We'll cheerfully refund or exchange purchased items if you notify us within 14 days and return the goods within a further 14 days, 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 specially ordered to custom specifications, or are not part of our standard range, unless they're clearly faulty). Simply email us at email@example.com, giving your order number and stating your intention to return and the reason.
Goods considered faulty should be returned within 90 days of purchase. Upon receipt we'll examine them and consult with our supplier where necessary. If found to be faulty, they'll be repaired or replaced at our option.
Returns should be sent by Royal Mail to: Shadow Horse, 25 Glade Road, Marlow, Bucks SL7 1EA. Please include a note in the parcel providing the order/receipt number & contact details, and indicating the the reasons for the return and the action you wish us to take. Please don't use couriers: our returns arrangements are based on use of Royal Mail. If returning goods from outside the UK, please email us beforehand so we can advise on the correct paperwork to avoid customs charges on the return shipment.
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 label on - we can't accept liability for returns damaged or lost in transit. In particular when returning TSF classic girths please DO NOT pack them folded up tightly, as this damages the leather: pack loosely curved in the same way it was shipped.
It would also be helpful to email us at firstname.lastname@example.org when the return has shipped giving tracking details, so we know to expect it.
We regret we're unable to refund return postage charges, however exchanges will be shipped back to you free of charge.
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 email@example.com