Returns Policy

CUSTOMER RETURNS & EXCHANGES

GENERAL RETURN DETAILS
All authorised returns must be accompanied by your name,address and post code.. All authorised returns must be received back by us within 14 days from us accepting the return. All returns must be complete with their original retail packaging which must not be damaged or defaced in any way, all tags intact, unsoiled, odour free, and the item must be fit for retail resale. Leather boots must be in the same condition ie: free from creases in the leather, if not the item will be returned back to the sender, at their cost. The buyer is responsible for the cost of return postage and for any loss or damage in transit.
You have a legal obligation to take care of any product in your care to ensure they remain clean and are not damaged in any way, if you fail to comply with this obligation we may have a right of action against you for compensation.
Due to Health and Safety regulations plus the potential hygiene issues associated with the inspection and handling of horse clothing we are unable to handle and inspect any items returned to us unless they are clean and dry (Health and Safety at Work Act 1972).
Any item that is deemed to be an unauthorised return due to failure of following our returns policy will be held at our premises for a 6 month period and then destroyed if arrangement for it to be collected has not been made by you. This includes items returned as faulty but have been subsequently found not to be faulty,and any item that we have not been able to fully inspect due to not arriving to us in a clean and dry condition.

DEFECTIVE OR FAULTY GOODS RETURN
For the return of claimed defective or faulty goods we may require photo graphical evidence of the defect/fault prior to authorising the return. The photographic evidence may be sufficient for us to refund or replace the item without the need to have the item sent by post to us. Goods returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us, faulty items returned to us by you are still required to be clean and unsoiled.
Due to Health and Safety regulations plus the potential hygiene issues associated with the inspection and handling of horse clothing we are unable to handle and inspect any items returned to us unless they are clean and dry (Health and Safety at Work Act 1972). If we cannot inspect the item we can not issue a refund as we will have no proof of the claimed fault.
If your item is damaged in transit or a manufacturing fault is detected upon inspection you should email on sales@cwellequine.com immediately. In this instant we will replace your item upon receipt of the damaged item and refund any carriage cost incurred by you as long as we receive proof of postage payment. The item must be returned in its original packaging and clean as it should not have been used by you if damaged in transit. If we cannot send out a replacement due to being out of stock we may offer an alternative or issue a refund.

EXCHANGES
Any items returned for exchange must be in their original condition which is stated above with the appropriate postage charge included with your name, address, postcode and date of purchase.

REFUNDS FOR ORDER CANCELLATIONS & RETURNS
Please note that all refunds will be made by the same method as the original purchase payment, unless by prior agreement by both parties. All refunds will be completed within the 30 day window most often within 3 days of receipt and inspection of returned goods minus the postage charges.

AUTHORISED RETURNS – FIT FOR RESALE
If an authorised return is received and it is not suitable for resale (damaged, used, defaced,or missing retail packaging) and we believe we cannot offer the item for resale, it will be returned to the customer at their cost.

Health & Safety
Due to Health and Safety regulations plus the potential hygiene issues associated with the inspection and handling of Footwear and Horse Clothing, we are unable to handle and inspect any items returned to us unless they are clean and dry (Health and Safety Act 1972).

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