We believe our products are the best you can buy, however, if for any reason the goods received do not meet your requirements or you have simply changed your mind, then return to the following addresses within 14 days of receiving your order.
For Horse/Pony Bitting Returns Only please use this form:
For General Returns (except for Horse Bits) please use this form:
Note Items being returned must be unused and in their original packaging where provided and complete with point of sale tags.
If bits do not come back in this condition ready for immediate resale, or have signs of use, there will be a restocking charge of £30.00 as we cannot resell them as new items for biosecurity reasons.
Note Items must be unused and in their original packaging where provided and complete with point of sale tags.
Do you offer Free returns?
Unfortunately we don't, the main reason is because it would require us to increase our advertised sales prices to cover the additional cost of return shipments. We consider ourselves competitive on price and will seek to be cheaper or price-match our competitors wherever possible. We also do not wish to burden consumers with higher costs who do not return their items.
We do, however, recognise the value to customers of a free returns service and we believe there is a way we can offer this without needing to raise prices. This is something in our roadmap of development.
Do I have to use a certain courier to return?
No. We have no issues accepting deliveries from any of the recognised couriers. For our address they are all very reliable as we are very accessible.
Do you have any recommendations?
It is completely your choice, but you may benefit from knowing the below dynamics.
The cheapest way to return tall boots/large bulky items would be via Hermes whom charge currently £5.80 (as of 31st Jan 2022) in the 2-5kg category as they do not take in to account dimensions, only weight. For items under a 1kg Hermes will charge as little as £3.55 (as of 31st Jan 2022). Many of Hermes parcel shops now accommodate a touchscreen which can process your card payment via chip & pin, and print your label out – you can find your nearest parcel shop here https://www.myhermes.co.uk/find-a-parcel-shop#/
The same boots would cost 2/3x as much to return via royal mail purely due to the fact their charging structure accounts for dimensions. However, we appreciate Royal Mail can be more convenient to some customers whom are used to their services at Post Offices etc, and generally considered more reliable.
DPD Local are also a good value and reliable courier for products whose any one dimension does not exceed 60cm (£6.47 inc vat as of 31st Jan 2022) . If any of the dimensions do exceed 60 cm then these will not be accepted at the parcel shop and you will be required to select their collection/delivery service which can be fairly expensive.
How long till I get my refund?
Legally we are required to refund customers within 14 days of receipt. In practice we seek to refund much quicker. Once an item is received, all items have to be unpacked and inspected and approved for resale by our Returns department. This can take 1-2 working days from receipt and during particularly busy periods post xmas it can take up to 5 working days. We will then raise a refund via the payment processor you paid with (Stripe or Paypal). This is essentially a button we click next to your order and it instructs them to pay you back. How long it takes for them to pay you back is not something we can intervene with but usually takes 1-3 working days. Unfortunately, it is not as simple as us directly transferring money in to your account via bank transfer. All consumer transactions & funds have to be handled via the Stripe/Paypal payment processors. For an update on your refund, feel free to email us on firstname.lastname@example.org
Please refer to our Terms & Conditions for a list of excluded items.
Return postage is at your own cost, please retain a proof of postage for your records.
Delivery is usually 2-5 working days to UK mainland addresses (unless otherwise stated in the product description), however in some cases this can be longer due to the COVID-19 crisis. Forecast deliveries can be changed, but we will update you accordingly as soon as we possibly can.
Working day is classified as Monday - Friday. Bank Holidays are not considered to be a working day.
Delivery Charge: £4.95 for orders under £100 to UK mainland. We offer FREE Delivery on orders over £100 to UK mainland.
Additional charges apply to other destinations. Please email email@example.com for a carriage quote before placing your order.
DPD Standard Delivery* and Royal Mail Tracked Delivery options are only available for items held in stock.
*On some occasions orders may be sent via Royal Mail Tracked instead of DPD, this can be due to some items exceeding the dimensions Royal Mail are able to accept, or due to local disruption of Royal Mail services.