Returns and Refunds Policy
Last updated: 19 September 2026
We want you to be satisfied with your purchase. This policy explains when products may be returned, exchanged or refunded.
15-Day Return Period
Eligible products may be returned within 15 calendar days after the recorded delivery date.
To qualify, the return request must be submitted within this period. Returns requested or sent after the return period may be refused unless applicable consumer law provides otherwise.
Return Eligibility
A product must generally be:
- Unused, unworn and unwashed
- In its original condition
- Free from dirt, hair, odours, scratches and damage
- Returned with original tags, accessories, manuals and packaging
- Accompanied by valid proof of purchase
Products may be carefully tried on indoors for sizing, provided this does not crease, mark, soil or otherwise reduce their resale condition.
Boots and shoes must be tried on indoors on a clean, protected surface. Saddles must not show mounting, girthing, sweat, hair, oiling or riding marks.
Helmets and Protective Equipment
Helmets and protective equipment are safety-sensitive products. They may only be returned if they are unused, undamaged and returned with all tags, seals, instructions and original packaging intact.
A helmet cannot be returned if it has been ridden in, dropped, subjected to an impact, altered, soiled or otherwise used beyond a reasonable indoor fitting.
For safety reasons, any helmet involved in an impact must be removed from service, even if no external damage is visible.
Non-Returnable Products
The following products are not normally eligible for change-of-mind returns:
- Used or damaged safety equipment
- Customized, personalized or made-to-order products
- Gift cards
- Products marked “Final Sale” before purchase
- Products damaged through misuse, neglect or improper care
- Products missing important packaging, tags or accessories
- Items that cannot be resold for health, hygiene or safety reasons
This exclusion does not apply where a product is defective, incorrectly supplied or otherwise protected by mandatory consumer law.
Starting a Return
Do not send a product back without first contacting us.
Submit a return request through our Contact Us page and provide:
- Your order number
- The product you wish to return
- The reason for the return
- Photographs where the item is damaged, defective or incorrect
If approved, we will provide return instructions and the appropriate return address. Products sent to an unauthorized address may be delayed or refused.
Return Shipping Costs
For change-of-mind, sizing or preference returns, the customer is generally responsible for return shipping costs.
If we supplied an incorrect product or confirmed that the product arrived damaged or defective, Horse Riding Store will provide an appropriate solution and cover reasonable return costs where applicable.
Original shipping charges are not normally refundable on change-of-mind returns. Any free-shipping cost originally covered by us will not be deducted unless this was clearly disclosed before purchase and is permitted by law.
We recommend using a tracked shipping method. The customer remains responsible for the return parcel until it is received.
Inspection and Refunds
All returns are inspected before approval. Products showing wear, damage, missing components or a condition inconsistent with this policy may be refused or subject to a reasonable reduction in refund value where permitted by law.
Approved refunds are issued to the original payment method. After approval, allow approximately 5–10 business days for the payment provider or bank to display the refund.
Exchanges
Exchanges are subject to product availability. If the requested replacement is unavailable, we may offer another product, store credit or a refund.
The fastest method may be to return the original product and place a separate order for the preferred replacement.
Damaged, Defective or Incorrect Products
Contact us promptly if an order arrives damaged, defective, incomplete or incorrect. Include photographs of the product, packaging and shipping label.
Please do not use, repair or discard the product while the claim is being reviewed.
Cancellations
Contact us as soon as possible to request cancellation. We cannot guarantee cancellation after an order has entered processing or has been dispatched. A dispatched order must normally be handled as a return.
Consumer Rights
Nothing in this policy excludes or restricts any mandatory consumer rights that apply to your purchase.