sufficient for us to refund or replace the item without the need to have the item sent by post to us. Goods returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us, faulty items returned to us by you are still required to be clean and unsoiled.
Due to Health and Safety regulations plus the potential hygiene issues associated with the inspection and handling of horse clothing we are unable to handle and inspect any items returned to us unless they are clean and dry (Health and Safety at Work Act 1972). If we cannot inspect the item we can not issue a refund as we will have no proof of the claimed fault.
If your item is damaged in transit or a manufacturing fault is detected upon inspection you should call us on 01752-896537 immediately. In this instant we will replace your item upon receipt of the damaged item and refund any carriage cost incurred by you as long as we receive proof of postage payment. The item must be returned in its original packaging and clean as it should not have been used by you if damaged in transit. If we cannot send out a replacement due to being out of stock we may offer an alternative or issue a refund.
Any items returned for exchange must be in their original condition which is stated above with the appropriate postage charge included with your name, address, postcode and date of purchase.
REFUNDS FOR ORDER CANCELLATIONS & RETURNS
Please note that all refunds will be made by the same method as the original purchase payment, unless by prior agreement by both parties. All refunds will be completed within the 30 day window most often within 3 days of receipt and inspection of returned goods minus the postage charges.
AUTHORISED RETURNS – FIT FOR RESALE
If an authorised return is received and it is not suitable for resale (damaged, used, defaced,or missing retail packaging) and we believe we cannot offer the item for resale, it will be returned to the customer at their cost.
Health & Safety
Due to Health and Safety regulations plus the potential hygiene issues associated with the inspection and handling of Footwear and Horse Clothing, we are unable to handle and inspect any items returned to us unless they are clean and dry (Health and Safety Act 1972).
All refunds of items with free postage will be made minus the original postage charge that we incurred to send that item out.
ITEM COLOUR CHOICE
If you do not specify a colour choice or preference for your purchase (in colour choice listings) we will usually contact you requesting this information via email, and thereafter if no response has been received we may cancel and refund your order. We cannot be responsible for variations in colour shade due to differences in monitor performance and software quality.