Refund policy
Returns
We are committed to providing excellent customer service and want you to be completely satisfied with your purchase.
If you change your mind, you may return any item within 28 days of delivery, provided it is unused, undamaged, in its original packaging, and in a saleable condition.
Returns are made at the customer's expense unless the item is faulty, damaged, or supplied incorrectly. We recommend obtaining proof of postage and using a tracked delivery service, as returned goods remain your responsibility until they are received by us.
Please ensure items are packaged securely to prevent damage during transit. To avoid delays in processing your return, please include the completed returns paperwork with your parcel. If you no longer have this please add your name, address & return request inside the parcel.
Once your return has been received and inspected, any approved refund will be issued to the original payment method. We reserve the right to refuse a refund or make a deduction from the refund amount if items are returned in an unsatisfactory condition.
Faulty, Damaged or Incorrect Items
If you receive an item that is faulty, damaged, or incorrect, please contact us as soon as possible so that we can resolve the issue promptly and arrange a replacement, exchange, or refund where appropriate.
To receive a full refund on an order that included a bundle offer or free gift promotion, all items included in the promotion must be returned.
Free Gifts & Bundle Offers
Any free gift received as part of a promotion must be returned with the qualifying product(s). If the free gift is not returned, the value of the gift may be deducted from the refund amount.
Free gifts cannot be returned for a refund independently of the qualifying purchase.
Exchanges
We are happy to exchange items for an alternative size or colour, provided they are returned within 14 days of delivery in their original, saleable condition, unused, undamaged, and in their original packaging.
Unless the item is faulty or supplied incorrectly, return postage costs are the responsibility of the customer.
For UK customers, replacement items will be sent free of charge. For international customers, postage charges will apply when the exchanged item is dispatched.
Exchanges and replacements will be sent to the delivery address shown on the original order unless an alternative address is provided on the returns form.
Please return all items for refunds or exchanges to:
Dark Horse Equestrian
At The Tollgate
Newtown
Powys
SY16 3AT
Faulty Goods
If you believe an item is faulty or defective, please contact us and return the item as soon as possible for inspection.
Items believed to be faulty should not continue to be used, as continued use may be deemed acceptance of the item in its current condition and could affect your claim.
This policy does not cover accidental damage, misuse, neglect, or normal wear and tear.
Where a fault is confirmed, reasonable return postage costs will be reimbursed.
Monthly Box Offer
Monthly Boxes may be returned for a full refund only if all items originally included in the box are returned.
Returns must be requested within 14 days of delivery.
All items must be unworn, unwashed, in their original condition, and returned with any tags and packaging intact.
If any item is missing from the returned box, the full Recommended Retail Price (RRP) of the missing item will be deducted from the refund amount.
Any refund due will be processed once the returned box and contents have been received and inspected.
Refund Processing
Once we have received and inspected your returned item(s), we will notify you of the outcome of your refund request.
Approved refunds will be processed to the original payment method within 7 days of receiving the returned goods, although most refunds are completed sooner. Please note that your bank or payment provider may take additional time to credit the funds to your account.
Lost or Damaged Returns
We recommend using a tracked delivery service and retaining proof of postage when returning items. We cannot accept responsibility for returns that are lost or damaged in transit and are not received by us.
Please return all items for refunds or exchanges to:
Dark Horse Equestrian
At The Tollgate
Newtown
Powys
SY16 3AT