Returns
RETURNS & REFUNDS POLICY
Turner Equestrian
(UK & International Customers)
1. Overview
We want you to be completely satisfied with your purchase. If something isn’t quite right, this policy explains how returns and refunds work.
This policy applies to all purchases made through Turner Equestrian.
Nothing in this policy affects your statutory rights.
2. Change-of-Mind Returns (Unwanted or Not Suitable)
UK Customers
Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods. You then have a further 14 days to return the items.
In addition, Turner Equestrian offers a 30-day goodwill returns window from delivery for unused items, subject to the conditions below.
International Customers
International customers may request a return within 30 days of delivery. This is a goodwill policy and does not replace any local consumer rights that may apply in your country.
3. Conditions for All Returns
To be eligible for a return, items must be:
- Unused, unworn, unwashed, and in a clean and dry condition
- In their original packaging
- With all tags, labels, and accessories attached
- Returned with a completed Turner Equestrian Returns Form
You may inspect items as you would in a shop (for size and fit only). Items must not be used in a way that leaves signs of wear.
Horse Rugs
Horse rugs must only be tried on over a clean cotton sheet or lightweight under-rug.
Any rugs returned with hair, dirt, stable odour, or signs of use cannot be refunded.
4. How to Return an Item
- Download and complete the Returns Form from our Contact Us page
- Enclose the completed form with your return
- Send your return using a tracked service (recommended)
Returns received without the completed form may be delayed or refused.
5. Return Postage & Responsibility
- Change-of-mind returns: Return postage is the customer’s responsibility
- Items remain the customer’s responsibility until received by Turner Equestrian
- We recommend using a tracked or signed-for service
6. Refunds
Once your return is received and inspected:
- Refunds are processed within 7 working days, and no later than 14 days during busy periods
- Refunds are issued to the original payment method
- Original outbound delivery charges are non-refundable, unless the item is faulty or incorrect
If an item is returned in a condition that is not resaleable, we reserve the right to refuse a refund or apply a reasonable deduction for loss in value.
7. Exchanges
Exchanges are subject to stock availability.
If a replacement item is unavailable, a refund will be issued instead.
8. Faulty, Damaged, or Incorrect Items
If your item arrives faulty, damaged, or incorrect, please contact us before returning the item.
- Items must be returned clean and dry
- All faulty returns are inspected by our Quality Control team
- In some cases, manufacturer or specialist assessment may be required (up to 28 days)
Where a fault is confirmed, we will offer a repair, replacement, or refund, as appropriate.
Damage caused by wear and tear, poor fit, misuse, or force (e.g. burst zips, broken straps, torn rugs due to rolling or snagging) is not considered a manufacturing fault.
9. International Returns
International customers are responsible for return shipping costs.
Returns should be sent using a service that allows tracking and safe delivery. We recommend clearly marking parcels as “Returned Goods” where applicable.
10. Contact Us
If you are unsure whether an item is suitable for return, please contact us before purchasing or returning — we are always happy to help.
