EQUINE ESSENTIALS DIRECT RETURNS POLICY
We are happy to accept returns on unwanted products up to 28 days from you receiving the product. At Christmas time we are happy to extend this to cover the festive period. If for any reason it is not possible to return the product in the timeframes, please contact our Customer Services Team on 01494 872882 and we will be happy to discuss extending our terms.
Please ensure that you protect any products from becoming worn or soiled whilst trying them for size and fit. On cancellation for whatever reason you must follow our returns procedures (set out below) and return to us the products that we have delivered to you in accordance with these procedures.
In all circumstances please firstly contact us by email (firstname.lastname@example.org) or by post at Returns Department, Equine Essentials Direct, Denham Green Lane, Denham, Middlesex, UB9 5LQ or by phone 01494 872882. If you contact us by telephone you will need to follow this up with confirmation to us in writing either by email or post.
If the products are defective, incorrect or damaged on delivery we will either reimburse your reasonable costs of return to a maximum of £6.50 or arrange collection at your convenience, and (at your option) replace the products (where the same or equivalent products are available) or refund you for the price paid including the delivery charges of any such products provided that the products are complete and in "as delivered" condition as supplied in the original packaging. We recommend that returns are sent via myHermes.com – myHermes will collect the parcel from you and deliver straight to us. If you would like us to arrange collection please see our “Collect My Items” Section.
It is your responsibility to arrange collection of any unauthorised returns from our premises, for example products which have been returned because they were defective but which are subsequently found not to be defective; accordingly we reserve the right to return these products to you at your cost. Such product will be held for a period of six months after which time the product will be destroyed if you have not made the appropriate arrangements for the goods to be returned to you.
You have a legal obligation to take reasonable care of the products while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation.
If you are not completely happy with the purchase you have made, for any reason at all, then you may return the product(s) within 28 days of receiving the products for a full refund of the price of the product(s). To qualify for a refund, the product must be returned within 28 days of you receiving the product(s) and in its original condition. Please return the product(s) with the original packaging we used to send it to you to ensure that the product(s) is not damaged during transit.
If you would like to return the product(s) yourself you can take them to our store. You will only be able to return products to our store provided that you have complied with all provisions of these Terms and Conditions. Please ensure that you take with you to the store a copy of your original Delivery Note and the actual payment card used to purchase the products.
Where an exchange is required as you ordered the wrong size, colour etc. or simply want an alternative product, there will be an additional postage charge to cover the costs of sending the goods to you. Similarly, where the goods are returned to us as undelivered by your postal service, and we agree to re-send them to you, you will have to pay the additional postage costs. Please note we will not send any exchanges until the original order has been returned to us.
If you fail to return packaging which is an integral part of the overall product (for example branded packaging on high value items) then you will not have returned all of the goods, and we reserve the right to recover the cost of replacement from you and where there is evidence of dishonesty, to refer the matter to the police.
Where goods are returned in a damaged, worn or dirty condition, which indicates that they have been worn or used after you have had a reasonable chance to inspect them on receipt, we will consider you to be in breach of your legal duty to take reasonable care of the goods and reserve the right to recover appropriate sums from you.
Under no circumstances will goods be accepted for return that have been made specifically to a customer's requirements, design or measurements.
Where you return items to us which are not the goods which we dispatched to you, you will not have returned the goods, and accordingly will be deemed to have accepted the original goods which we sent you. We will notify the police where there is any attempt at fraud or dishonesty (for example where lower value items are returned), and will actively pursue all such cases through the courts. We will also actively fight any fraudulent claim-backs made through your credit card company.
If you do not comply with your obligations above, we may make a reasonable charge to cover any costs that we incur (for example in respect of wasted collection journeys or for goods that you have wrongly used, damaged, dirtied, or lost.)
Returning goods from outside the UK
Please note that when posting return goods from outside the UK, you are responsible for paying any customs levies or duties on those goods payable either on exit from your country or on entry to the UK. If the goods which you have sent back to us are kept in customs because you have not paid those levies or duties, we will not have received them. Because it is your responsibility to pay all customs duties, legally you will not have returned the goods to us, and you will not be entitled to any refund or exchange.
Where you paid for products by payment card, refunds will be made by re-crediting your payment card account from which the money was originally debited.
All refunds will be made within 30 working days either:
When products have not yet been delivered to you and we confirm in writing to you that your order has been cancelled; or
Where products have been delivered to you and there has been a return of the products to us.