Returns Policy

Return Policy

While we hope you’ll be happy with your purchases however, we know you may sometimes need to return them. If you do, this policy has all the information you’ll need to know.

This policy applies to everything you buy from us. We only offer the refund or despatch a replacement when a Product Returns Form has been completed and we have received the item back to us.

Changed your mind?

That’s no problem. We offer a full refund on most products, as long as it’s within 14 days of receipt of goods. We do reserve the right to charge a handling fee on items should it be that the goods have been handled or used beyond what is acceptable to inspect the products.

PLEASE NOTE WE ARE UNABLE TO ACCEPT REFUNDS OR REPLACMENTS FOR Riding Hats and items that are designed for direct skin or hair contact due to health and safety. We can not refund or replace Personalised Items unless faulty nor free items or bonus products.

To get your refund you will need to complete a  Product Returns Form notifying us of your decision to cancel and why within the cancellation period.

You will need to pay for the item to be returned to us and as long as we receive the item in a state of un-use we will refund you the full cost of the item and the initial postage.  We do not pay for the postage of returning the item to us.

It's the wrong size or colour

Whilst we are under no legal obligation to offer a refund for an item that has been wrongly ordered we would prefer you to be a happy customer.

If you’re returning an item because you’ve changed your mind, there may be a deduction from your refund if it has been damaged, opened more than necessary to check it’s working, or used more than reasonably expected.

If the item is part of our regular stock we will be happy to offer an alternative size or colour. However, if the item has been specifically ordered in for you you then we reserve the right to not offer a replacement and may offer you the option of returning the item less a handling charge. We therefore would prefer to make sure you are ordering the right item to start with.

It's faulty or damaged

We do our best to make sure everything works perfectly, but if it doesn’t, we are here to help. You can reach us on 01271 850278. Within 30 days of receipt of the goods you will be offered a full refund, thereafter you may be offered a repair, replacement or partial refund depending on the product and usage and our manufacturers guarantees.

We will pay for the item to be returned to us.

How do I return my item

Step 1. Complete a Product Returns Form.
Step 2. Safely and securely package your item
Step 3. Affix our prepaid paperwork and either take to the post office or leave out for
the courier to collect.

  • In-store - You can bring your item to us at Unit 7, Coxleigh Barton, Nr Shirwell, North Devon, EX31 4JL. You’ll just need your proof of purchase.
  • Collection - If your item came by courier, we can arrange for a courier to collect it. Please call our customer services team on 01271 850278 to tell us when you’d like it collected.
  • By post - Items delivered by post can only be returned by post. We will email a prepaid postage to you which you can print off and fix to the packaged item.
  • For all returns - Please let us have any original packaging, tabs, labels and accessories and please package all goods securely. Any flat pack items must be fully dismantled before packaging.

I want a refund

The right to obtain a refund is valid where products have been found to be damaged, faulty or incomplete upon delivery. We reserve the rights for having minor differences in product colors and details. If you have any doubts regarding those details (also regarding embroidery orders), we advise you to contact our customer service before placing an order. Minor product detail differences and slight changes in colours do not justify a claim. Apply common sense.

The quality of the product in relation to the price that was paid will determine whether a worn out product is eligible for refund.

I want a replacement

Before we can send you a replacement we need you to fill out a Products Returns Form. It is important that you provide us with sufficient information about your reason for returning the product and if you would prefer compensation by a replacement. If the replacement is due to a faulty item or an error on our part, you will be either compensated for the return postage costs or provided with a prepaid option. We have no liability that might have been incurred due to the faulty or incorrect item.

You should allow 2-3 weeks for us to process your refund or to arrange a replacement.

Sending Your Item Back

To return or exchange your item, pack it carefully to a separate box or padded post envelope and send it together with a completed returns form to the address listed below:

If the item is not returned in an as new, unused state then we reserve the right to charge a handling fee.

Horsey Shopping / Barnstaple Equestrian Supplies
Unit 7 Coxleigh Barton,  Nr Shirwell
Barnstaple,  Devon,   EX31 4JL

Lost return or exchange parcels and unclaimed orders

Please note that if return or exchange parcel is lost when being sent back to us, you will only be compensated if you have the postal tracking code for the shipment.

If your embroidery order is returned unclaimed to us, we will contact you by email, telephone and mail. You have rights to get your embroidery items sent out once more. If we cannot reach you within 14 days, you will be invoiced for the item and return/administration costs. Item will be disposed.