Refund policy

DELIVERY

Please allow up to 14 days for dispatch. We will always attempt to deliver as soon as possible, but most products are made to order in our Walsall workshop and, especially during busy periods, are not always held in stock. 

UK ORDERS

  • £5 shipping charge for all orders less than £100.
  • Free shipping for all orders over £100.
  • All orders will be sent via DPD 24 hour Tracked Service.

EUROPEAN ORDERS

  • Most European countries are charged a flat rate of £25 per box.
  • Most European orders are sent via UPS Tracked Service.
  • Items are usually delivered within 3-7 working days of dispatch.
  • The recipient is responsible for paying local taxes and Customs charges in addition to the shipping costs.

INTERNATIONAL ORDERS OUTSIDE THE EU

  • USA and Canada are charged a flat rate of £50 per box.
  • Australia and South Africaare charged a flat rate of £70 per box.
  • Most international orders are sent via UPS Tracked Service.
  • Items are usually delivered within 3-7 working days of dispatch, but clearing customs may cause delays.
  • The recipient is responsible for paying local taxes and Customs charges on top of the shipping costs.
  • All international order postage costs are an estimate. If the estimate is correct your order will be shipped immediately. If the postage estimate won't cover your delivery we will contact you with a postage quote.

UNDELIVERED ITEMS

If you are in the UK and nobody was able to sign for your delivery, the courier will have left an attempted delivery slip with either:

  • Details of where the package was left
  • Contact details to re-arrange delivery
  • An address to pick your order up from your local depot

Couriers can occasionally take longer to deliver than their quoted times. Our couriers do not class items as lost until:

  • 10 working days after expected delivery in the UK
  • 20 working days for Europe
  • 25 working days for the rest of the world.

Courier companies may make additional charges for second attempt deliveries or may require the addressee to collect from the local depot. Please note: parcels that are returned to us where a signature could not be obtained, and have not been collected from the courier's depot, may be subject to a courier’s surcharge.

 

RETURNS & REFUNDS

Under the Distance Selling Regulations, you have 14 days from receipt to cancel your order if you are not happy with your purchase. Simply return the goods to us for a full refund.
To be eligible, returned goods must be unsoiled and unused, in their original packaging and must include tags.
All returns must be accompanied by the returns form enclosed in your parcel.
The return will be credited within 7-10 days of being received by us.
Goods will not be refunded or exchanged if they have been used or damaged.

BRIDLE RETURNS

We understand that you will want to try the Performance Bridle on your horse to check the fit. However, once the bridle has been used and ridden in, it will not be eligible for a refund or exchange under the direct selling regulations. Please do not use the Performance bridle until you are happy with the fit. If you have any queries about the fit of your purchase, please send the following high-resolution photographs of the horse BEFORE you ride in it. The horse should be UNRIDDEN but wearing the bridle and standing square looking straight ahead. Include the whole head, ears and lips. Do not crop in.

  • 1 from the left
  • 1 from the right
  • 1 from the front with the horse looking directly into the camera (this is to check for symmetry, so ensure the head is straight on)

OVERSEAS RETURNS

If returning an item from outside the UK, please specify on the packaging and on any Customs documentation that your parcel is a return, otherwise customs charges may apply.
International returns will be credited 45 days after receipt (due to the possibility of charges from international carriers against the receiver).

FAULTY ITEMS

If you believe an item to be faulty, please return the item to us asap, complete with the original packaging. If the product is deemed faulty, we will be happy to exchange where possible or alternatively refund you with the original price. This does not affect your statutory rights.

You must make your own arrangements to return goods to us and you will be responsible for the cost of return until goods are determined to be faulty, at which point we will reimburse postage costs. We recommend that you obtain proof of postage as you are responsible for the returned goods until they arrive in our warehouse.