Orders placed on or after November 1st 2024 can be returned for an exchange or credit note until 31st January 2025.
Our standard returns policy for a refund still applies (goods must be returned within 30 days of receipt for a full refund).
Returns
We offer a no-hassle 30-day return policy for refunds & exchanges!
Please ensure all returns have a complete returns form enclosed to prevent delays in processing your return.
We want you to be extremely satisfied with every purchase delivered to your door. On the odd occasion that you may need to return goods to us, please read the information below to find out how to make this process straightforward.
Please download our returns & exchange form and enclose with any goods you wish to send back. if you do not have a printer, simply enclose a hand written note with your order number, name, and whether you require a refund or exchange.
Free gift with purchase.
In the instance where your order has received a free gift with purchase, this free gift must be returned with the order if you require a refund for any of the items on your order. If the free gift is not returned, we will deduct the full RRP value of the free gift from your refund.
We offer a straight forward, low cost returns service for UK orders
Simply click on the Royal Mail Return Label Generator to create a returns label for your product; package the item in clean, dry packaging, attach your label, enclose your returns form and pop it into your local post office at your convenience. Goods must be returned with all original labels and packaging in tact. This service is fully tracked.
At present, this service is not free but costs £4.99 which we deduct from your refund or reprocess from your original payment method; this also covers the cost of sending your replacement parcel if you have opted for an exchange.
Please note your return must meet our size and weight criteria to be eligible for this service (depicted below for a box and tube); at present, we do not offer a returns service for items over this size / weight; goods must be returned at the customers expense.
I do not have a printer, what do I do?
If you do not have a printer to print off your Royal Mail returns label, do not panic! Once you have created your returns label, Royal Mail will email you a QR code which can be presented at any post office. The post office will print your label off for you after scanning.
If your goods have been damaged in transit, are defective, incorrectly advertised, or not what you ordered
Please notify us of any issues with your order as soon as possible.
Your consumer rights allow you to return your goods to us within 30 days of the date you received them should the item present a fault.
Please contact our customer service team via help@onlineforequine.co.uk detailing the issue with your order; our team will provide a returns reference and will generate you a free-of-charge returns label. Please do not send faulty goods back using any other postage service as we cannot reimburse your postage costs.
We will issue a full refund or a replacement at no additional cost within 30 days of the goods being returned to our store; after this time frame, we can only offer to replace or repair the item/s.
Please use the following link to generate a returns label:
Royal Mail Return Label Generator
If you ordered the goods but don’t want them anymore
Not a problem. Providing the products are unused and sealed in their original packaging, you can arrange to return them to us. Please be aware that you are responsible for the postage costs, insurance of goods and obtaining proof of postage. You can use our returns service which is chargeable at £4.99 (see above). Goods must be returned within 30 days of you receiving them to make them eligible for a refund. Goods received outside of this time bracket will not be eligible for a refund. In the interest of hygiene, we will not handle used, dirty or worn goods; these will be stored for a period of 30 days giving you time to arrange for them to be collected. After this period, if goods have not been collected, they will be disposed of.
How do I package my return?
We love to find our products a home but if that isn’t with you, please return your order in a resaleable condition so it can find a new home.
If the product is in a new, unused condition, with all original packaging we are happy to receive your product back. Please use wrapping to protect your products in transit – this can be your original order packaging.
Please do not use tape directly on the product or product packaging as this renders the product unsuitable for resale. This often happens with footwear so please avoid taping the product box; please see the image below of unsuitable repackaging of goods for return. Boxes returned in this condition will incur a 10% repackaging fee which is non refundable. Riding hats returned with just tape around the box and no protective packaging will be refused and returned at your cost as we cannot guarantee the integrity of the helmet.
What can’t I return
When buying from Online for Equine Limited, as a consumer you are covered under the Consumer Contracts Regulations which means you can change your mind for up to 14 working days after you have received your products (providing the products are unused, have not been opened and remain in their original packaging).
There are certain items however which cannot be returned; we do not offer exchanges or refunds on:
- used horse bits (a bit is deemed as used the minute it is put into a horses mouth)
- underwear
- used or dirty items
- bespoke items including riding hats, jackets and other personalised items
- please note riding helmets received back without protective packaging (bubble wrap / peanuts within the box) and an outer box) will be refused and returned to you at your own cost as the safety of the helmet cannot be guaranteed
When will I get my refund
Once we receive the returned products, we will examine the goods within 2 working days to ensure they are covered under our returns policy. Once the condition has been assessed, a refund will be processed back to the credit, debit card or Paypal account you used to make the original purchase. We cannot refund a card/account which has not been used to make the original purchase. Under the Consumer Contracts Regulations, refunds must take place within 14 days of the original order. Here at Online for Equine Limited, we endeavor to refund your card/account within two working days of evaluation of the products.
If you want to exchange the product
Please return your items with a completed returns form. Clearly state the size and colour requirements for your new order. Please note, all exchange orders accumulate a carriage charge of £4.99 for UK Mainland which must be paid by the customer; if you have processed your order using credit debit card, this charge will automatically be taken using the same payment method. Our accounts team will generate a new invoice which will be sent to you via email; once payment is received, your order will be released for delivery within 2-5 working days.
Return Address:
Returns Department
Online for Equine Limited
The Barn
Yew Tree Farm
London Road
Shirleywich
Stafford
ST18 0PN
