Refunds, Returns & Cancellation
Refunds, Returns and Cancellation Policy for Ice Equestrian Ltd.
We hope you enjoy your new Ice Equestrian product(s) just as much as we enjoyed creating them for you. We do understand, however, that sometimes things don't go as planned. If you change your mind, we will refund the item(s) returned to us in the original condition and not damaged or used within 28 days of the date of purchase. However, you do need to contact us to let us know that you want to return the goods within 14 days of the date on which the goods arrived to you.
Customers have the right to cancel under the Consumer Contract Regulations, in addition to our Returns Policy.
Refunds within the statutory period are made in line with the Consumer Contract Regulations.
Ice Equestrian reserves the right to accept or reject refunds where the product is not in the same condition as sent out. If you receive a product in a gift box, Ice Equestrian reserves the right to deduct a £10.00
fee if the item(s) have not been sent back in the original boxes or if the gift boxes have been damaged.
Refunds for the product(s) will be paid to the customer after the return arrives at Ice Equestrian and a finished inspection has been completed. You will reimburse in the same way that the purchase was made. It can take up to 7 working days to initiate a refund; however, we do try to do this as quickly as possible. Ice Equestrian does not accept returns on sale items.
Any product that you think has been delivered to you incorrectly, faulty, or damaged should be notified to Ice Equestrian within
48
hours of receiving the product. If you use the product, it will be considered your acceptance of the product(s).
Please note that we do not accept any stone falling from our browbands or other products as a fault or being defective, and we are not eligible for any refunds or exchanges. Browbands are decorative items only. Please read our
Browband Care Guide
which will give you information on how to care for your browband(s).
All products being returned to Ice Equestrian must be unused and in the same condition they were sent out to you, with all tags still attached to the products and in the original packaging. Any return to Ice Equestrian must be started online using our
START RETURN FORM
otherwise; your return will be denied. If you need any help please
contact us
so we can assist you.
It is the customer's responsibility for the return postage costs. You will be responsible for the shipping and any associated costs and risks associated with the return of the goods to us. You will be given the option of a return postage label from Ice Equestrian for a hassle-free return. If you are purchasing the return yourself, please make sure you keep your receipt as proof of postage or return until you have been issued a refund.
If the return parcel gets lost in transit on the way to Ice Equestrian, it is the customer's responsibility to claim the courier service provider for the product. You can obtain a proof of postage with a tracking option from the courier you send the parcel to. We do not take responsibility if your parcel gets lost in transit on your return.
If you return a product from outside the UK, any duties and costs that may occur on your order will be deducted from your refund.
If you do not start a return before or by the
14th day of receiving the product, you will not be eligible to start a return. If we do not receive the return by the
28th day after purchase, the return will be declined. If a product is sent back without a confirmation email within 14 days of receiving it from Ice Equestrian, we reserve the right to decline the return.
We do try our best to ensure your order is correct, but we do know that mistakes may happen.
If you have any problems at all with your order, you can call us at
0800 772 0081
or email us at info@ice-equestrian.com
