Returns
Hassle free returns
Returning an Item? No problem, here’s how...
Returns Period: 30 days from receipt of goods for exchange or refund (for unused goods in perfect condition)
Don’t Forget – No matter how you purchased from us, please always provide your name, telephone number, reason for return and proof of purchase (Proof of purchase for web orders – Order no. is fine).
Our easy returns procedure
Instructions
- Decide whether you would like to exchange the item, or have a refund? Then email us at sales@coolequestrian.co.uk to notify us that you require a label, please include your order number and whether you need an exchange or refund.
- Complete the returns form – and include this in your return package. If you didn’t receive a return note in your parcel, please download and print one by clicking here.
- Package up the item(s) – Always protect the item with outer packaging, either with the original packaging, or an equivalent alternative (even a bin bag is better than no bag).
- Send your item(s) back to us - You can either get a ParcelForce returns label from us (cost of £7.95 - UK only) and drop it off at your nearest post office, or you can send your parcel back using your preferred method.
ParcelForce returns label
ParcelForce returns labels are sent via email and you will need access to a printer to print this label. You can then stick it to the outside of your parcel using clear celotape, ensuring you cover the entire label to protect it.
At this point you then take the parcel to your nearest post office, and they will process the parcel. There is no payment to make at this point, so please just ensure you obtain the receipt as proof of sending.
If you are returning your item for a refund, then £7.95 will be deducted from your refund total. If you are returning for exchange, then we will need to take £7.95 payment separately for your label.
Valid for UK returns only.
Important information
Please read all of the information below before sending your item(s) back
Packaging - Insufficient packaging or sticking returns labels or notes to the item(s) packaging itself may make the item not fit for resale, which would mean we would not be able to offer you a refund. Please be sure to protect the item adequately (especially delicate or safety items such as hats) including suitable padding and always use exterior packaging. Do not stick anything to the items actual box/packaging itself, returns labels should be stuck to the exterior packaging (mailing bag or box) only. A bin bag is better than no packaging at all.
Exchanges - If you would like an exchange, please make this clear on your returns form and our team will be more than happy to help you. Please note, in the same terms as our delivery, postage charges may apply.
Refund Method & Timing – Refunds will be made to the original payment method, once the item has been received back to us, inspected fully and the refund approved by a managerial member of staff. We aim to complete all refunds very promptly. However, please allow 30 working days for your refund to be completed from the date of return. If you have any queries please don’t hesitate to get in touch, we are here and happy to help.
Returns Form Completion – Regardless of your reason for return it is essential that you correctly complete our returns form, so we have all the information we need to efficiently deal with your order. Unfortunately, therefore any returns without a completed returns form may be delayed/unable to be processed. If you don't have one, please. Click here to download a returns form.
Hygiene Regulations - (1) Due to Health and Safety regulations plus the potential hygiene issues associated with the inspection and handling of Footwear and Horse Clothing, we are unable to handle and inspect any items returned to us unless they are clean and dry (Health and Safety Act 1974). (2) We also cannot accept returns of underwear or jewellery due to health and hygiene laws. We apologise for the inconvenience.
Free Gift? - If the item you are returning came with a free gift then you will also need to send that back. If you do not send the gift back, then the value of the free gift will be deducted from your refund total. If you are exchanging your item for the same thing in a different size, then you may of course keep the free gift.
Customised Items – Please note that customised items cannot be cancelled or amended once the order has been processed.
Faulty products / warranty returns
We are here to help
Firstly, please be assured that we fully appreciate the inconvenience and dissatisfaction that you may be experiencing when dealing with a potentially faulty item. It is our utmost priority to deal with your problem as helpfully and efficiently as possible.
The Nitty Gritty
Most products are guaranteed for 12 months with a manufacturer’s guarantee (Consumer rights Act, 2015) valid from the date of receipt and providing they are used in accordance with the manufacturer’s recommendations (fair wear and tear). If you have any questions regarding the guarantee, please contact us. The judgement of faulty items is usually completed by the supplier/manufacturer, so time must be allowed for their assessment and report so that we can then move forward and resolve the issue.
Please allow up to 30 days for an exchange or refund in such instances. This is an addition to your statutory rights. If you have any further questions, please contact us.
What to Do
- Please contact us (telephone 01823 6731333, email sales@coolequestrian.co.uk) and we will advise you on how to proceed with your warranty query. In some instances, suppliers may want photographic evidence of the fault first, in other cases we might need the item back. In such instances we can email you a Parcelforce free post returns label at no cost to yourself. If you do not contact us before returning a faulty item, then unfortunately we will only be able to reimburse you for your own cost of postage to the maximum value of £6.95.
- (If appropriate) Send the item back following instructions 2-5 in the above return’s procedure.
Now just put that to the back of your mind and let us take it from there. We will have it sorted for you in no time, but meanwhile, have patience and know your issue is our priority.