Orders and returns policy
We want you to be happy with your purchase from Complete Equestrian Ltd. If for any reason you aren’t satisfied, please let us know. We offer a 14 day “no quibble” returns policy and we will be happy to exchange the item or issue a refund to the credit or debit card of the person who originally placed and paid for the order. Please see below for products excluded from this policy.
It’s important that any unwanted item, unless faulty, are returned in a re-saleable condition. You must keep all original packaging and labels, and all items are required to be undamaged, unused and unsoiled.
How do I return goods to you?
If you would like to return an item, then we ask you to notify us of this within 14 days of receipt of the delivery. Please contact us at firstname.lastname@example.org or telephone us on 02920 866126. Please complete the Customer Returns Form that was enclosed with your delivery. All goods for return or exchange must be received by us within 14 days of delivery to you.
If you would like to exchange a product we have supplied to you for a different size or colour please state this in the Customer Returns form. You are responsible for the cost of returning the items to us and we strongly recommend you take out insurance to cover the goods whilst they are in transit to us. Please ensure any package is clearly marked for the attention of the “Returns Department”. All goods for return or exchange must be received by us within 14 days of delivery to you.
We will send out the replacement item on receipt of the returned item. Items valued at more than £100 will be exchanged free of charge for delivery within England, Scotland and Wales excluding Scottish Highlands and Islands. Items valued at less than £100 will require an additional shipping fee of £6.95 to be paid by you.
For all exchanges to be delivered outside England, Scotland and Wales including Scottish Highlands and Islands please contact us for a postage quote.
If you would like a refund then please state this in the Customer Returns Form. You are responsible for the cost of returning the items to us and we strongly recommend you take out insurance to cover the goods whilst they are in transit to us. Please ensure any package is clearly marked for the attention of the “Returns Department”. All goods for return or exchange must be received by us within 14 days of delivery to you.
Provided the goods are in an as new condition (not damaged, used or soiled) we will refund the cost of the goods (excluding any delivery charge) onto the card which you used to make the original payment. We will process the refund as soon as possible after receipt of the goods. Whilst that is likely to be within one or two working days of receipt of the goods the payment may not show on your statement for 2-3 weeks.
Items not covered by our Returns policy
We are unable to accept special order items such as made to measure boots or jackets, personalised items, books or underwear for refund or exchange unless they are faulty. We will also not accept the return of any riding hats.
Returns to store
We are very happy to take in any returns in person at our store if that is more convenient for you. If you don’t have your receipt, order confirmation or delivery note, we’ll give you a credit note to the value of the current selling price instead of a refund.
Thankfully manufacturing faults are rare and we would expect these to become apparent shortly after the product is used for the first time. There is an assumption that products purchased more than 6 months ago that have developed damage are unlikely to be faulty. Please contact us as soon as you think your product may have developed a fault and we will discuss with you the best way for us to manage the process. Please contact us at email@example.com with full details of your purchase and any fault and we will get back to you as soon as possible. Alternatively please feel free to call us on 02920 866126.
Health and Hygiene
In accordance with the Health and Safety at Work Act 1974 we can only accept items returned to us for inspection if they are clean and dry.