Returns Policy

Q: Can I try an item on and return it if it's not right?

Yes. But you must: Try your item on over a thin sheet to protect it from any marks, dirt, hairs or smell. Ensure the item is free from any dirt, hair or smell before sending it back Items returned to us with any marks, dirt, hairs or odour will be refused and either returned to you at your cost or refunded as a store credit only with deductions made.

Return Policy

We hope you love your Epic Equestrian item, but if something isn't quite right we offer exchanges, store credit or refunds. You have *28 days from your delivery date to return your item to us. Returning your item to us is your responsibility and we don't provide a return label. We recommend sending your items tracked using Royal Mail's online click and drop service. **Exchanges will incur additional postage fees.

How to return

Request a return in your customer account, by phone +44 01254 279666 or by email info@thebighorseshop.co.uk. For exchanges please leave a note with the size / item you'd like to exchange for. Complete the return form on your packing slip and include it inside your packaging. Do not stick this to the zip storage bag.

Return process

*You have 14 days from receiving your order to request a return, once your return is accepted you have a further 14 days to return your item/s to us. We must receive your return within 28 days of your delivery date.

Returns are processed manually and can take up to 14 working days to be processed.

**Exchanges are subject to additional postage fees to ship your new item out to you. For UK orders only, we may ship your exchange for free if:

You paid for express shipping on your original order
Your item is valued £90+

Return conditions

To be eligible for an exchange or refund your item must be returned unworn, unused, unwashed, not altered in anyway, with all original tags attached, free from dirt, hair and odour, zip storage bag intact, and in clean pristine sellable condition the same as when you received it.

Any returns that are damaged, dirty, altered, or worn beyond what is necessary to inspect the item, may be refused, partially refunded or refunded to store credit only. Any deductions will be determined at our discretion.

Non-returnable items

All non-returnable items will be clearly marked with ' NQP ' meaning not quite perfect. The imperfections of the items will be clearly stated in the product description. These items may have faults or marks and can't be returned to us for any reason.

Return address

UK Returns

The Big Horse Shop Ltd, Unit 4 Appleby Business Centre, Eden Street, Blackburn, BB1 3BL

International Returns

UK Return - No Commercial Value - All Taxes and Duties Paid, The Big Horse Shop Ltd, Eden Street, Blackburn, BB1 3BL, United Kingdom

It is very important on all customs documents and mailing packaging you clearly state the items are a UK Return with No Commercial Value and all the Duties and Taxes have been paid. We recommend contacting your local tax office as you should be able to claim back any taxes and duties you paid when importing your order.

FAQs

How long do I have to return an item?

You have 14 days from your delivery date to request a return. Once accepted you have a further 14 days to send your item back to us.

We must receive your return within 28 days from your delivery date.

Do you provide a return label?

No, returning your item back to us is your responsibility. We recommend using a tracked service.

What happens if my item is faulty or damaged?

Email info@thebighorseshop.co.uk detailing the issue along with photos of the damage / fault.
Once reviewed we may ask you to return the item to us for inspection. We don't provide a return label, this is done at your cost. Ensure to keep a receipt and send it on a tracked service.
If a manufacturing fault is found a replacement or refund will be given along with a reimbursement of your shipping cost up to a value of £6.99 will be given

Please note all boots and legwear are not covered under the manufacturing guarantee due to the nature of their role. These items can't be returned to us if they get damaged during use.

Can I return sale items?

Yes. All items on our website apart from items displayed with NQP can be returned to us for an exchange, store credit or refund if returned in the correct condition within our returns window.

Will I get a refund or store credit?

We offer refunds to your original payment method and store credit options. To be eligible for a refund your item must be returned in the correct condition within the returns window displayed above.

Can I try an item on and return it if it's not right?

Yes. But you must:

Try your item on over a thin sheet to protect it from any marks, dirt, hairs or smell.
Ensure the item is free from any dirt, hair or smell before sending it back

Items returned to us with any marks, dirt, hairs or odour will be refused and either returned to you at your cost or refunded as a store credit only with deductions made.

Need further assistance?

Get in touch

If you'd like to request a return or discuss an exchange fill in the form below. Please include your best contact number, the name you placed your order with, and your order number.