Return Policy

HOW WE PROCESS YOUR ORDER

Our policies and processes for events that happen after you’ve placed your order, are set out below. If you cannot find an answer to a question that you have, please email info@maneequestrian.com. We aim to get back to you within 24-48 hours Monday - Friday 9am - 5pm. 

OUR CANCELLATION POLICY

We accept that sometimes you may need to cancel your order after you’ve placed it or reduce the quantity of an item that you have ordered. You can do this from the moment you place the order until 14 days after the day after that you receive it. 

However as we process our orders as soon as they are placed, you may not catch your order in time as we will already have started to process it. If we have started to do this, this means that you simply need to follow our Return Process instead, i.e. wait until it is delivered to you and then return the unwanted items to us. Please visit our Returns Policy for more information.

Non-returnable items:

Gift cards

Sale Items (these are refunded onto an e gift card)

Please note we reserve the right to make a deduction or return the item if clothing is returned with make up / tanning products / perfume marks. Please return items in an unworn/unwashed, resalable condition to avoid deductions/returns. 

OUR RETURNS AND EXCHANGES POLICY

We accept that, sometimes you will need to return an item that you’ve ordered, either for a refund. We’re happy to provide a refund providing the following conditions are met:

1. The item is in perfect condition, complete with its original packaging and this packaging is undamaged.
2. You return the item within 30 days of having received it from us.
3. You enclose a completed returns form, giving a reason why your item is being returned, or complete the online portal.

If the item you’re returning to us does not meet all the conditions above, we will not give you a refund. Furthermore, we may have to send your item back to you, for which we’ll charge you the cost of postage.

Shipping costs are non-refundable. 

Please note:

• Your return is your responsibility until it reaches our warehouse. So do ensure it’s packed up properly and can’t get damaged on the way. To avoid loss, you may wish to use a tracking service for your return.
• For International customers, we do not provide free delivery on any exchanges. As such, we will ask for payment of the package and postage cost for any exchanges. This charge will vary according to the value and weight of your item(s).
• If you’re returning an item to us that’s damaged, faulty or not the correct item then we will refund the cost of your return postage up to the value of £4.95. If your faulty item is likely to cost more than this to return then please contact us so we can make arrangements to collect the item from you.
• For a refund, you should expect to receive payment into your account within 14 working days of us confirming your return.
• At certain times of year (e.g. Christmas), the return period set out in our Refund Policy may be amended to allow you more time for exchanges and returns, for example if you are buying a gift. If you are buying a gift at any other time of the year then we are willing to extend our returns policy. However, you will need to agree this with us beforehand so contact us before placing your order so we can make a note that your returns period has been extended.

HOW TO RETURN AN ITEM TO US

Simply download our returns form, print it out, complete it and include it with your item(s). We do it this way so we can do our bit for the environment!

Please note, we are only able to accept returns via post. We do not offer in-person returns to our warehouse, which is located on a busy working farm and is not suitable for visitors. 

ARE RETURNS FREE? 

 Once we’ve established that the Return meets the conditions above:

• we will refund the credit, debit card or PayPal account of the person who originally placed and paid for the order.
• we will refund the price you purchased your item at.

We process refunds and exchanges in the order they’re received. As such, we aim to issue refunds within 14 working days of us receiving them.

MISSING, INCOMPLETE OR DAMAGED ITEMS IN YOUR ORDER

If your order doesn’t arrive when you expect it to, check the status of your order online. Sign in to your account to view the order in question. An order with a ‘Dispatched’ status should have been delivered within the time period indicated in the delivery option you choose when you placed the order. If your order has not arrived and you believe it should, email our Customer Services Team at info@maneequestrian.com.