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 used or damaged 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 delivery date on which they arrived to you. A wrong or faulty product must be reported within 2 days of receiving the order.

This product description outlines the return policy for our merchandise. In order to initiate a return, customers are required to notify us via email within 14 days from the date they received their purchase. This timeframe allows ample opportunity for customers to assess the product and decide if it meets their expectations. However, it is important to note that after the 14-day period has elapsed, returns will no longer be eligible. We encourage customers to promptly contact us via email to initiate the return process and ensure a smooth and efficient experience.

Ensure a hassle-free return process with our convenient return form.

Once you have carefully reviewed our refund and return policy, you can start your return process. By doing this, you can visit the footer and go to the section on delivery and returns. Click on it, and you will see a drop-down menu. Go to the Start a Return link and follow the necessary steps by digitally filling out the form. This form is crucial in facilitating a smooth return experience, as it allows us to efficiently process your request.

It is important to accurately fill out all the required details on the return form. By providing correct information, such as your invoice/order number, contact details, and reason for return, you enable us to swiftly address your concerns and initiate the necessary actions. Neglecting to fill out the form correctly may result in unnecessary delays in processing your return request.

We understand the value of your time and strive to make the return process as seamless as possible. By adhering to our guidelines and ensuring the return form is completed accurately, you can help us expedite the return process and ensure a prompt resolution to any issues you may have encountered. Rest assured, our dedicated team is committed to providing exceptional customer service and resolving any concerns you may have regarding your purchase.

To ensure that your return is processed quickly and efficiently, we ask that you carefully pack your item in the original packaging and outer box. This will help to protect the item during transit and ensure that it arrives back to us in the same condition as when it was sent.

In addition to the packaging, we ask that you include your invoice inside your return parcel. If you no longer have your invoice, don’t worry; you can simply include a note with your name and order number. This will help us to quickly identify your return and process it accordingly.

For UK mainland customers, we offer a convenient return process. You will receive a return postage label inside your parcel to use if you need to send your order back. Please ensure you fill out the "Start a Return Process" form and follow the necessary steps. Failing to do so will result in your return being declined.
Your return label allows you to either take the parcel to a post office or arrange for it to be collected from your location, making the process hassle-free and seamless. Please note that the fee for this service will be deducted from your refund and will be equivalent to the courier price you paid when placing the order. If you prefer to post the return yourself, please keep proof of postage in case the parcel goes missing.

If you are an EU or international customer and have chosen FedEx or DHL shipping for your order, we have got you covered as well. We will provide you with a return label via email. This label ensures that you can easily return the item to us. The return postage cost will be deducted from your refund, and it is usually the same as the original postage cost for your order. This ensures that you are not burdened with any extra expenses. However, if you have chosen international worldwide shipping, you have the flexibility to choose your own courier service from your own destination. This allows you to have control over the return process and select a courier that suits your preferences.

After you have returned your item to us, kindly permit our team a maximum of three business working days to conduct a comprehensive inspection. During this time, our in-store returns team will carefully examine the returned item to ensure it meets our quality standards and is in the same condition as when it was purchased. We understand the importance of a prompt resolution, and we strive to complete the inspection process as quickly as possible.

After the inspection of your return is complete, we will promptly notify you via email. This email will provide you with detailed information regarding the outcome of the inspection, including whether your return has been approved or if any issues were identified. Our goal is to keep you informed every step of the way, ensuring transparency and clarity throughout the return process.

Rest assured that our team is committed to providing a seamless and efficient return experience for our valued customers. We understand that returning a product can be a hassle, and we aim to make the process as hassle-free as possible. Should you have any questions or concerns regarding your return, please do not hesitate to reach out to our customer support team, who will be more than happy to assist you.

If you are eligible for a refund, it will be issued to you using the same payment method used to purchase the product(s). We will notify you via email once it has been issued. Please keep in mind that the refund may take up to 5 business working days to process following the inspection, while we do our best to complete this procedure as promptly as we can for your convenience.

If you believe you have received an incorrect, faulty, or damaged product with your online order, we sincerely apologise for any inconvenience caused and assure you that we will do everything we can to resolve the situation promptly for you. To ensure a prompt resolution, please inform us via email within 2 days of receiving your order. By doing so, we will be able to quickly rectify the issue for you. Please keep in mind that if you do not notify us within this time frame, you will be bound to accept the product(s).

After 14 days of receiving your purchase, if we have not been informed via email.

If the product(s) have been used, worn, washed, or soiled.
If the product tags have been removed.
If the product(s) are not returned in their original packaging. 
If any products are damaged. 
If you have purchased an item on sale.
If the products do not arrive at Ice Equestrian by the 28th day of purchase. 
We do not accept any stone falling out of any decorative item as a faulty product or for a refund or exchange.