Returns and Exchanges
Cancellation Rights & Returns – UK and EU
If you live in the United Kingdom or another European Union country, you have a legal right to cancel your order after you have received and inspected the goods. Please note that in the case of clothes and accessories, "inspect" means examine, and does not permit you or your horse to wear and use the items. Please see our item specific guidance below
Please note that no statutory cancellation rights apply to goods that have been made to your specific requirements, design or measurements.
Please note that you are under a legal duty to take care of the product, and this includes all packaging and labelling. Care must be taken to ensure that the goods remain in the best possible condition.
Please 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 horse.
Should you decide to return the goods you must notify us of cancellation within 14 days of receipt of the goods or in the unlikely event that you receive any damaged or faulty goods please follow the simple steps below:
1. Please call 0844 351 0403 or email us at support@equestrianoutfitterrs.co.uk, putting ‘Returns’ as the subject line and including your order number.
You will then receive a Returns Authorisation Number (RAN) and instructions on how to return the good to us.
2. Fill in the returns form below, noting your order number and stating whether you would like an exchange or refund.
3. Return the product(s) to us in perfect condition and in the original packaging with 14 days of receipt.
(Please see our item specific guidance for advice on how to try products on safely at www.equestrianoutfitters.co.uk/returnspolicy)
4. Send your parcel to:
Equestrian Outfitters - RETURNS
Half Acre, Sheriff Lane
BD16 3ER
5. If all goods are returned within the 14 days under distance selling regulations - we will refund the full delivery cost of your order.
Following cancellation you are under a legal duty of care to not use the goods, and to take care of them. You must return the goods to us securely packaged, in the condition in which they were received, as soon as possible, with as much of their original packaging and their original paperwork as possible.
We will endeavour to refund your credit card, within 7 working days of receiving the goods, the sums paid by you in relation to them.
This does not affect your statutory rights.
Returns – Rest of World (inc USA, Canada, Australia, New Zealand)
The EU cancellation rights set out above do not apply to customers living outside of the EU.
For non-EU customers
We hope you will be fully satisfied with our products. If for any reason you are not satisfied because they are mis-described or faulty, we will be happy to accept a return from you in accordance with the following policy.
You must contact us as soon as possible to explain your concerns and your wish to return the goods by email to support@equestrianoutfitters.co.uk putting 'Returns' as the subject line and stating your order number.
If we reasonably agree with your concerns, we will confirm by email that you may return an item in its original condition and packaging, which must be sent to us within 7 days of us sending to you that written confirmation. On receipt of the returned item and verification that your concerns are genuine, we will issue an internet credit note or item exchange subject to our discretion. Unless we specifically agree otherwise by email, we will not grant refunds on items received more than 14 days after we email you to confirm your return. We do not refund shipping charges.
Returns Do’s and Don’ts – All Countries
You may return goods by mail to the returns address below. We recommend that you send your goods back by recorded delivery or a secure delivery method which requires a signature on delivery, as we cannot be held responsible for it being lost or damaged before it arrives to us.
When sending back your item please include the Equestrian Outfitters Returns Form - which will be included in your delivery and you can also download here. This enables us to identify the transaction and speeds up the process, and prevents fraudulent returns.
Please note that when posting return goods from outside the UK, you are responsible for paying any customs levies or duties on those goods payable either on exit from your country or on entry to the UK. If the goods which you have sent back to us are kept in customs because you have not paid those levies or duties, we will not have received them. Because it is your responsibility to pay all customs duties, legally you will not have returned the goods to us / kept them in your care, and so will not be entitled to any refund / exchange.
Where you and we agree that an exchange of goods is appropriate, we reserve the right to charge you our costs for posting the exchange goods to you and you should include the appropriate postage amount for the outgoing postage of an exchanged item, or provide written authority for us to take the money from your account. Similarly, where the goods are returned to us as undelivered by your postal service, and we agree to re-send them to you, you will have to pay the additional postage costs.
If you fail to return packaging which is an integral part of the overall product (for example branded packaging on high value items) then you will not have returned all of the goods, and we reserve the right to recover the cost of replacement from you and where there is evidence of dishonesty, to refer the matter to the police.
Where goods are returned in a damaged, worn or dirty condition, which indicates that they have been worn or used after you have had a reasonable chance to inspect them on receipt, we will consider you to be in breach of your legal duty to take reasonable care of the goods and reserve the right to recover appropriate sums from you.
Goods will not be accepted for return that have been made specifically to a customer’s requirements, design or measurements.
Where you return items to us which are not the goods which we dispatched to you (which we can easily check), you will not have returned the goods, and accordingly will be deemed to have accepted the original goods which we sent you.
If you do not comply with your obligations above, we may make a reasonable charge to cover any costs that we incur (for example in respect of wasted collection journeys or for goods that you have wrongly used, damaged, dirtied, or lost).
Notice of cancellation and returns should be sent to:
Equestrian Outfitters - RETURNS
721 Manor Mills
Ingram Street
Leeds, LS11 9BT
We reserve the right to amend this returns policy without notice under advice from our lawyers or Government appointed agencies.
ITEM SPECIFIC GUIDANCE
HORSE RUGS & BLANKETS
Horse rugs returned under the statutory right to cancel should be returned as close as possible to the same condition in which you received them – please also return all tags and original packaging, which are part of the product and without which the value of a new horse rug / blanket is reduced - you have a legal duty to take care of all of the product, not just the horse rug / blanket itself.
PLEASE TAKE GREAT CARE WHEN YOU TRY THE HORSE RUG ON YOUR HORSE
(For Fitting advice please see our Horse Rug Size Guides)
Make sure the straps on the rug are tight enough, so when your horse rolls it does not catch its legs in them when getting back up.
(This is the main reason straps break, they simply do not drop off!)
All our turnout rugs are breathable but if put on a sweating horse or a horse which gets too warm, the rug may temporarily show signs of leakage. Please dry out your rug and then test it allowing some water to rest for a minimum of 20 minutes on the surface of the rug. If returned, we also will test it in this way.
If the horse rug has been used so that it is dirtied, become stretched or ill fitting, or it is damaged by you or the horse in any way, (which will greatly reduce the value of a new horse rug / blanket), we will consider that you are in breach of your legal duty to take reasonable care of the horse rug. If you need guidance on the best way to try out the horse rug without damaging it, please contact us for advice. Where you have not taken reasonable care of the horse rug, we will claim any reduction in the resale value of the horse rug from you, which may be deducted at our discretion from the refund.
RIDING BOOTS
When trying on boots it should be reasonably apparent before you zip them up whether they are likely to fit you or not, and certainly whether they are so small for you that the zip would burst when you do it up.
Please do not force the zip on the boot.
Forcing the zip may damage yourself as well as the boot!
If the zip will not do up easily, then the boots do not fit you.
In the event that you have forced and broken the zips ignoring our advice, we will consider you to be in breach of your statutory duty to take reasonable care of the goods and will take steps to recover our losses from you.
In the event that we have reason to suspect that you have deliberately broken the zip, or damaged the boots in any other way, to try and claim the boots were faulty on issue, we will take steps to recover our losses and report any criminal fraud.
RIDING HATS
If the hat / helmet you purchase needs to be returned for any reason please ensure any protective material enclosed in the packaging is used to protect the hat / helmet in transit – hats not adequately protected will not be accepted for exchange or refund. This is because riding hats should always be replaced immediately if they suffer a severe impact, as although no visible damage may be seen, any severe impact to the riding hat can result in diminished protection.
DAMAGED GOODS
If you should receive an item that is not in perfect condition or was damaged in shipping, please immediately notify us by emailing: support@equestrianoutfitters.co.uk
Liability
The content of the pages of this website is for your general information and use only and we can not provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any events, services or information available through this website meet your specific requirements.
From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
GENERAL
If the courts decide that any part or wording in these terms of sale is illegal, invalid or unenforceable then that part or wording shall be deleted from the agreement and rest of the terms of sale shall remain in force.
All contracts formed, sales made, and legal disputes arising through the use this website shall be governed by English law. The English courts shall have exclusive jurisdiction to settle any disputes which may arise out of or in connection with these terms of sale or use of the website.
These terms and conditions shall apply to all internet sales made by Equestrian Outfitters, and by placing an order with Equestrian outfitters you are accepting these terms and conditions.
THESE TERMS AND CONDITIONS DO NOT AFFECT YOUR STATUTORY RIGHTS.
If you have any doubts about your statutory rights please contact your local Trading Standards department or Citizens Advice Bureau.
