Returns can be made online via your customer account or by contacting customer support by telephone or email. Please ensure you send all returns in protective packaging to prevent the items from getting damaged. It is really important you enclose a returns form inside your return so we can identify who has sent the item back. This can be downloaded and printed off here: Returns Form

Returns Address for UK customers:
The Big Horse Shop Ltd, Unit 4 Appleby Business Centre, Eden Street, Blackburn BB3 1JY

Return Address for International customers:
UK Return - No Commercial Value - All Taxes and Duties Paid, The Big Horse Shop Ltd, Eden Street, Blackburn, BB3 1JY, United Kingdom

For all international customers returning an item, 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 oyu paid when importing your order.

Under UK law, you have the right to cancel your order for any reason within 14 days of receiving your goods. You must inform us of your decision to cancel within this period. Once you have notified us, you have a further 14 days to return the goods to our warehouse.

Refunds issued will cover the costs of the goods only, we do not refund any shipping cost, unless the item is faulty, damaged or not as described. All refunds will be processed to your original payment method. We try to process refunds as quickly as possible but please allow up to 14 days for the amount to show in your account.

Please be aware any returns made outside of our returns policy window may only be refunded in the form of store credit. This can be found in your customer account and does not have an expiry date.

All returns are at the customer's expense unless the item is faulty, damaged or not as described. We recommend using a tracked courier for your return.

Exchanges can be made under your customer account, when requesting a return please add an additional note of the size you wish to exchange for so we can reserve this item for you. Alternatively, you can organise an exchange by contacting customer support directly over the phone or by email.

For UK exchanges valued £90+, where express shipping was chosen on your original order, we will ship out your exchange item for free on a standard service. If you opten for the free standard shipping on your original order, you would not be eligible for the free exchange shipping.

All items must be returned in their original condition: clean, unworn, unwashed, with tags and storage packaging inact. 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.

If your item is faulty, damaged or not as described, please contact customer support with images before returning. We may reimburse up to £6.99 for return shipping costs in the form of store credit.

All products with the exception of: Horse Boots, including travel boots, brushing boots and overreach boots, are covered by a 1 year manufacturing guarantee.

Items damaged though misuse, accidental damage and excessive wear, or general wear and tear are not covered.

Returns, refunds and exchanges can only be processed after items are received and inspected at our warehouse.

If a parcel is refused at delivery, it may be returned to our warehouse. This can take several weeks and will incur a return-fee from the courier, this fee will be deducted from your refund.

All returns must be sent back in protective packaging to prevent the items from becoming damaged in transit. Any returns sent in an inappropriate manner failure to comply will result in a refusal or deductions from any refund, exchange or store credit.

Do not tape documents to the reusable packaging; failure to comply may result in deductions from any refund, exchange or store credit.

We only accept returns from the person who originally purchased the item.

This policy does not affect your statutory rights under the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015. You are entitled to a full refund of the goods if an item is faulty, damaged or not as described.