We understand that sometimes you will need to return items for either a refund or exchange.
Exchange
If you need to exchange a product, you will need to send the original product that was purchased and the invoice, back to us, with all the packaging and in the same condition as it was received in, all labels must be attached and the product must be unworn or unused. All exchanges are the customer’s responsibility until they are received back by us. We do not refund return P&P to us, and the item must be returned to us at the customers cost. All exchanges must be received back with us within 14 days of the customer receiving the item. If the item has been worn and or the packaging is incomplete an exchange can be refused.
Refunds
If you wish to return an item for a refund you must do this within 14 days or receiving your original order, after 14 days you will not be eligible for a refund. The item/s must be sent back to us, with all the packaging and in the same condition as it was received in, all labels must be attached and the product must be unworn or unused. All refunds are the customer’s responsibility until they are received back by us. We do not refund return P&P to us, and the item must be returned to us at the customers cost. If the item has been worn and or the packaging is incomplete a refund can be refused.
Faulty Items
If you think you have received a faulty item, please email us or use our ‘contact us’ page and let us know your concerns. If you need to return the product to us, the item will need to be sent back with your original invoice and a brief description of the fault. Once we have received the item we will inspect the item and contact you with our findings. If we deem the item as being faulty you will be offered a replacement or a refund. We will refund your return P&P up to £4.95. If a returned product is deemed to be not faulty by us or the manufacturer, No refund or exchange will be issued and your return P&P will not be refunded. You will also be liable to pay the return postage for us to send this item back to you.
Damaged
If you receive an item that has been damaged in transit please email us or use our ‘contact us’ page and let us know your concerns. All damages must be reported with 48 hours of receiving the order. When contacting us you will need to provide order number, and supply pictures and a full description of the damage including pictures of the external packaging that the goods were received in. All our items are quality checked before leaving us. We pride ourselves on well packaged items and every care is taken to protect the items for shipping. If you receive your item and the outside packaging is damaged, please inform the courier, and sign for the parcel as ‘damaged’. Once we have received your concerns and pictures of the damaged items, we will contact you with details of a replacement item, please allow 3-5 working days (depending on stock) for your replacement item.
Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded, although we will be happy to exchange Sale items (depending on stocks). If we cannot exchange a product due to limited stocks, we will offer you an alternative. All our Exchange policies must be adhered to when exchanging a sale item.
Late or missing refunds
If you haven’t received a refund, please check your bank account, credit card or paypal again.
It may take some time before your refund is officially posted. There is often some processing time before a refund is posted.
If you’ve done all of The above and you still have not received your refund, please use our ‘Contact Us’ page on the website or email us at shop@theequineshed.co.uk
Shipping
To contact us please use our ‘Contact Us’ page on the website or email us at shop@theequineshed.co.uk
To return your products, please send your products to:
The Equine Shed, Barn B, Moor Row Farm, Merry Lane, East Huntspill, Highbridge, Somerset, TA9 3PS
All under garments including socks are non-returnable and non-refundable.