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Returns Policy

SUMMARY

Inevitably sometimes products purchased are not a perfect fit, or indeed exactly as you the customer would wish. In these cases we are delighted to accept returns, BUT they must be in the original packaging and be in a state that allows us to sell the item. There are however some simple rules that we would ask you to adhere to.

You are responsible for the packaging and freight costs to return these items.

Before you send the items back, please contact us for a RETURNS number. This will then ensure that we process your requirments as quickly and efficiently as possible.

Can I change or cancel my order?
If you would like to either cancel or change your order please phone us on 01494 758239 as soon as possible to ensure we do not dispatch your order.

A cancellation or change of an order must also be confirmed by email.

If your order has already been dispatched or you have received your item(s) then please see information on exchanging an item or returning for a refund below.

I would like to return my order for a refund
We hope you will be pleased with your purchase, however should you wish to return anything bought from us, we will be happy to refund a product, provided (in the case of any non-defective products) it is in a fully resaleable condition.

If you wish to return your order you must inform us, by any durable medium (e.g. letter or email) within 7 working days of receiving your goods. You do not have to give any reason for cancellation. However, a brief explanation will help us to improve the service we offer to customers in the future. Return of the item(s) should be made within a reasonable time and with the original packaging.* (Please see below for exceptions to this policy.)

If the item was part of a bundle deal, or was advertised and supplied with a free gift the complete bundle/free gift must be returned with the item, unless this is otherwise agreed in writing (ie letter or email). In this case a charge may be made for the items that are not to be returned.

A refund will only be credited onto the account from which the original payment was made.

*Unfortunately we cannot accept returns on custom-made, personalised or special order items as well as Videos, DVD’s, CD’s and computer software or games unless they are faulty. Please note special orders and personalised orders cannot be cancelled once the order has been completed.

To return an item, wrap the package securely and send the item(s) to be returned back to us at the address below. You do not have to give any reason for cancellation but a brief explanation will help us to process your return and refund promptly. Please ensure you include your order number and contact details with your return.

Return Address:
Returns Department
Equine Country Store
Bellingdon End Farm
Bellingdon
CHESHAM
HP5 2UR

Please note that you as the customer are responsible for the cost of postage unless the item is faulty/not as ordered.

For your protection we recommend that you use a recorded delivery service when returning your item(s) back to us and would always recommend obtaining proof of postage, as we are not liable for any loss or damage whilst in transit.

I would like to return my order for an exchange
We will be happy to exchange a product bought from us, provided (in the case of any non-defective products) it is in a fully resaleable condition.

If you wish to exchange the whole or part of your order, you must inform us, by any durable medium (e.g. letter or email) within 7 working days of receiving your goods. We will then confirm we have stock of the item you wish to exchange for. If we do not have stock of the item requested we will offer an alternative or a refund (please see above for details of returning items for a refund).

Once an exchange has been agreed, return of the item(s) should be made within a reasonable time and in the original packaging. We are unable to “hold” items for exchange, so it is advisable to return items for exchange as promptly as possible to help ensure stock availability.
If the item was part of a bundle deal, or was advertised and supplied with a free gift the complete bundle/gift must be returned with the item, unless this is otherwise agreed in writing (ie letter or email). In this case a charge may be made for the items that are not to be returned.

If the value of the original item is more than the value of the item to be received in exchange we will refund the difference. A refund can only be credited onto the payment method used to the original purchase. In the value of the original item is less than the value of the item to be received you will be required to pay the difference. In either case, you will also be responsible for any postage costs.

Unfortunately we cannot accept exchanges on custom-made, personalised or special order items as well as Videos, DVD’s, CD’s and computer software or games unless they are faulty. Please note special orders and personalised orders cannot be cancelled once the order has been completed.

To return an item for exchange, wrap the package securely and send the item(s) to be returned back to us at the address below. Please ensure you include your order number and contact details, along with details of the requested exchange. We would advise including a completed copy of out returns form to ensure we can deal with your request promptly.

Return Address:
Returns Department
Equine Country Store
Bellingdon End Farm
Bellingdon
CHESHAM
HP5 2UR

Please note that you are responsible for the cost of postage unless the item is faulty.

For your protection we recommend that you use a recorded delivery service when returning your item(s) back to us and would always recommend obtaining proof of postage, as we are not liable for any loss or damage whilst in transit.

Can you collect an item for return or exchange?
Equine Country Store can offer a collection service where the item to be exchanged/refunded can be collected from the delivery address. This service will be charged at £12.00 per parcel (with a maximum weight of 30kg per parcel). Please ensure you package up the item appropriately as we cannot accept responsibility for any damage to the item whist it is on its way back to us.

If you require this service please call our Customer Services team on 01494 758 239

Can I return or exchange my order in the retail shop?
Yes, simply bring your item(s) into the shop, accompanied with your original invoice/receipt and the staff will be happy to help. The Shop location can be found on our Contact Us page of the website. However please make sure you inform us, by any durable medium (e.g. letter or email) within 7 working days of receiving your goods of your intention of returning the goods to a store.

What happens if I have had the order longer than 7 working days?
We may be able to accept returns for up to 30 days after receipt of the goods, where items have been ordered as a gift, for example. Please contact us as soon as possible and we will do our best to help. Please note you will be responsible for the cost of returning the item back to us, and we are unable in this case to refund the original postage costs.

What happens if my order arrives damaged?
We pack orders as securely as we can to minimise the likelihood of damage during transit, but in the unlikely event something in your order is damaged, please contact us with the details within 24 hours of delivery and we'll be happy to arrange collection and replacement as quickly as we can.

Please Note: We will require either photographic evidence or a collection/return of the damaged goods and the packaging must be retained until further notice. If a customer accepts a damaged parcel knowingly the damage must be specified on the courier driver's signature terminal.


What happens if I've been sent the wrong items or an item is missing?
We have a checking system in place to ensure that customers receive the correct items, but in the unlikely event a mistake has happened and you've been sent the wrong item, or the wrong number of items, please contact us as soon as possible so we can investigate and resolve the issue as quickly as possible. Please Note: You must notify us of any missing/incorrect items within 7 days of receiving the order for any action to be taken.

Please note: We cannot be held responsible for any items ordered in error. Please make sure you check your order confirmation carefully and contact us as soon as possible if a mistake has been made (see "Can I change or cancel my order?” above). If you realise you have ordered incorrectly upon receipt of goods, please follow the returns or exchange procedures as detailed above.

Due to health and safety reasons, we cannot accept any soiled goods to be returned. Please ensure that when you try rugs on your horse you use an under rug/sheet underneath in case the rug needs to be returned. Also with horse bits please make sure you measure the new bit against an old one before trying, some bits of the same size can have slight differences.

Horse bits must be returned with the original tags and the mouth piece must be unmarked/unsoiled.

Please also take particular care with items which are easily damaged. If you need guidance on the best way to try any item without damaging it, please contact us. When trying on goods it should be reasonably apparent before fully trying on the goods whether they are likely to fit or not and you should not stretch goods or force zips or fastenings as this may damage the goods and cause injury to you or your pet.

If the product returned is not in fully resaleable condition or the packaging is damaged and we deem this to be a breach of your statutory duty to take reasonable care of the goods whilst in your possession, we reserve the right to claim against you the costs for the reduction in value. This does not affect your statutory rights.