• When you order from our website, you have the right to return your purchase within 30 days from the day you received it. 
• The product(s) must be in unused condition as it was received. 
• The product(s) must also be in its original packaging, undamaged/untorn with intact labels.
• All items are inspected before a refund or exchange is processed and items deemed to be in anything other than brand new condition will be returned to you or charged a restocking fee.

If any item returned breaches any of the terms outlined in this policy, we reserve the right to return the item back to you in the same condition it was received in.

If you wish to return a product, please contact us via email at returns@equestris.co.uk with your order number and information about which products you’d like to return. We will then send you the required documents to enable the return.

1. Complete in full the return form that will be sent to you.
2. Use the provided return label included with your delivery to make the return.
3. Place the product(s) you wish to return in the original package or other suitable packaging. 
4. Send the product back to us using your preferred method.

As soon as we have received and processed your return, we will refund you for the returned product(s). The original shipping costs will not be refunded.

We strongly recommend you send your package by recorded delivery as we cannot be held responsible for goods lost in transit to us.

If you want to exchange a product:

1. Please return the product as described in the section How do I return a product?
2. You will then be issued with a personal credit/coupon code.
3. Place your new order on our website.
4. Use your personal code in the checkout.

Don’t hesitate to reach out to our customer service team if you have any questions: returns@equestris.co.uk

We will refund you or apply a credit to your account as soon as we have received and processed your return.

We will aim to action refunds within 10 working days. Credit/debit cards may take up to 7 workings days to clear into your account.

We always try to solve complaints regarding faulty items in the easiest way possible. Please contact our customer service team on customerservice@equestris.co.uk with your order number and some pictures of the faulty product.

The problem must be due to a manufacturing fault as damage caused by normal wear and tear is not an acceptable reason to make a complaint.

If you have any further questions, please don’t hesitate to get in touch. One of our friendly customer service agents will gladly help you at customerservice@equestris.co.uk