Customer Satisfaction is important to our company, we want to continually maintain an excellent company image in the eyes of our customers, and get repeat purchases in the future. We closely follow the Distance Selling Regulations, which have been updated recently in 2014/15. We've split up the returns information into different pages to cover different situations to make it easy to understand.
Our Returns Form:
Our Return Address:
For large and/or expensive items (over £500) we may arrange for a courier to collect your purchase. In this event, we will contact you to arrange a collection time that is convenient for you. If there is no error on our part and you require this service, we will quote the cost for this service at the time of your call.
Distance Selling Regulatations only cover consumers, not businesses. However, we like to keep our business customers happy, so providing the product and packaging, and it's not a Custom Ordered Item (a Hat, Embroided Item), then we will usually offer businesses credit to be used against a future purchase.
If your order has been placed via the telephone or internet, and you are a home consumer, under the Distance Selling Regulations, you have a statutory right to cancel your order and receive a full refund for any home delivery item (this does not cover business purchases. This does not include CDs, DVDs or software that have been opened/unsealed.
To ensure you are refunded the total cost for the products you must contact us at firstname.lastname@example.org or write to:- Order Equine, The Chestnuts, London Road, Pyecombe, Brighton, BN45 7FJ within 14 working days (not including weekends or public holidays) after the day your order was received. Any additional postage costs from the standard service, such as our Next Day or Faster delivery Service will not be refunded. Only the cost for the standard service. You will be responsible for the cost of returning the items to us and must take good care of the goods whilst they are in your possession. If the item is damaged by the courier during return transit, you will need to claim compensation from the courier, so please use an Insured and Tracked Service.
*This does not apply to part order cancellations.
Please be aware that the following goods are excluded from the right to cancel:
GENERAL RETURNS POLICY
Please read our Specific Policies at the top of our page, as they superseed the below policy.
If you're not satisfied with your goods for any reason, please return them in new condition WITHIN 14 DAYS of receipt and we will either exchange them or refund you.
Make sure they are:
To enable the returns procedure to run as smoothly and efficiently as possible could you please.
Please note that when returning parcels you must pay for the return postage at your Post Office Counter or Online Service, ensuring you recieve a receipt for the postage paid, along with a certificate of posting. We recommend for larger parcels you use parcel force as the returns can be traced.
Please make a note of the consignment number and quote in any e mails.
If your purchase included free postage, the cost of our postage will de deducted from the refund.
Note: In the unlikely event that you are not happy with the quality of a purchased product or that it should become damaged, we recommend that you cease use immediately and return the item for our inspection, following the procedure above.
Please note that damaged and soiled items will be subject to inspection before a refund or store credit can be authorised. Cheque refunds will be made in the name of the original customer.
If goods were originally paid for by Credit/Debit Card or paypal a refund will be made directly to the card account of the person who originally paid for the goods.
If the items have clearly been used or damaged, and not returned in original condition, we will offer store credit subject to managers approval, there will be a restocking fee deducated. If the item is ruined, and unsaleable, we won't be able to offer you a Refund or Store Credit.
This does not affect your statutory rights.