Returns, Exchanges & Refunds

We will happily refund or exchange any items that are damaged or defective upon opening the packaging. If you have found the product has a defect or is damaged, please take photographic evidence and send to us within 24 hours of receiving the item. All refunds will be given with store credit. Credit refunds for damaged or defective products will only be available after good have been returned and inspected and will be in the original mode of payment.

If you wish to return any product that has been incorrectly purchased, please contact us within seven days at info@equestri-online.com. Return requests received after the seven day window will be charged a 15% restocking fee. Delivery charges are non-refundable and the cost of returning incorrectly purchased products is the responsibility of the customer.

All returns or exchanges for items of clothing, saddlery, horse tack or any other accessories which could be deemed to have been used, should be communicated to us within five working days of receiving the goods and customers are required to submit to us the completed necessary “Returns Request” paperwork.

We do not accept product returns if:

- Products have been altered in any form their original purchase

- Tags and labels have been removed or if original packaging is not available

- Items have been used

- Items that have been purchased on sale or promotions

Food & supplement products must have at least 6 months validity and must be in good condition to be accepted by us.

Please note that we reserve the right to refuse any returned items if the product has been used or tampered with.

Please give us some time to process your return/exchange. It takes about 1-2 business days for us to receive the returned or exchanged product (s) back from you. Within 48 hours of receiving the item back in our warehouse, you will receive an e-mail and a credit note that reflects that the amount has been credited into your account.

 

Cancellation Policy

 

Customers can cancel their order at any point unless the order has already been dispatched, in which case, please refer to refund policy. If the purchase was made online, a refund will be made back to the customer’s credit card. Please allow for up to 21 days for the refund transfer to be completed. Any items paid for by cash on delivery, will be refunded with store credit.

 

Lost or Damaged Goods

 

In the unlikely event that any goods are lost or damaged in transit, please contact us immediately via email to sales@equestri-online.com. In the case of non-delivery please wait seven working days from the date of your order in case it has been delayed. In case of goods received damaged or faulty please retain the goods and contact us within three days of receipt, whereupon we will arrange for the damaged or faulty goods to be exchanged or we will provide a refund or store credit of the cost of the goods.