Home / Returns & Refunds

Returns & Refunds

Returns

In the unlikely event that you are not entirely happy with your purchase, our friendly staff at Pony2Paddock Equestrian Supplies will be pleased to help settle any issue. In the first instance customers are requested to report any complaint immediately through the ‘Contact Us’ page on our website or via direct email to info@pony2paddock.co.uk.

We will provide a full refund on an item returned by you in its original packaging, unsoiled and unused, to arrive to us within 14 days of receipt. If we are not at fault, it is your responsibility to pay the return postage costs. Returns made after 14 days or soiled/used goods will not be eligible for a refund or exchange. 

Where goods have been supplied in accordance with the purchase order, but the customer decides that the goods are not required then the customer must notify Pony2Paddock Equestrian Supplies as stated above within 7 days and return the goods to us within 14 days of receipt. On receipt of the returned items and subject to the items being in an unused, unsoiled, good condition, and in original packaging, an exchange item will be sent out, or a full refund will be issued. Also, please note Pony2Paddock Equestrian Supplies will not be liable for any return postage where it is the customer's choice to return the goods.  

Pony2Paddock Equestrian Supplies aim to fulfill orders correctly but in the unlikely event that incorrect goods have been delivered to the customer, we will arrange for re-supply of correct goods. Customers will be required to contact Pony2Paddock Equestrian Supplies as stated above within 7 days of receipt of goods. The customer is responsible for the return postage of the item, and standard postage costs will be reimbursed upon receipt of the item to Pony2Paddock Equestrian Supplies.

Please note that when returning items to Pony2Paddock Equestrian Supplies it is the customer's responsibility to ensure that the goods are repackaged in such a way as to ensure their safe receipt.

Goods must be unworn, unused, unsoiled, undamaged and presented in their original packaging with all tags still attached to the product.

We do not accept returns for personalised items, CDs, DVDs or books.

Please note any additional postage costs, such as 1st Class or Special Delivery service will not be refunded. Only the cost for the standard delivery service will be refunded.

Postage costs will not be refunded for International returns.

We strongly advise that you obtain proof of postage or use recorded or insured delivery, as we cannot compensate you for failure of delivery.

 

Damaged or Faulty Goods

Should you receive faulty goods, please notify us immediately. Items may need to be returned for our inspection, or for return to our suppliers. The customer is responsible for the return postage of the item, but this cost will be reimbursed upon receipt of the item to Pony2Paddock Equestrian Supplies. We will reimburse your postage costs at the stardard rate. We do not give refunds on damaged goods not notified to us within 7 days of receipt.

If you are sending a faulty item back to us, please enclose a covering note with your full contact details (including a daytime contact telephone number), the problem with the item and whether you wish to receive an exchange or a refund.

If you are returning an item to us that is faulty and has been used, please remember that to maintain a hygienic environment for our team, we cannot inspect any faulty or returned products unless they are clean and dry. We may then either replace the goods, or issue a full refund.

PLEASE NOTE FAULTY ITEMS MAY NEED TO BE RETURNED TO THE MANUFACTURER FOR THEIR COMMENT AND THEREFORE THIS MAY TAKE UPTO 30 DAYS TO RESOLVE. PLEASE BE ASSURED THAT WE WILL MAKE EVERY EFFORT TO CHASE AN ANSWER ON YOUR BEHALF.

 

Lost Items

If a parcel has not arrived within 15 workings days the item will be classed as lost and you will be offered a replacement or refund. We will report the lost item to Royal Mail or relevant carrier, they will then send you paperwork to sign to say you never received the order. Upon receipt of clarification, we will refund or replace the order. Please note, this process can take up to 30 days but we will endeavour to rectify as quickly as possible.