Returns Policy

1. Cancelling a distance purchase

For most goods bought online as a UK consumer, you may cancel without giving a reason under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Notify THE EQUINE MARKET LTD within fourteen days after the day you receive the goods. Email [email protected] with the reference and a clear cancellation statement, or write to Gelli Farm Gelli Farm Lane, Crumlin, Newport, Wales NP11 3AZ.

After notifying us, return the goods within a further fourteen days. Request the return instructions before sending so the parcel can be identified. Do not post goods to the registered office until those instructions are given.

Any lawful exception must be explained before purchase. This catalogue does not treat an ordinary selected size or format as personalised goods.

2. Inspection and the condition of a return

You may inspect the goods as you reasonably would in a shop. Keep saddle pads and halters clean during an indoor fit check and avoid use that goes beyond what is needed to establish their nature, characteristics and functioning. A deduction may be made for diminished value caused by excessive handling where the law permits.

• Compare the pad outline, girth loops and spine channel with the saddle before outdoor use.
• Check the halter format and fastenings indoors. These halters are not breakaway and are not for unattended turnout.
• Keep proof of posting and use packaging that protects the goods. Original packaging is helpful. It is not an absolute condition of statutory rights.

For a change-of-mind return, you normally pay the direct cost of returning the goods unless we agree otherwise or the law requires us to bear it.

3. Cancellation refunds

A cancellation refund includes the standard outbound delivery amount where the law requires it. It does not include an extra charge for an upgraded delivery service you chose. We refund within fourteen days of receiving the returned goods or of receiving evidence that you sent them back, whichever is earlier. The refund uses the original payment method unless another method is agreed without a fee. Card details are not collected again through the contact form. See the Payment Policy.

4. Faulty, misdescribed or unfit goods

Faulty, misdescribed or unfit-for-purpose goods have separate remedies under the Consumer Rights Act 2015. Those remedies include the qualifying thirty-day short-term right to reject, and later repair, replacement or other remedies as they apply. Necessary return costs for an established fault are not treated as a change-of-mind expense.

Describe the selected format and what you observed, and include photographs where you can. Do not continue to use damaged equipment while the issue is reviewed. We do not impose a blanket no-returns rule on saddle pads or halters that have been inspected, and a reasonable request for evidence does not remove legal protections.

5. Exchanges

An exchange for a different format depends on availability and on agreement. It does not replace your cancellation right or your rights for faulty goods. Tell us whether you want a different format or whether you are reporting a defect, so the two are not mixed. We will not substitute an item unless you agree.

6. How to start

Email [email protected] with the order reference, the product, the format and whether the message is a cancellation or a fault report. We reply with return instructions. The registered office is company number 15647127, Gelli Farm Gelli Farm Lane, Crumlin, Newport, Wales NP11 3AZ.