Royal Equestrian cannot accept the return of any customized, special order or made to measure items (such as non stock riding boots or customized jackets) other than where there is a manufacturer fault which cannot be rectified. Cancellation of any custom order will incur a 50% fee payable to Royal Equestrian.
If a product is found to be faulty upon delivery, please contact us immediately. We will inform you of the returns procedure and any details we may require. Upon receipt of your returned item we will inspect the product to ascertain the cause of the fault and if this is found to be due to a material or manufacturing fault, we will send you a refund or replacement free of charge – if this is not a stock item, please allow for this to be returned to the manufacturer.
If a product develops a fault after fitment, please contact us for advice. Our staff will advise you of any steps to take before returning the product.
ORDER RETURNS, EXCHANGES & CANCELATIONS
We advise that you contact us at your earliest convenience if you wish to exchange a product, we cannot guarantee stock levels.
Under the Distance Selling Regulations you have the legal right to cancel your order within seven days of receipt of your goods (with the exception of any made to order items).
You cannot cancel your order if you have removed any sealed packaging on a product or purchased goods that are non-returnable. Non-returnable items will be stated on their respective product pages. Confirmed Non-returnable items include: Personalised or Special Order items, Riding Hats & Underwear.
If you have received the goods before you cancel your order then you must send the goods back to our contact address at your own cost and risk. If you cancel your contract but we have already processed the goods for delivery you must not unpack the goods when they are received by you and you must send the goods back to us at our contact address at your own cost and risk as soon as possible.
Once you have notified us that you are cancelling your order, any sum debited to us from your credit card will be re-credited to your account as soon as possible and in any event within 30 days of your order, providing the goods in question are returned by you and received by us in the condition they were in when delivered to you.
On the return of International orders for goods purchased outside of the EU a refund will be given on the goods purchased only and NOT the shipping cost. If an international customer wishes to exchange an item they would be expected to cover the cost of postage of replacement item sent to them.
Goods returned must be returned in the condition they were received in. This includes all packaging which must be intact and complete, ready for resale. Items must be returned with protective packaging and tape, labels or glue must not be applied directly to product packaging as this will result to damage that effects resell. We hold the right to deduct the costs of these damages from the amount to be re-credited to you.
Non-faulty items must be returned OR we must be notified of their despatch for return within 14 days of their arrival to the customer. If we are notified within the first 14 days the customer has another 14 days for the product to arrive back to us. If we receive an item after these periods we hold the right to withhold a refund and the customer would be responsible for paying postage costs for the item to be returned to them.
If you have any queries at all, please do not hesitate to contact us at firstname.lastname@example.org