Shipping policy

Delivery to the UK

Every effort is made to dispatch parcels in 3-5 working days, but we try our hardest to send them within 24 hours of receiving your order.

All goods are dispatched by Royal Mail Special before 1pm, Royal Mail Tracked 24 or Royal Mail Tracked 48. The price depends on the size and weight, please see table below.

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Parcel force may be used as an alternative, but with the same lead time.

Please choose your option at the checkout page.

 *prices subject to change

From time to time items can be temporarily out of stock, you will be contacted and we will then advise the lead time.

 

Delivery to Europe and the Rest of the World
Please enquire for cost and lead time for delivery.

Overseas Bank Transfers
Please ensure that any bank charges are paid for by yourself.

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Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return and return the product(s).

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags (if applicable), and in its original packaging. You’ll also need the receipt or proof of purchase.

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Custom items and equipment are non-returnable and non-refundable.

To start a return, you can contact us at 318horsesupplies@gmail.com

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

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When returning items, please state clearly your requirements, whether you require exchange of goods or refund.

Please note that returns will need to be sent to the following address: Kentrigg Farm, Adbolton Lane, West Bridgford, Nottingham NG2 5AS.

We recommend you use a signed-for delivery service and please retain your proof of postage. Please note that you will have to bear the direct cost and responsibility of returning the product.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Unless the item is faulty, there will be an additional postage charge to resend the correct item.  

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

Refunds on non delivered items will not be made until 3 weeks have passed for the UK and 6 weeks for Europe and the rest of the world.
 

Exceptions/non-returnable items

Unfortunately, some items are non-cancellable, non-returnable and non-refundable:

• Anything that’s made to your specific requirements- custom products (i.e. is personalised, custom order, made to order, special order or can't be resold by the Seller as made to the customer's specifications)

• Creative pieces that are specially commissioned when you place an order

• Perishable products (like food or flowers)

• Personal items sold with a hygiene seal (like earrings, cosmetics etc.) where the seal is broken, and material face masks

 

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Custom Products Warranty:

All Custom Products are guaranteed to be free from defects in workmanship or material under normal use for a period of 30 days from date of purchase. If any item that is claimed to be defective within this time, we will repair or replace the product or component if it is determined that the defect existed at the time of manufacture or developed under normal use.

Custom Returns & Exchanges Info:

No returns or exchanges can be accepted if the merchandise was custom produced, including custom size, custom colour, custom printed or custom built supplies or equipment. Any issues as described under the Warranty section above will be taken care of with any custom product we've produced.

 

Please don’t hesitate to contact us if you have any questions or concerns via email at 318horsesupplies@gmail.com