We offer a no hassle 30 day return policy for refunds & exchanges!
We want you to be extremely satisfied with every purchase delivered to your door. On the odd occasion that you may need to return goods to us, please read the information below to find out how to make this process straightforward.
If you have an account: Please login to your Customer Account; on the left hand menu, you will see a tab called 'My Returns' please click this tab. Once on the product return section, click on the 'Request for a return' tab and select the order you wish to return. Simply select which item/s you want to return and select the reason why stating if you require a refund or exchange. Process your return and then return the goods to us.
If you do not have an account: Please download our returns & exchange form and enclose with any goods you wish to send back. This form will be on the reverse of your invoice if you do not have a printer.
We offer a straight forward, low cost returns service for UK orders
Simply click on the Royal Mail Return Label Generator to create a returns label for your product; package the item in clean, dry packaging, attach your label, enclose your returns form and pop it into your local post office at your convenience. Goods must be returned with all original labels and packaging in tact. This service is fully tracked.
At present, this service is not free but costs £4.99 which we deduct from your refund or reprocess from your original payment method; this also covers the cost of sending your replacement parcel if you have opted for an exchange.
Please note your return must meet our size and weight criteria to be eligable for this service (depicted below for a box and tube); at present, we do not offer a returns service for items over this size / weight; goods must be returned at the customers expense.
I do not have a printer, what do I do?
If you do not have a printer to print off your Royal Mail returns label, do not panic! Once you have created your returns label, Royal Mail will email you a QR code which can be presented at any post office. The post office will print your label off for you after scanning.
If your goods have been damaged in transit, are defective, incorrectly advertised or not what you ordered
You can return your goods to us within 30 days of the date you received the item. We will issue a full refund or a replacement at no additional cost within 30 days of the goods being returned to our store; after this time frame, only replacement goods or a repair will be offered. If you have agreed to receive an alternative item to the one you originally ordered, this does not apply. Please use the following link to return the item to us:
If you ordered the goods but don’t want them anymore
Not a problem. Providing the products are unused and sealed in their original packaging, you can arrange to return them to us. Please be aware that you are responsible for the postage costs, insurance of goods and obtaining proof of postage. You can use our returns service which is chargeable at £4.99 (see above). Goods must be returned within 30 days of you receiving them to make them eligible for a refund. Goods received outside of this time bracket will not be eligible for a refund. In the interest of hygiene, we will not handle used, dirty or worn goods; these will be stored for a period of 30 days giving you time to arrange for them to be collected. After this period, if goods have not been collected, they will be disposed of.
What can’t I return
When buying from Online for Equine Limited, as a consumer you are covered under the Consumer Contracts Regulations which means you can change your mind for up to 14 working days after you have received your products (providing the products are unused, have not been opened and remain in their original packaging).
There are certain items however which cannot be returned; we do not offer exchanges or refunds on:
- used horse bits (a bit is deemed as used the minute it is put into a horses mouth)
- used or dirty items
- bespoke items including riding hats, jackets and other personalised items
When will I get my refund
Once we receive the returned products, we will examine the goods within 2 working days to ensure they are covered under our returns policy. Once the condition has been assessed, a refund will be processed back to the credit, debit card or Paypal account you used to make the original purchase. We cannot refund a card/account which has not been used to make the original purchase. Under the Consumer Contracts Regulations, refunds must take place within 14 days of the original order. Here at Online for Equine Limited, we endeavour to refund your card/account within two working days of evaluation of the products.
If you want to exchange the product
Please return your items with a completed returns form. Clearly state the size and colour requirements for your new order. Please note, all exchange orders accumulate a carriage charge of £4.99 for UK Mainland which must be paid by the customer. Our accounts team will generate a new invoice which will be sent to you via email; once payment is received, your order will be released for delivery within 2-5 working days. Please send returns to the following address: Online for Equine Limited - Returns, Unit 22-24 Home Farm, Main Road, Milford, Stafford, ST17 0UW.