Refund and Returns Policy

Standard Returns

• All items purchased must be returned to us within 14 days of receipt to receive a refund.
• All items purchased in a sale must be returned within 7 days of receipt to receive a refund.
• Items returned must be unworn, unmarked, and unwashed.
• Items must be in their original packaging with original tags attached.
• The customer is responsible for the cost of returning any and all items.
• Refunds will be processed within 28 days of us receiving the return in the described condition.
• Return costs are non-refundable.
• Any changes to orders after submission cannot be guaranteed.
• We recommend using a tracked or signed service to ensure safe delivery. Please keep your receipt as proof of postage.

Faulty or Incorrect Items

If you receive a faulty or incorrect item, please contact our customer service team via hello@eirianequestrian.com.

• If your parcel has been damaged by the delivery service, you must inform us within 48 hours of receiving your items. Failure to do so may prevent us from placing a claim with the courier.
• If your parcel is delayed beyond your requested shipping option, please inform us within 48 hours of receipt.
• Faulty items must be deemed faulty within 90 days, at the discretion of Eirian Equestrian. We will offer a credit note or exchange within this period.

Please note:

• General wear and tear will not be deemed a fault.
• Products featuring gripping systems (e.g., silicone knee grips) will fade and crack over time due to saddle friction—this is not considered a fault.
• If a fault/issue is deemed man-made (e.g., heat damage or improper care), we will not offer an exchange or refund.

How to Return an Item

• Ensure you return your product to the correct returns address (for both UK and International orders).
• Use the ‘Returns & Exchanges’ slip provided in your parcel and include:
  • Your original order number
  • Your contact details
  • If exchanging, details of the new product you would like as a replacement
• If the item you require is out of stock, a member of our team will contact you at the earliest opportunity.

Lost Parcels

• If your item has not arrived within 10 days (domestic) or 25 days (international), we can begin the complaints procedure with the courier.
• If the parcel remains undelivered after 30 days, we can issue a refund.
• If we have proof of delivery (signed-for or photographic evidence), but you have not received your parcel due to it being left outside and going missing, you must provide a crime reference number from your local police before we can proceed further.
• If a parcel is left in a customer-designated safe place, responsibility lies with the customer and not the retailer.

For international returns, please state on the address label:
📍 Return to Eirian Equestrian

Gifts

• If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once received, a gift certificate will be mailed to you.
• If the item was not marked as a gift, or the gift giver had the order shipped to themselves, we will issue a refund to the gift giver.

📩 Please contact us for the returns address.