Equiflair Saddlery Returns Policy

Please download the returns form above on the link above. Please print and complete to the best of your ability.

If you are not able to print the returns form off. Please include a note stating your order reference, name and a contact phone number so we can quickly action and process your refund.

How to arrange your return?

For Unwanted/Refunds.

(Please note, we no longer offer exchanges, you will receive a refund for you order. If you wish, you can re-order.)

Before returning your item(s) make sure to read the below checklist.

1. Make sure you received the item within the last 28 days (if returning outside our Extended Christmas Returns Period).
2. Check that the product is in its original condition from when it was purchased. This includes product tags and any product packaging that came with it.
3. Print, complete & include in your parcel the returns form. Downloadable from the link above. If you do not have a printer please use this as guidance when writing your return note.
4. Package the item(s) carefully using appropriate protective packaging. DO NOT tape or stick to the product box as this needs to be resold.
5. For UK Returns using our Returns Label - Create your Royal Mail Label Here. This service has a max weight of 20kg and must not exceed any of the following dimensions, 61cm x 41cm x 46cm. If your parcel is not within these dimensions I would recommend using https://www.parcelhero.com - If you do not have a printer, use the link above to create a Royal Mail label, and then show the QR code on your phone at the Post Office.
6. For International or UK Returns NOT using our Returns Label - Please use your own method (we are unable to cover the costs incurred).
7. Either take your parcel to the Post Office, or book a Royal Mail Parcel Collect pick-up by clicking here.
8. Please note that at this stage (before the item(s) are received by us) you are responsible for the item(s) and therefore we recommend that you carefully package the item(s) and purchase any relevant insurance from the courier (if not using a returns label from us).
9. We will aim to confirm receipt of the item(s) within 3 working days of receiving them. If it is possible, we will also confirm the refund at the same time.
10. Please note a fee of £5.95 will be charged for the use of this service, this fee will be deducted from your refund.
11. If items returned via Royal Mail are outside stated dimensions then we receive a surchage of £14.95. This will be deducted from your refund.
12. If you don't wish to return your order using the Royal Mail Portal. You can return unwanted items with a completed returns form via a means of your choice at your own expense.
13. If items are faulty, defective or we have made an error with your order. Then the cost of the returns label is free as long as you inform Equiflair by emails with 28 days of receipt on the order.

Exchanges.

(Please note, we no longer offer exchanges.)

If you are looking to exchange any items recently ordered, simply follow the returns process above to obtain a refund and place a new order online for the item(s) you require.

We aim to process refunds for unwanted items as soon as we receive the returned item. If you would like to place your new order before you receive your refund this will secure the stock for your order and you will receive your new items faster.

Klarna Orders.

Klarna orders cannot be exchanged. You will need to return for a refund and re-order the new item.

Gel Items.

Please note that unless damaged, defective or mis-described, we are unable to exchange or accept the return of - Gel items once they have been in contact with a horse due to the tacky nature of these products. Feed supplements where the container seal is broken. Personalised goods such as embroidered rugs or saddle pads. Bits that have been used and where there are marks or damage from the horse’s mouth.

Returns & Refunds Policy

We aim to process returns as quickly as possible — usually within 5 working days of receipt. During exceptionally busy periods, this may take up to 10 working days, but we will always complete the process within this timeframe.

The cost of returning goods to us is your responsibility. If you are returning items from outside the UK, you will also be responsible for all shipping, customs, and import duties. When booking your return, please ensure that duties are paid by the sender, as we are unable to accept deliveries where duties or taxes are due.

Returned items remain your responsibility until they reach us. We strongly recommend using a tracked service and retaining proof of postage. Please ensure items are packaged securely to prevent damage in transit.

We will issue a full refund for returned goods, but reserve the right to make a deduction for any loss in value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the items. For example, goods returned in a dirty, damaged, or unsellable condition may be subject to a partial refund.

Refunds will be processed using the original payment method, unless you have agreed otherwise. No additional fees will be charged for processing refunds.

If your goods become damaged due to defective materials, poor workmanship, or damage in transit, please notify us as soon as possible and return them for inspection. Items should not be used after damage occurs, as continued use may be deemed acceptance of the goods in their condition.

All items returned must be in a clean and dry condition, in accordance with the Health & Safety at Work Act. We reserve the right to refuse or delay processing returns that arrive in an unsanitary or unacceptable condition.

Refunds of Delivery Charges

If you cancel your entire order under the 14-day cooling-off period (in accordance with the Consumer Contracts Regulations 2013), we will also refund the cost of standard delivery, where applicable.

However, if you selected a paid delivery method (such as Royal Mail 48) and we offered a free or less expensive option (such as Click and Collect), we will only refund the cost equivalent to our cheapest available method (Click and Collect). Any additional delivery costs paid beyond this are non-refundable.

All items must be returned to the address below.

Returned Commercial Goods
Equiflair Saddlery Ltd
Upper Shay Farm
74 Brighouse and Denholme Road
Denholme
Bradford
BD13 4HF

We always try out best to ensure your order is correct and arrives in perfect condition. Occasionally however mistakes do happen and if there is a problem with your order please contact us on 01484846939 or email [email protected] so that we can rectify any issues straight away. Please note that none of the above affects your statutory rights.