At Equestrian Gear Sales, we understand that sometimes your equestrian equipment needs might change – just like a horse’s needs change with the seasons. We want you to be completely satisfied with your purchase, which is why we offer a straightforward returns and exchanges process.

Our Returns Promise

We accept returns and exchanges within 15 days of receiving your order. All items must be:

  • In original, unused condition
  • In their original packaging with all tags attached
  • Accompanied by proof of purchase

Non-Returnable Items

For health and safety reasons, we cannot accept returns on:

  • Feed Supplements (opened or unopened)
  • Fly Repellents and other liquid care products
  • Hoof Maintenance products that have been opened
  • Personal items like competition wear and footwear that have been worn

These exceptions help us maintain the highest standards of hygiene and safety for all our equestrian customers.

How to Return an Item

Follow these simple steps to return your equestrian gear:

Step 1: Submit a Return Request

Email our rider-to-rider customer service team at [email protected] with the following information:

Subject: Return Request – Order #[Your Order Number] Dear Equestrian Gear Sales Team, I would like to request a return/exchange for the following item(s): Order Number: [Your Order Number] Item(s) to Return: [Product Name(s)] Reason for Return: [Please specify] I confirm that the item(s) are in original, unused condition with all packaging and tags intact. [Your Full Name] [Your Contact Number] [Your Email Address]

Step 2: Wait for Approval

Our team will respond within 2 business days with:

  • Return authorization
  • Return shipping instructions
  • Return address (45 Crieff Rd, Perth, GB PH6F 3VI)

Step 3: Package and Ship

Securely package your return (we recommend using the original packaging) and ship to the provided address. For your protection, we suggest using a tracked shipping service.

Step 4: Refund Processing

Once we receive and inspect your return (typically within 5 business days of arrival):

  • Refunds will be issued to your original payment method
  • Exchange items will be shipped within 2 business days

Refund Timeline

Refunds typically follow this schedule:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days after processing
  • PayPal: 3-5 business days after processing

Note: Your bank may require additional time to post the refund to your account.

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). For exchanges, we’ll cover the cost of shipping the replacement item to you.

Damaged or Defective Items

If your equestrian gear arrives damaged or defective, contact us immediately at [email protected] with photos of the damage. We’ll arrange for a replacement or refund and cover all associated shipping costs.

Questions?

Our rider-to-rider customer service team is here to help with any questions about returns or exchanges. Contact us at [email protected] or +44

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