Returns & Exchanges
How will my refund be processed?
Have you received my returned goods?
What if I have received an incorrect item?
I think my item is faulty, what should I do?
If you have changed your mind and you are a private customer (not applicable to business customers), and the goods have not been in your possession for over 30 days, then you will be entitled to an exchange, a credit or a refund. If goods have been in your posession longer than 30 days but no longer than 365 days from the time of purchase and you wish to return items, then we are happy to accept these items for an exchange or a credit. This is on condition that you take reasonable care of the goods until they are returned to us. In particular this means that you will:
- Return if possible in good condition all packaging and user manuals
- Return the goods in a condition that would enable equestrianclearance.com to resell them as new.
- Not try on riding wear in a way which will leave the goods creased or grubby
- Not try items on your horse which will leave hairs or marks on the items
For most items we recommend using the second class recorded system offered by the Post Office. This allows you to track your parcel, whilst keeping costs down. If you find that postage through Royal Mail is too expensive, we can arrange a courier collection at a cost of £7.50 (UK Mainland Only). Please contact us, with an appropriate collection day and address, so that we can arrange this for you.
Please include the Cancellation & Exchange Form in your parcel, making sure that your name and order reference number are clearly marked on the form as well as whether you would like an exchange or a refund.
Please return the goods to:
Returns Department
Equestrian Clearance Warehouse
Springbank Industrial Estate
Watson Mill Lane
Sowerby Bridge
West Yorkshire
HX6 3BW
Simply return the item you wish to exchange to us, with the Cancellation & Exchange Form, stating what you would like in exchange (please include the size and colour). We’ll send you an email to let you know we’ve received your returned item and your exchange order will then be processed. Your new item sent out free of charge (UK mainland only).
We advise that you allow up to 14 days for exchanges to be processed, however most are arranged within 5 working days of having received the returned item.
How will my refund be processed?
All refunds are made back to the original payment method. This means that the refund will be returned to your original payment card, or to your PayPal account, depending on how you paid in the first instance.
We advise that you allow up to 14 days for refunds to be processed, however most are completed well within this time. You will receive an email, either from ourselves or from PayPal, to inform you that your refund has been issued.
Have you received my returned goods?
You will receive an email to confirm that we have received your returned goods. If you wish to check up on this please contact us with your name and order reference number and we will be happy to check for you.
What if I have received an incorrect item?
Firstly, we are very sorry for any inconvenience caused. We do our best to avoid this through a series of stringent checks before orders are dispatched. Please follow the same returns procedure, marking on the Cancellation & Exchange form that the item has been sent in error.
Once your item has been received and the error will be verified. Once this has taken place your return postage costs will be refunded up to a cost of £7.50. If the return postage is going to cost more than this, please contact us so that we can arrange a courier collection (UK Mainland Only), the cost of which will be covered by us once the error has been verified.
I think my item is faulty, what should I do?
We’re sorry to hear that you are not happy with the quality of your item. Your next steps will depend on how long you have had the item:
Within 6 Months
You may be entitled to a repair or replacement. If we are unable to provide this, we will refund you. However if the product has been used we may deduct a percentage for you benefitting from this use.
After 6 Months
Only if your product is covered by a warranty period may you be entitled to a repair or replacement. For most items we cannot put any fault down to a manufacturing issue after this length of time.
We ask that you send the item back for inspection clean and dry, with the Cancellation and Exchange form, including your name, order reference number and details of the fault. Once we are able to verify the item as having a manufacturing fault you will be offered a replacement or a refund.
Your return postage will be re-imbursed up to a value of £7.50. If the cost of returning the item is going to exceed this we are able to arrange a courier collection for the cost of £7.50 (UK Mainland only) if required, otherwise we recommend using the second class recorded option through your local Post Office.
Please note that if the item is deemed upon inspection to have been damaged through wear, force or misuse rather than a manufacturing fault, the item would remain your property and you would need to cover the postage cost to have the item returned to you.
Please bear in mind that health and safety at work legislation prevents us from handling soiled or wet items. We reserve the right to return these items to you at your cost should they be deemed in an unfit condition to handle.
Please also see our Terms of Sale.