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Returns

We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund or exchange a product provided it is in fully resaleable condition. Please check the condition of your parcel on delivery prior to signing for acceptance (if applicable). In the event that goods are missing or damaged on arrival, if possible, please specify against your signature and inform us ASAP (ideally within 3 working days), otherwise the outcome of the claim may be affected.

If you wish to return an item you do so at your own expense unless the item is faulty. The item must be unused and in its original condition including tags. This does not affect your statutory rights.

When 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 occur. We do pay customs charges on items being returned to us. We can be flexible on time limits with returns from abroad as we understand there can be delays with customs and postage etc. If you are returning an item from abroad and wish to discuss this please email info@equineandcountry.co.uk

 

The following is a quick guide to our returns policy:

  • The time period, within which a return can be accpeted is 28 days. Specifically, you must notify us within 14 days, from the day after the order has been delivered, you then have a maximum of a further 14 days to return the items to us. Items must be returned to us in a resalable condition. Provided that these criterion are met, a full refund or exchange will be issued. If the value of the goods has been diminished as the result of customer handling, beyond what is necessary to establish the nature, characteristics, and functioning of the goods, they will not be accpeted for return. 
  • If an item is faulty on arrival, we kindly request that you inform us of this within 3 days, this will help to ensure the best possible outcome. If an item is faulty you will be reimbursed your postage back to us. Items deemed faulty after this period will be dealt with on a case-by-case basis in consultation with manufacturers.
  • If possible, should a parcel appear damaged on arrival do not sign for it, instead refuse the parcel as damaged during posting.
  • We offer an extended period of returns at Christmas for goods purchased as Christmas presents. Last return date for Christmas presents is January 10th.

If you wish to return an item after these periods you must seek authorisation by telephone or email. Credit note or exchange only will be offered after 14 days for non-sale items or 7 days for sale items. 

Please note the following cannot be returned or exchanged unless faulty: Riding Hats, Personalised and Special order items. In some circumstances we may accept riding hats back however this must be via prior consent of the manager by telephone. You must make your own arrangements to return goods to us and you will be responsible for the cost of return unless goods are faulty. We recommend that you obtain proof of postage as Equine and Country cannot be held responsible for any goods lost before they reach us.

You will be refunded the full value of the goods.

 If you wish to return an item please phone 01434606409 to speak to a member of staff or post it (along with your completed returns form-found inside your parcel) to the following address:

Pikeur Returns, Equine and Country, Dene Park, Hexham, Northumberland NE46 1HN

Goods returned under complaint will not be accepted unless clean and dry. Health & Safety Act 1972.