Refund policy

 

Our Returns Policy

You get 14 calendar days to cancel your order because you have changed your mind. This two week cancellation period starts from the day you have received all of the items in your order. Returned goods are available for a credit refund only & postage will not be covered in the credit, postage is covered by the customer. 

Returned goods must be in the same condition that you received it - unworn and unused with tags and the original packaging NO REFUND WILL BE ISSUED UNTIL THE GOODS ARE IN OUR POSSESION

To start a return please contact us via email info@highgatehorseware.co.uk

You have 14 days in which to return your item once approval has been confirmed. Items sent back without requesting a return will not be accepted. If you return goods outside of the time frame given in this refund policy we reserve the right to return the goods to you at your cost and no refund or exchange will be granted. 

Return address is :

13 Warburton

Emley

Huddersfield

HD8 9QP

Safety items such as hats, helmets and body protectors are non refundable.

Clippers are non refundable due to hygiene reasons

Rugs are non refundable for hygiene reasons

There are no returns on SALE, JOBLOT or PRE-OWNED items (IF A RETURN IS AGREED AT OUR DISCRETION A 10% RESTOCKING FEE WILL BE CHARGED)

If you require an exchange, (you must inform us within 14 days of receiving the item) additional postage will be covered by the customer to post the replacement.

Please be aware if you have paid with a card refunds can take 3-7 working days to show in your bank account

Cancelled Orders

In the unfortunate event we have to cancel your order due to insufficient stock we will do so as soon as possible. Please be aware refunds again can take 3-7 working days to show back in your account

Horse Bit Returns

Please note, unless damaged we cannot accept horse bits back for a refund. This is for health & hygiene reasons.

Faulty Goods

You have 30 days from receiving the item to report faulty goods, and remember to get in touch before returning. You can do this by going to the ‘Contact Us’ section and a member of our team will look into it. 

Please note we will only refund up to £6.50 for the return postage costs.

Please don’t use any faulty items after finding the fault, or we may not be able to provide a refund.

Items will NOT be refunded if the fault is thought to be due to misuse

Lost parcels

In the event that your parcel does not arrive within 14 days of purchase, please inform us of the non receipt of your item so we can open a dispute with the courier. This process can take 2-4 weeks and only after the courier conclude their investigation and refund can we issue you with a refund. Please be patient while this process is ongoing.

Postage For Returns

• It is the customers responsibility to cover return postage costs and obtain proof of postage. If the item does not get to us it is your responsibility to claim from the courier not us. If the item does not get to us then we cannot action any credit or refund.