RETURNS: Our policy lasts 21 days. If 21 days have gone by since your purchase, unfortunately you may not be eligible for an exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, with no dirt, hair or other flaws. This is a fair and reasonable expectation, given receiving brand new items.
To complete your return, we require notification of intent to return to process by email email@example.com or other messaging correspondence method.
There are certain situations where no or only partial credit are granted (if applicable)
- Goods returned that are clearly used, are dirty, marked or contain horsehair.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
If you need to exchange it for the same item but different size, send us an email at firstname.lastname@example.org if you meet the above criteria.
If item is listed as a second, individual return policy (if any) will be listed specifically for these products.
REFUNDS/CREDITS/EXCHANGES: Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your exchange based on the condition.
If item is found to be in the condition of criteria above, then your exchange will be processed, and a credit will automatically be applied to your account or replacement item dispatched.
In the event that items are not returned for exchange in the above conditions, we will be required to on-charge the customer for the devaluation of the item.
A restock fee may apply to orders refunded due to other circumstances of $5.00 per 3 items.
Sale items Only regular priced items may be exchanged, unfortunately clearance/say items may not be eligible to be exchanged.
FAULTS: It is unusual for products to exhibit faults, however should you feel that you have a faulty item, with a fault relating to hardware, the first step is to send of clear images of your claim and approval by emailing email@example.com. From there we can access the claim and provide cause of action of repair or replace. We do not replace or remedy wear and tear, visible pressure or pull damage, rips or damage caused by the horse’s environment or actions.
We try very hard to ensure we make rugs that are of high quality, with strong fabrics and fittings to ensure they have the best chance of standing up to the stresses and pressures that horses can force upon them.
Rugs will get damaged and torn from snagging, biting, fencing, rolling, ill-fitting rug etc – the list of possibilities are endless. We will not honour replacements or remedy for any item that has been destroyed from such misadventure. Visible pulling, snapping or pressure of stitches and fabric is not a manufacturing fault.
Some horses are easy on rugs, others not so much. You need to consider your horse’s temperament and the environment you will be keeping him in to ensure the rug you have purchased will be suitable for him.
So even though we produce the best we can to ensure quality, using the strongest threads and fittings, superior to the market, there is nothing that is 100% horse proof but you have the best chance if your horse is comfortable, not over rugged or exposed to potential objects or circumstances, such as sharp objects or playful paddock friends.
SHIPPING: To return your product, you should email firstname.lastname@example.org to be emailed the closest depot address for return.
You will be responsible for paying for your own shipping costs for returning your item and/or receiving an exchanged item that is returned for any reason other than manufacture fault.
Shipping costs are non-refundable. If you receive a credit, the cost of return shipping will be deducted from your credit or additionally oncharged.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
When shipping an item for return, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.