At Equi Guard Horse Shop, we understand that even the most performance-focused equestrian professionals occasionally need to return or exchange equipment. Our policy is designed with the same precision and care we apply to our premium equestrian gear, ensuring a seamless process for our valued customers worldwide.
Our Commitment to Quality Service
We stand behind every bit, bridle, and rug in our collection. If any item doesn’t meet your exacting standards for competition or training use, we’ll make it right. Please review our policy below to understand how we handle returns and exchanges for our technical equestrian equipment.
Key Policy Points:
- 15-Day Return Window: Items must be returned within 15 days of delivery
- Original Condition: Products must be unused, with original tags and packaging
- Proof of Purchase: Order number or receipt required
- Free Returns: For exchanges or store credit (conditions apply)
Step-by-Step Return Process
1. Initiate Your Return
Contact our customer service team within 15 days of receiving your order:
- Email: [email protected]
- Subject Line: “Return Request – [Your Order Number]”
Return Request Template:
Subject: Return Request – [Order Number]
Dear Equi Guard Team,
I would like to request a return/exchange for the following item(s) from order #[Order Number]:
Product Name(s): [List items]
Reason for Return: [Please specify]
Preferred Resolution: [Refund/Exchange/Store Credit]
Please advise next steps at your earliest convenience.
Best regards,[Your Full Name]
2. Receive Return Authorization
Within 1 business day, our team will:
- Confirm your return eligibility
- Provide a Return Merchandise Authorization (RMA) number
- Send detailed return instructions
3. Package Your Items
Prepare your return with care:
- Include all original packaging, tags, and accessories
- Securely package to prevent damage in transit
- Include a copy of your order confirmation or RMA form
4. Ship Your Return
Choose your preferred shipping method:
- Standard Return: Ship via your preferred carrier (customer pays return shipping)
- Free Exchange: Pre-paid return label provided for exchanges (conditions apply)
Note: We recommend using a trackable shipping service and retaining your proof of postage.
Refund Processing
Timeline:
- Upon Receipt: Inspection completed within 3 business days
- Processing: Refunds initiated within 2 business days after approval
Refund Methods:
- Original Payment: Credited back to your Visa, MasterCard, JCB, or PayPal account
- Processing Time: 5-10 business days depending on your financial institution
- Store Credit: Issued immediately via email for future purchases
Exchange Process
For size exchanges or alternative products:
- Follow standard return procedure
- Specify desired exchange item in your request
- We’ll ship your new item once return is received
- Price differences will be reconciled (additional payment or credit issued)
Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns on:
- Fly Masks & Fly Veils: Due to intimate fit requirements
- Grazing Muzzles: Hygiene considerations
- Custom Bridlework: Made-to-order pieces from our Bridlework collection
- Personalized Items: Any equipment with custom engraving or monogramming
Damaged or Defective Items
If you receive damaged or defective performance equipment:
- Contact us immediately with photos of the issue
- We’ll arrange expedited replacement at no cost
- Return shipping for defective items is always free
International Returns Note:
Customers outside the UK may be responsible for return shipping costs and any applicable customs duties. We recommend selecting a tracked shipping method with insurance for international returns.
Contact Our Equestrian Specialists
For any questions about our returns policy or assistance with your equestrian equipment:
Email: [email protected]
Postal: Equi Guard Horse Shop, 66 Cornmarket St, Oxford, GB OX4C 5MG
This policy reflects our commitment to serving serious equestrians with the same attention to detail we apply to our premium horse equipment.