We have a 30-day return policy, which means you have 30 days after receiving your item to return is back to us for a refund.
To be eligible for a return you must contact us prior to the sending it back to us and the item(s) being returned must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Any items of horse wear or clothing must also be free from Hair, dirt and any Mud so please be careful when trying items on your horse or pony. The return must also be received back by us within 30 days of it being received by yourself. Return postage is at buyers own cost unless we have made a mistake (sent incorrect item) or if the item has developed a manufacturing fault. We have an option to print our a PRE-PAID returns label to send your item back via Royal Mail at a cost of £3.50. If you choose to use this method we will deduct the £3.50 from the Refund when processing it. It is a fully tracked service giving you piece of mind as to where your return is, You just need to print the label, stick it on the package and take it to a customer service point (usually at the local delivery depot) or to a post office branch, you can even arrange for Royal Mail to collect it from your house for a small fee.
To start a return, you can contact us via e-mail or Chat and then if you wish to print a returns label, please go to
http://www.royalmail.com/track-my-return/create/5542 in order to obtain a returns label. Alternatively we can send a returns label through our system upon request. Please be aware we do not offer free returns - You will be charged £3.50 which will be deducted from your refund should you choose to use the returns label we provide.
Items sent back to us without first requesting a return via E-mail or chat may be delayed in being processed. We always try our best to process returns within 2 working days of being received back to us. We have the right to refuse any return that is received back after the 30 days have passed.
You can always contact us for any return question at gemma@thomasequestrian.co.uk.
Damages and issues
Please inspect your order upon reception and contact us within 2 days of being received, if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned such as custom products (such as special orders or personalized items), and clearance items. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know that the refund is being processed. If all is ok with the item returned, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. Please allow 3 working days for refunds to appear back in your account. We may offer a partial refund for items returned missing tags/retail packaging, with mud or hair on them or if returned after the 30 days.
If you are concerned at all that you haven't received your funds for a return then please e-mail gemma@thomasequestrian.co.uk.
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