Cancellation, Returns and Refund Policy
We want you to be delighted with what you order but, if for any reason you’re not, we have a no quibble returns policy. You can return any items (faulty, damaged, unsuitable or unwanted goods), for an exchange or a full refund of the price you paid, including the delivery charge. If you wish to cancel an order you have not yet received, that’s fine too, we’ll give you a full refund, including the delivery charge.
Unfortunately we can’t do the same with personalised or custom-made items, and these cannot be cancelled or returned unless damaged or faulty. In this case, replacement goods will be sent and delivered free of charge.
How to cancel or return items
If you want to cancel an order or return items please drop us a line by email or letter, (let us know by phone if you’re using snail mail so we can start to solve the issue while we wait for your letter). You’ve got 28 days to let us know if you would like to cancel an order or return something.
Refunds will be given as soon as possible and within a maximum of 30 days from the cancellation date. We’ll pay you back the way you paid us and email confirmation of the transfer.
Goods lost in transit
We use a tracked next day service to deliver orders, but in the unlikely event of goods being lost in transit, we’ll send replacement goods or provide a full refund, including delivery charge as soon as we can.
If you’re returning an item, we’d ask that you take good care of it and ensure that it’s properly packaged up to get it back to us in tip-top condition.
Items must be returned within 30 days and with their original packaging if possible. With the exception of faulty or damaged goods, you are responsible for the costs of returning items. Please complete the form including reason for return and enclose with your returns. We recommend you use a postal service that offers proof of postage and insures the value of goods you are returning in case of damage during transit. In the case of very large or very heavy items, we will arrange collection by our courier and you will be charged a contribution towards the cost of this up to a maximum amount of £50. Please see delivery costs for more details.
You can contact us
by telephone: 01227 731148, between 9am and 5.30pm, Monday to Friday
by email: [email protected]
or by post to Equestrian Art LTD
Mill House, Station Road, Chartham, Kent CT4 7HZ