RETURNS POLICY

You can return your Epic Equestrian item by submitting a return request via email, telephone or in your Customer Account. Once your request has been submitted it will be reviewed by customer services and approved should it meet our returns policy. The Big Horse Shop Ltd reserves the right to deny your return request, by placing your order, you accept that The Big Horse Shop Ltd.’s decision is final and is not subject to appeal.

You as the customer are responsible for the cost of your return.

Please enclose the returns form in your return clearly displaying your name and order number. Not including this information will result in your return not being processed.

1. Item has not been worn.
2. Item is free from any marks, dirt, hair, or smell.
3. Item is in clean, pristine, unwashed, sellable condition, the same as when it was received.
4. All tags are attached, and the item is in its original packaging.
5. Your item is within the 14-day return period if returning for a refund. 

Please be aware, if your return does not meet any of our requirements or returns policy, we will have no choice but to reject your return. In the event your return has not been accepted, you will be liable for the cost to ship your return to you. Please note this will not be subsidised as our delivery shipping is, this will be charged at cost. 

We aim to process returns as quickly as possible. If your return meets all our requirements and returns policy your refund or exchange will be processed within 7 – 14 working days. Please allow up to 14 working days for any refunds to show in your account.

Please ensure all paperwork and packaging clearly states, ‘UK Return – No Commercial Value – All Duties and Taxes Paid’. If this is not made clear and The Big Horse Shop Ltd incurs any charges, these will be passed on to you and will be deducted from and refunds due.

You can exchange your Epic Equestrian item by submitting an exchange request via email or telephone. We will then reserve the item you wish to exchange for.

Although we don’t offer a prepaid returns service, we will ship out your first exchange for free (UK only). If you received free shipping on your original order you will not be eligible for a free exchange.

1. Item has not been worn.
2. Item is free from any marks, dirt, hair, or smell.
3. Item is in clean, pristine, unwashed, sellable condition, the same as when it was received.
4. All tags are attached, and the item is in its original packaging.
5. Your item is within the 30-day return period if returning for an exchange. 

Please be aware, if your return does not meet any of our requirements or returns policy, we will have no choice but to reject your return. In the event your return has not been accepted, you will be liable for the cost to ship your return to you. Please note this will not be subsidised as our delivery shipping is, this will be charged at cost. 

All items being returned under warranty/guarantee must be returned to the warehouse clean.

All our items on our website, with the exception of horse boots, have a 1-year manufacturer warranty from the date of purchase which covers material or workmanship flaws only. Please contact customer services if you believe your item to be faulty or defective along with images of the faults.

Please be aware all items being returned under the warranty has to be received in the warehouse for inspection at your initial cost. Should the inspection deem the item is damaged through accidental damage, excessive wear, misuse or general wear and tear, we reserve the right to refuse the return. Should this happen, the item will be returned to you, and you will be liable for the shipping charges of this. You should not continue to use the item when damaged. In doing so you will be deemed to have accepted the item in its damaged state, thus voiding your guarantee.

In some cases a gift card may be offered in lieu of a replacement or refund, should this happen you will be deemed to have accepted the item in its damaged state,and will not be able to later claim under the 1 year guarantee for any reason.

Postage fees (up to a value of £6.50) for any justified damage will be reimbursed in the form of a gift card. We recommend using an online courier to process your return.

Items displayed as NQP are heavily discounted and are not eligible to be returned for any reason. All items shown as NQP – Not Quite Perfect are sold with slight defects. By purchasing an item displayed as NQP – Not Quite Perfect, you accept the item has a fault and is nonreturnable.

You can cancel your order within a specific timeframe due to the order processing efficiency.

If you wish to cancel your order you must do this before you receive your dispatch notification.

Once your order has been dispatched you will not be able to cancel your order. Should you wish to return your order after this time you will be liable to cover any shipping / return costs.

Please note should a parcel be refused delivery the courier will return it back to our warehouse. This can take several weeks and will incur a return to sender fee which will be deducted, along with the shipping charge before any refunds are processed.

UK

• Royal Mail £6.50
• DX £10
• DPD £10

EUROPE

• Same as initial delivery charge

REST OF WORLD

• Same as initial delivery charge