HOW WE PROCESS YOUR ORDER
Our policies and processes for events that happen after you’ve placed your order, are set out below. If you cannot find an answer to a question that you have, please email our Customer Services team, or call us on 01438 869442. Our telephone lines are open Monday to Friday from 9am-5pm.
We accept that sometimes you may need to cancel your order after you’ve placed it or reduce the quantity of an item you’ve ordered. You can do this from the moment you place the order until seven working days after the day after that you receive it. However as we process our orders as soon as they are placed, you may not catch your order in time as we will already have started to process it. If we have started to do this, this means that you simply need to follow our Return Process instead, i.e. wait until it is delivered to you and then return the unwanted items to us.
Changing your order
If you want to add an additional product or increase the quantity of a product on your order, you will need to place a new order.
If you want to change the delivery address, remove or reduce the quantity of a product on your order, please contact the Equus Customer Services Team by email or call us on 01438 869442 during the opening hours stated above. Please ensure that you have your order number to hand along with the date that you placed the order as this will help us deal with your query more efficiently.
OUR RETURNS AND EXCHANGES POLICY
We accept that, at times, you will need to return an item that you’ve ordered, either for a refund or exchange. We’re happy to exchange or refund providing the following conditions are met:
- The item is in perfect condition, complete with its original packaging.
- You return the item within 14 days (for UK orders) or 21 days (for International orders) of having received it from us.
- You enclose your despatch note, giving a reason why your item is being returned.
If the item you’re returning to us does not meet all the conditions above, we will not give you a refund. Furthermore, we may have to send your item back to you, for which we’ll charge you the cost of postage.
We process refunds and exchanges in the order they’re received. As such, we aim to issue refunds within 21 days of us receiving them.
For UK customers, we do not charge packing and postage for delivery of a first exchange. However, we do ask for payment of the packing and postage cost for subsequent exchanges. This charge will vary according to the value and weight of your item(s).
For International customers, we do not provide free delivery on any exchanges. As such, we will ask for payment of the package and postage cost for any exchanges. This charge will vary according to the value and weight of your item(s).
- Your return is your responsibility until it reaches our warehouse. So do ensure it’s packed up properly and can’t get damaged on the way. To avoid loss, you may wish to use a tracking service for your return.
- If a return is received by us after 14 days of you receiving it, we’ll give you the choice of a gift card or exchange to the last known value of the returned item.
Some items, such as underwear and riding hats, are non-returnable and non-refundable. This is for health & safety and hygiene reasons. We specify on such products that they're non-returnable & non-refundable.
Riding hats. A riding hat is an important piece of safety equipment. Because of this, we expect you to have already been fitted by a qualified hat fitter and to know your size. Furthermore, a hat that has been dropped should not be worn again, even if there appears to be no damage to the hat. For this reason, all riding hats on our website are non-returnable and non-refundable.
Underwear. For hygiene reasons, all underwear on our website is non-returnable and non-refundable.
HOW TO RETURN AN ITEM TO US
Follow these two simple steps:
Step 1 - Tell us why you're returning your item
If you wish to return an item, please enter a reason next to the relevant item(s) on your despatch note. Reason codes are listed below. Please also let us know if you require an exchange. Please remember, we will only issue a refund when a reason for the return is provided. Before you post your item(s) back to us, please email us at email@example.com as we’ll then keep an eye out for it.
If you need to return a damaged or incorrect item then it is especially important that you contact us before returning the item.
Reasons for Return / Exchange:A. TOO SMALL
B. TOO BIG
D. NOT WHAT I EXPECTED
E. POOR QUALITY
F. WRONG COLOUR
G. POOR FIT
H. ORDERED BY MISTAKE
I. MATCHING ITEMS MISSING FROM MY ORDER
J. INCORRECT ITEMS SENT
K. OTHER (PLEASE STATE)
Step 2 - Return your item
Package up your despatch note and your item (in its original packaging) and return it to: The Returns Team, Equus Products and Services Limited, The Old Office, Walkern Hall Farm, Walkern Hall, Walkern, Hertfordshire SG2 7JA.
HOW WE ISSUE REFUNDS
Once we’ve established that the Return meets the conditions above:
- we will refund the credit or debit card of the person who originally placed and paid for the order
- If you have requested a refund in writing within 7 working days of receipt
- we will refund the price you purchased your item at - this includes sale items that you return as well.
We process refunds and exchanges in the order they’re received. As such, we aim to issue refunds within 21 calendar days of us receiving them.
MISSING, INCOMPLETE OR DAMAGED ITEMS IN YOUR ORDER
If your order doesn’t arrive when you expect it to, check the status of your order online. Sign in to your account to view the order in question. An order with a ‘Dispatched’ status should have been delivered within the time period indicated in the delivery option you choose when you placed the order. If your order has not arrived and you believe it should, email our Customer Services Team at firstname.lastname@example.org, or call us on 01438 869442. Our telephone lines are open Monday to Friday between 9am-5pm.
Finally, if your order arrives and there is something missing or damaged in it, please email our Customer Services team, or call us on 01438 869442. Our telephone lines are open Monday to Friday between 9am-5pm.