Returns & Refunds at Just Horse Riders
We understand the importance of delivering a seamless returns experience to our valued customers at Just Horse Riders. With that in mind, we have developed a user-friendly returns process that caters to your needs.
Initiating a Return:
If you are a UK customer and would like to return an item, please follow these steps:
- Visit our Returns Center and enter the email address used for placing the order, along with the order number. You can find the order number on the invoice sent to you after your order has been processed. If you're unable to locate the order number, please reach out to our responsive customer service team via email, and they will assist you in retrieving it.
- After entering the necessary information, click "Find My Order." Our system will generate a returns label that you can conveniently print at your local post office and affix to the front of the package. When you drop off the return at your post office, it will be promptly sent back to our warehouse for processing.
Please take note of the following essential information regarding returns:
- For UK orders, returns must be made within 90 days from the delivery date to be considered valid. When using our return labels for a refund, a nominal fee of £3 will be charged/Deducted from your total refund (Depending on return option chosen) through our Returns Centre.
- To be eligible for a return, items must be in their original condition, including the product and packaging. Please avoid attaching anything to shoe boxes or original bags, this includes tape and/or postage labels as this may void the return. Clothing should be unwashed and unworn. Ensure that all items are returned in their original packaging.
- Custom-made products are non-refundable.
We do not offer direct exchanges. If you require an exchange, please follow the instructions above to return the item for a refund and then proceed to re-order the desired item.
Once we receive the returned item, our team will examine it. If the issue is determined to be a fault on the supplier's behalf, we will promptly initiate an investigation with them. You can expect to receive a full refund within 14 days of us receiving the item. The refund will be credited back to the original payment method used for the purchase, whether it's a credit card, debit card, or PayPal.
Contacting Customer Service:
If you have any further inquiries or require additional information about our returns process, please don't hesitate to reach out to our dedicated customer service team. Although our website may indicate that we are closed, you can still contact us through our contact us page, and someone will respond within 1 working day.
Royal Mail Consumer Collections are also available via the link below:
At Just Horse Riders, we are committed to providing exceptional customer service, and our returns policy reflects our dedication to your satisfaction.