RETURNS & REFUNDS
You can shop with the peace of mind that items can be returned to us if they are unsuitable. Whether the size is wrong or you just don’t like the colour, just return any of your items within 30 days from the despatch date. The exception to this rule is our clearance section, refunds are not accepted.
From the 1st March 2017 we are happy to refund any item returned in a saleable condition, in its original packaging within 30 days from date of despatch. A refund will be issued by the original payment method, to the value of the item printed on the e-mail confirmation. All orders before this date are still subject to the previously held 365-day return policy from date of despatch.
Should you decide to return the goods you must notify us of cancellation in writing by post OSS Distribution, 8 Harrier Way, Morley, Leeds, LS27 8TG or by email to Nicola.firstname.lastname@example.org within 30 days of receipt of the goods. Following cancellation, you are under a legal duty to not use the goods, and to take care of them so that they return in a saleable condition back to us.
Please make sure that once you have notified us of the cancellation that you return the goods within 21 days of your cancellation notice. There may be occasions where we choose to recover the goods from you, and if we do so, we are legally obliged to recover costs from you. If you do not return the good within 30 days of your notice of cancellation, you will be deemed to have accepted the goods, at which point a new purchase contract will be made, and if we have already granted a refund, you will be re-charged for your order at the price set out on the web site.
We can arrange a collection of your items at a charge of £9.99 for UK Mainland customers (excluding Islands, Highlands and Northern Ireland). Please contact Nicola.email@example.com for a quote to Islands, Highlands, Northern Ireland or International.
REFUNDS – CHRISTMAS PERIOD
To accommodate those buying gifts from Equestrian.com for Christmas the returns policy is extended to any gift bought between 1st November – 25th December have until the 31st January to return the item for a refund or receive a credit note.
REFUNDS – OUR ERROR / FAULTY ITEMS
There may be occasions where items are faulty and we will do our best to make sure these are rectified as soon as possible whether you would like to return the item completely or exchange the item. For faulty items or items sent in error your return postage will be reimbursed up to a value of £9.99. If the cost of returning the item is going to exceed this we are able to arrange a courier collection for the cost of £9.99 (UK Mainland only) if required, otherwise we recommend using the second class recorded option through your local Post Office. Please contact Nicola.firstname.lastname@example.org in the first instance.
ACCEPTANCE OF RETURNS:
When we have accepted and processed your return we will be in touch to let you know how we are to proceed. Due to Health and Safety reasons we will NOT accept your return for any reason if it is sent back to us dirty or wet.
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 Nicola.email@example.com.
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.
If at all possible, please include with the goods a copy of your internet invoice, cancellation notice (where applicable) or a written note of your name, address, e-mail address, order number, and reason for return. 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. We will notify the police where there is any attempt at fraud or dishonesty (for example where lower value items are returned), and will actively pursue all such cases through the courts. We will also actively fight any fraudulent claim-backs made through your credit card company.
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:
Oss Distribution – Returns
8 Harrier Way
We reserve the right to amend this returns policy without notice.