customer information

Returns & Exchanges

We accept returns and exchanges, please treat the products respectfully and ensure that the item is in a saleable condition.

Returns

Unfortunately we don’t offer a free returns service and the cost of returning your purchase to us must be covered by you.

We hope that you are entirely happy with your purchase, however should you change your mind for any reason then we will refund any items returned to us in the original, saleable condition and not damaged within 60 days, starting the day after the day on which the goods are delivered, however you need to inform us that you want to return the goods within 14 days, which starts the day after the goods are delivered.

You can return unwanted items with the completed returns form that accompanied your order. Alternatively you can download our returns form and detail your request
to return goods within 14 days after the goods were delivered here.

We recommend that upon arrival of your order you check that all items are included and undamaged within 14 days of delivery. After this time we reserve the right not to
reissue missing or damaged items from a customers order.

Please note that unless damaged, defective or mis-described we are unable to exchange or accept the return of personalised goods such as embroidered rugs, boots or saddle pads.

We will endeavour to process returns as quickly as possible and within 7 working days of receipt however this is not guaranteed.

The delivery cost of returning goods to us is your responsibility. If you are returning items from outside the UK, all customs and import duties will be your responsibility,
when booking your return, you should select duty payable by sender. Returned goods are your responsibility until they are received by us. We strongly recommend obtaining proof of postage when sending items and please ensure the goods are packaged sufficiently well that they cannot get damaged during transit to us.

We will refund in full or replace items for exchange, but reserve the right to make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you, i.e. if the item is dirty or damaged and not fully resalable. The percentage of the value withheld from the refund will be
determined by us dependent upon the degree of damage or dirt. We will offer to return the item to you or withhold this value from the refund.

We will make reimbursements using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

Goods becoming damaged in your opinion through defective materials, poor workmanship or during carriage should be notified and returned as soon as possible. Under no circumstances should items continue to be used when damaged, as you will be deemed to have accepted the goods in their damaged condition.
All products returned must be in a clean & dry condition in compliance with Health & Safety Act. We reserve the right to delay or refuse to process items that arrive in unacceptable condition. It is our responsibility to supply you with goods that meet your consumer rights.

Christmas Returns

We have currently extended our returns period until the end of January for Christmas gifts. For more details on returns or to download a replacement returns form go to our Delivery Page.