At Equii-Est, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we’re here to help.
Please read the information below before arranging a return, as it explains our returns process, eligibility requirement and refund policy.
Nothing within this policy affects your statutory rights under applicable consumer protection legislation.
Returning an Item
If you wish to return an item, you must notify us within 14 days of receiving your order by emailing return@equii-est.co.uk
Once you have notified us, you have a further 14 days to return the item to us.
Returned items must be received in accordance with the conditions outline below in order to be eligible for a refund, exchange or credit note.
Return Conditions
To be eligible for a return, items must:
Be unused and in their original condition.
Be suitable for resale.
Be returned with all original tags, labels and accessories attached.
Be returned in their original packaging wherever possible.
Be securely packaged to prevent damage during transit.
Please do not apply tape, courier labels or adhesive directly to product packaging, branded boxes or storage bags, as damage to packaging may reduce the resale value of the item.
We reserve the right to make a reasonable deduction from any refund, or refuse a return where permitted by law, if the value of the goods has been reduced due to handling beyond what is necessary to establish their nature, characteristics or function.
How to Return Your Order
Before returning your item(s), please email return@equii-est.co.uk to notify us of your return within 14 days of receiving your order.
Once your return has been authorised, please complete our returns form below and include it inside your parcel. This helps us identify your order and process your return as quickly as possible.
Your returns form should include:
Your name
Order number
Contact email address
Item(s) being returned
Reason for the return
Whether you would prefer a credit note, exchange or refund
If you are unable to print the returns form, please include a handwritten note containing the above information.
Failure to include a returns form or the required information may delay the processing of your return, but it will not affect your statutory rights.
Returns Address
Battlesbridge Horse and Country
The Mills
Battlesbridge Harbour
Chelmsford Road
Wickford
Essex
SS11 8TR
United Kingdom
Return Shipping
Customers are responsible for arranging and paying for return postage unless the item has been confirmed as faulty, damaged or supplied incorrectly.
Returned goods remain the responsibility of the customer until they are safely received by Equii-Est.
We strongly recommend using a tracked and insured delivery service and retaining proof of postage, as we cannot accept responsibility for returns lost or damaged in transit.
Original delivery charges are non-refundable once your order has been dispatched, except where required by law.
Credit Notes
Where appropriate, Equii-Est may offer a credit note before processing a refund.
Credit notes provide a quick and convenient way to exchange your purchase for another product at a later date.
If you would prefer a refund instead, please let us know when arranging your return. Nothing in this policy affects your statutory rights.
Refunds
Once your return has been received and inspected, we will notify you by email of the outcome.
If your return is approved, any refund due will be processed to your original payment method.
Please allow up to 14 days for your payment provider to complete the transaction.
Shipping charges are non-refundable once the delivery service has commenced, unless otherwise required by law.
Where legally permitted, we reserve the right to reduce the amount refunded if returned goods show signs of use, damage or handling beyond what is reasonably necessary to inspect the item.
Exchanges
If you require a different size, colour or alternative product, please contact us within 14 days of receiving your order.
Once your returned item has been received and approved, we will dispatch your replacement, subject to stock availability.
If your preferred replacement is unavailable, you may choose either:
A credit note
A refund to your original payment method
Additional shipping charges may apply where an exchange requires a further delivery
International Returns
International customers are responsible for arranging and paying for return shipping.
When returning goods from outside the United Kingdom, parcels must be clearly marked as “Returned Goods” or “Returned Merchandise” to minimise the risk of customs charges.
If customs charges, import duties or brokerage fees are incurred because a return has not been correctly declared, these costs may be deducted from any refund where legally permitted, or the parcel may be refused.
We recommend using a fully tracked international delivery service.
Non-Returnable Items
Unless faulty, damaged or supplied incorrectly, we cannot accept returns of items that:
Have been used, worn or washed.
Show signs of dirt, stable dust, bedding, feed residue or general use.
Contain horse hair, pet hair or excessive human hair.
Carry strong odours, including stable, smoke or perfume smells.
Are returned without original tags or labels.
Are returned without original packaging where this affects resale.
Have been damaged due to inadequate return packaging.
Are otherwise not in a condition suitable for resale.
We reserve the right to refuse any return that does not meet these requirements.
Faulty or Damaged Items
If you believe an item is faulty, damaged or has been supplied incorrectly, please contact us as soon as possible by emailing return@equii-est.co.uk
Please include:
Your order number
A description of the issue
Clear photographs showing the fault or damage
Please do not return faulty items until we have confirmed the appropriate return procedure.
Where a fault is confirmed, we will advise you of the available remedy in accordance with your statutory rights, which may include a repair, replacement or refund.
Continued use of an items after a fault has been identified may worsen the issue and could affect the remedies available.
Incorrect Items
If you receive an item that differs from what you ordered, please contact us as soon as possible and before using the product.
We will arrange an appropriate resolution as quickly as possible.
Christmas Returns
Orders placed between 1st December and 19th December benefit from our extended Christmas returns period.
Eligible items purchased during this period may be returned until 2nd January, provided they meet all of the conditions outline within this policy.
Orders placed after 19th December are covered by our standard returns policy.
Order Cancellations
If you wish to cancel your order, please contact us as soon as possible by emailing info@equii-est.co.uk
We will always do our best to accommodate cancellation requests. However, once an order has entered processing or has been dispatched, we may be unable to cancel it.
If your order has already been dispatched, it will need to be returned in accordance with our Returns Policy once it has been delivered.
Pre-Orders
From time to time, Equii-Est may offer selected products for pre-order.
Estimated dispatch dates for pre-order items are provided in good faith but are subject to change due to manufacturer or supplier delays that are outside of our control.
Where an order contains both pre-order and in-stock items, we reserve the right to dispatch the complete order together once the pre-order item becomes available, unless otherwise agreed.
If there is a significant delay to your pre-order, we will contact you using the details provided with your order.
Sale & Clearance Items
Items purchased in a sale, clearance event or promotional offer may only be returned where they are faulty, damaged, not as described or where you have statutory cancellation rights.
Unless otherwise stated, sale and clearance items are not eligible for refunds or exchanges.
Please ensure you carefully check product descriptions, sizing and specification before purchasing sale items.
Where an order qualifies for a free promotional item or gift, the promotional item must also be returned if the qualifying purchase is returned for a refund. If the promotional item is not returned, we reserve the right to deduct its retail value from any refund where legally permitted.
E-Gift Cards
Equii-Est E-Gift Cards are delivered electronically to the email address provided at the time or purchase.
It is the purchaser’s responsibility to ensure the recipient’s email address is entered correctly. Equii-Est cannot be held responsible for gift cards sent to an incorrect email address supplied by the customer.
Once purchased, E-Gift Cards:
Cannot be cancelled
Cannot be returned or refunded, except where required by law.
Cannot be exchanged for cash
Cannot be replaced if lost, deleted or used by an unintended recipient due to an incorrect email address being provided.
E-Gift Cards should be treated like cash and stored securely.
Where fraud, unauthorised activity or misuse is suspected, Equii-Est reserves the right to refuse redemption or suspend the gift card while appropriate investigations are carried out.
Any unused balance will remain available until redeemed in accordance with the applicable terms and conditions.
Late or Missing Refunds
If you have not received your refund after receiving confirmation from us that it has been processed, we recommend that you:
Check your bank account again
Contact your card provider or payment provider
Contact your bank, as processing times can vary.
If you have completed these steps and your refund has still not arrived, please contact return@equii-est.co.uk and we will be happy to assist.
Our right to Refuse a Return
Equii-Est reserves the right to refuse any return that does not comply with this policy or where we reasonably believe the item has been used, damaged, altered, contaminated or returned outside the permitted return period, except where your statutory rights apply.
Contact Us
If you have any questions regarding cancellations, pre-orders, returns, refunds or E-Gift Cards, please contact us at:
Returns Team
Email: return@equii-est.co.uk
Our customer support team is available Monday to Friday between 9am-5pm
Disclaimer
Nothing in this returns, refunds & changes policy affects your statutory rights under applicable consumer protection legislation.