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Returns and Exchanges

RETURNS AND EXCHANGES

Did You Purchase via our website?

If you have received a damaged item(s) purchased via our website please contact us via the Request Product Exchange Or Product Return Form. A member of staff will then review the request and respond with the available options.

Did You Purchase via a different sales channel?
If you have received a damaged item(s) purchased via a different sales channel please contact that sales location in the first instance. If you are not satisfied or have not received a response please contact our support team via our helpdesk and a member of staff will then review and respond with available options.

REFUNDS

Refunds will only be available for any item(s) that are unused, in perfect saleable condition, not damaged and in original packaging within 7 days of the customer receiving the item(s). All item(s) must be returned in a cleaned and dry condition. Any FREE item(s)/ products supplied as part of the purchase must be returned, otherwise, we may deduct the full list price of the missing item(s) from any refund. We reserve the right to delay or refuse to process items that arrive in an unacceptable condition.

NOTE: Items returned will be at customers expense, we will require a shipping tracking id for proof of customer posting and all item(s) being returned MUST HAVE AN “RMA REFERENCE ID” for Horse Cleaning to be able to process the request. Any item(s) received WITHOUT AN “RMA REFERENCE ID” may be delayed or refused to be processed. Please complete the Request Product Exchange Or Product Return Form before sending any item(s) to Horse Cleaning.


EXCHANGES

Exchanges will only be available for any item(s) that are unused, in perfect saleable condition, not damaged, and in original packaging within 7 days of the customer receiving the item(s). All item(s) must be returned in a cleaned and dry condition. We reserve the right to delay or refuse to process item(s) that arrive in an unacceptable condition.

NOTE: Item(s) returned will be at customers expense, we will require a shipping tracking id for proof of customer posting and all item(s) being returned MUST HAVE AN “RMA REFERENCE ID” for Horse Cleaning to be able to process the request. Any item(s) received WITHOUT AN “RMA REFERENCE ID” may be delayed or refused to be processed. Please complete the Request Product Exchange Or Product Return Form before sending any item(s) to Horse Cleaning.


SALE ITEM(S)

Item(s) bought from an online sale can be exchanged for a credit note on the condition that the item(s) are unused, in perfect saleable condition, not damaged, and in original packaging. Item(s) must be returned within 7 days of the customer receiving the item(s). All item(s) must be returned in a cleaned and dry condition. We reserve the right to delay or refuse to process item(s) that arrive in an unacceptable condition.

NOTE: Item(s) returned will be at customers expense, we will require a shipping tracking id for proof of customer posting and all item(s) being returned MUST HAVE AN “RMA REFERENCE ID” for Horse Cleaning to be able to process the request. Any item(s) received WITHOUT AN “RMA REFERENCE ID” may be delayed or refused to be processed. Please complete the Request Product Exchange Or Product Return Form before sending any item(s) to Horse Cleaning.


DAMAGED ITEM(S)

Item(s) becoming damaged through defective materials or poor workmanship within the first 12 months of purchasing should be returned for inspection immediately. Under no circumstances should item(s) be continued to be used when damaged. If item(s) have been continued to be used whilst damaged you will be deemed to have accepted the goods in their damaged condition. BEFORE returning item(s) please complete the Request Product Exchange Or Product Return Form.

NOTE: Item(s) returned will be at customers expense, we will require a shipping tracking id for proof of customer posting and all item(s) being returned MUST HAVE AN “RMA REFERENCE ID” for Horse Cleaning to be able to process the request. Any item(s) received WITHOUT AN “RMA REFERENCE ID” may be delayed or refused to be processed. Please complete the Request Product Exchange Or Product Return Form before sending any item(s) to Horse Cleaning.

If an item(s) have been justified for defective materials or poor workmanship the return postage fees* will be reimbursed and we will either exchange the item(s) or issue a credit note. Accidental damage and normal wear and tear are not covered.

* Reimbursed postage fees will be based on current postage rates for the item(s) offered by the main couriers such as Royal Mail, DPD, DHL, UPS, FEDEX. Postage fees shall not exceed in the cost of £12 and the customer will be responsible for any fees over £12 unless otherwise agreed by Horse Cleaning in writing.