Returns

Extended Christmas Returns

To make festive shopping easier, we’re offering an extended returns period for Christmas. Any items purchased from November 1st, 2025 can be returned up until January 31st, 2026 for an exchange, outside of our standard returns policy.

Our standard 30-day refund policy still applies, meaning refunds can only be issued within 30 days of purchase. After this period, items returned before January 31st, 2026 will be eligible for exchange only.  Our standard terms and conditions for returns still apply.

We offer a no-hassle 30-day return policy for refunds & exchanges!

Please ensure all returns have a complete returns form enclosed to prevent delays in processing your return.

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.

Please download our returns & exchange form and enclose with any goods you wish to send back.  if you do not have a printer, simply enclose a hand written note with your order number, name, and whether you require a refund or exchange.

Free gift with purchase.

In the instance where your order has received a free gift with purchase, this free gift must be returned with the order if you require a refund for any of the items on your order. If the free gift is not returned, we will deduct the full RRP value of the free gift from your refund.

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 eligible 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.  

Parcels 

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

Please notify us of any issues with your order as soon as possible.

Your consumer rights allow you to return your goods to us within 30 days of the date you received them should the item present a fault.

Please contact our customer service team via help@onlineforequine.co.uk detailing the issue with your order; our team will provide a returns reference and will generate you a free-of-charge returns label.  Please do not send faulty goods back using any other postage service as we cannot reimburse your postage costs.

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, we can only offer to replace or repair the item/s.

Please use the following link to generate a returns label:

Royal Mail Return Label Generator

 

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.

We do not refund your original outgoing postage costs. 

How do I package my return?

We love to find our products a home but if that isn’t with you, please return your order in a resaleable condition so it can find a new home. 

If the product is in a new, unused condition, with all original packaging we are happy to receive your product back. Please use wrapping to protect your products in transit – this can be your original order packaging.

Please do not use tape directly on the product or product packaging as this renders the product unsuitable for resale.  This often happens with footwear so please avoid taping the product box; please see the image below of unsuitable repackaging of goods for return.  Boxes returned in this condition will incur a 10% repackaging fee which is non refundable. Riding hats returned with just tape around the box and no protective packaging will be refused and returned at your cost as we cannot guarantee the integrity of the helmet.

We’re happy to accept returns on riding hats and helmets, provided they are returned in perfect, resaleable condition. Due to the safety-critical nature of these items, it’s essential they are handled and packaged correctly.  We are quite strict on these terms and any deviation from this will result in your helmet being returned to you at your cost.

Please understand this is not a matter of being difficult; we are simply taking the necessary steps to confirm that all safety items are compliant and suitable for their intended use for all customers.

Please read carefully before sending your return:

  • Riding hats MUST NOT be returned in just a bag.
    The helmet must be placed inside its original manufacturer’s box, and then enclosed within a sturdy outer box. This two-layer packaging is essential to protect the helmet from transit damage.  Never return the helmet in just the manufacturers box as it will be instantly refused.  Packing peanuts / protective packaging will have been enclosed with your delivery; please ensure the same packaging is enclosed in your return.

An example of how NOT to return your helmet:

    • Riding hats MUST NOT be returned in an insufficiently sized box.
      The helmet must be placed inside its original manufacturer’s box, and then enclosed within a sturdy outer box large enough to ensure the helmet sustains no transit damage. This two-layer packaging is essential to protect the helmet from transit damage.  Never return the helmet in just the manufacturers box as it will be instantly refused.  Packing peanuts / protective packaging will have been enclosed with your delivery; please ensure the same packaging is enclosed in your return.  Not all helmets are supplied in a manufacturer’s box. In these cases, please ensure the helmet is returned using the same packaging it was delivered in.  If a helmet is returned without our original protective packaging, or in a box that is too small or unsuitable for the shape of the helmet, the return will be refused. This is because we’re unable to guarantee the safety or integrity of the helmet during transit.

     

  • Do not apply tape, labels, or postage directly to the riding hat or its branded box.
    This makes the product unsuitable for resale and will incur a 15% repackaging fee, which is non-refundable. This fee covers the cost of replacing the branded box.

  • Returns sent without protective outer packaging – will be refused and returned to you at your cost, as we cannot guarantee the safety or integrity of the helmet.  If you do not pay the returns cost within 30 days, the helmet will be disposed of.

  • All returned hats must be unused, unworn, and in original condition, with all tags and packaging intact.  Any signs of wear or damage will result in your return being refused.

If you’re unsure how to package your return safely, please get in touch – our team is happy to assist.

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)
  • underwear
  • used or dirty items
  • bespoke items including riding hats, jackets and other personalised items
  • please note riding helmets received back without protective packaging (bubble wrap / peanuts within the box) and an outer box) will be refused and returned to you at your own cost as the safety of the helmet cannot be guaranteed

 

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 endeavor 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; if you have processed your order using credit debit card, this charge will automatically be taken using the same payment method. 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.

 

Return Address:

Returns Department
Online for Equine Limited
The Barn
Yew Tree Farm
London Road
Shirleywich
Stafford
ST18 0PN