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. It applies to all purchases made through Turner Equestrian. Nothing in this policy affects your statutory rights.
2. Change-of-mind returns
UK customers. Under the Consumer Contracts Regulations 2013 you have the right to cancel your order within 14 days of receiving your goods, and a further 14 days to return them. In addition, we offer a 30-day goodwill returns window from delivery for unused items, subject to the conditions below.
International customers. You 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
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 must only be tried on over a clean cotton sheet or lightweight under-rug. Any rug returned with hair, dirt, stable odour or signs of use cannot be refunded.
4. How to return an item
- Download and complete our returns form
- Enclose it with your return
- Send your return using a tracked service (recommended)
Enclosing the form helps us process your return faster, but it is not required. You may cancel by any clear statement - including an email to info@turnerequestrian.co.uk, or the model cancellation form in section 12 below. We will never refuse a valid cancellation because a form was not enclosed. The return address is shown on the returns form.
5. Return postage and responsibility
- For change-of-mind returns, return postage is the customer’s responsibility
- Items remain the customer’s responsibility until received by us
- We recommend 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 is unavailable, a refund will be issued instead.
8. Faulty, damaged or incorrect items
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 complex or disputed cases only, manufacturer or specialist assessment may be required, which can take up to 28 days. This does not delay refunds where your entitlement is not in dispute.
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 - burst zips, broken straps, rugs torn by rolling or snagging - is not a manufacturing fault.
9. International returns
International customers are responsible for return shipping costs. Please use a tracked service and mark parcels “Returned Goods” where applicable.
10. Contact us
If you are unsure whether an item is suitable for return, contact us before purchasing or returning - we are always happy to help. The quickest way is live chat (the chat button in the bottom corner of any page); or email info@turnerequestrian.co.uk.
11. Clearance and reduced items
Your right to cancel within 14 days under the Consumer Contracts Regulations 2013 applies to clearance, end-of-line and reduced items in exactly the same way as to full-price items. Where a fault or mark is described in the listing, that specific described condition is not treated as a fault - but your right to change your mind is unaffected.
12. Model cancellation form
You do not have to use this form, but you may if you wish. Complete it and send it to info@turnerequestrian.co.uk.
To: Turner Stores Ltd (trading as Turner Equestrian), info@turnerequestrian.co.uk
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]:
Ordered on [*] / received on [*]:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
[*] Delete as appropriate.
13. Complaints
If you are unhappy with how we have handled a return, email info@turnerequestrian.co.uk or use live chat on any page, and we will respond within five working days. If we cannot resolve matters between us, you may be able to refer the dispute to an alternative dispute resolution provider, or contact your local Trading Standards service through the Citizens Advice consumer helpline.
Turner Equestrian is a trading name of Turner Stores Ltd, registered in England and Wales, company number 11546206. VAT number GB339611786. All prices include UK VAT.
