Returns policy

Returns, hassle-free

We'll cheerfully refund or exchange purchased items provided you notify us within 14 days and return the goods within a further 14 days, and provided they haven't been used and are returned in resaleable condition (we regret we can't accept cancellation of orders or returns of products that are ordered to custom specifications, or are indicated as "Special Order" because they are not part of our stocked range, unless they're clearly faulty). For international orders, we'll deduct from the refund any costs we have incurred: ie actual shipping costs less shipping charges paid, and for VAT & duty-paid EU orders, the amount of customs charges we have paid out. 

Goods considered faulty must be returned within 90 days of purchase. On receipt we'll examine them and consult with our supplier where necessary.  If found to be faulty, we'll repair or replace them as we consider appropriate.  

We regret we're unable to refund return postage charges, however exchanges will be shipped back to you free of charge. 


Returns procedure

1. Please email us first at sales@shadowhorse.co.uk with your order number, indicating the reasons for the return and the action you wish us to take.  We have great difficulty properly handling returns that just turn up out of the blue, often with nothing to identify the sender. 

2. Post the return by Royal Mail to

Shadow Horse,
25 Glade Road,
Marlow, Bucks SL7 1EA
 

Please ensure the parcel includes something showing clearly the customer name and the order number so we are able to identify who the return has come from. It would also be helpful if you emailed us with the tracking number so we know when to expect it.

Please don't use couriers - our returns arrangements are based on the use of Royal Mail. Please also ensure the goods are packaged similarly to the way they were sent out so they won't get damaged, and send them appropriately tracked and insured with a return address on the label: we can't accept liability for returns damaged or lost in transit.

Special instructions for leather items and LT masks: When returning TSF classic girths and other leather items please don't pack them folded up tightly, as this damages the leather: pack loosely curved in the same way it was shipped. When returning Fenwick LT masks with Velcro straps, please ensure the straps are attached as loose straps can damage any fabric they rub against.

Refunds will be issued to the original payment method (card or Paypal). Our system will issue an automated email to you confirming the refund details - please allow 3-4 working days for the refund to appear in your account. If you are expecting a refund and haven't received an email confirming it's been issued, please contact us at sales@shadowhorse.co.uk