At EquiGlow Shop, we understand that even the most discerning equestrian may occasionally need to return or exchange an item. Just as we carefully select our premium riding essentials, we’ve designed this policy with your convenience in mind.

Our Returns Promise

We accept returns and exchanges within 15 days of receiving your order. All items must be in their original condition – unworn, unused, and with all tags attached. For your safety and ours, certain hygiene-sensitive products cannot be returned (see exceptions below).

Note: Due to hygiene considerations, the following products are non-returnable unless faulty:

  • Bandages & Pads
  • Breastplates
  • Bridle Parts that have been fitted
  • Any items in the Breathing or Calming categories that have been opened

Simple 3-Step Return Process

Step 1: Request Authorization

Email our customer care team at [email protected] with:

  • Your order number
  • Item(s) you wish to return/exchange
  • Reason for return
  • Whether you prefer an exchange or refund
Subject: Return Request – Order #[Your Order Number] Dear EquiGlow Team, I would like to request a return/exchange for my recent order (#[Your Order Number]). Item(s) for return: [Product Name(s)] Reason: [Please specify] Preferred resolution: [Refund/Exchange for (specific product if known)] Please advise next steps. Best regards, [Your Full Name] [Your Contact Information]

Step 2: Package & Ship

Once approved, you’ll receive a Return Merchandise Authorization (RMA) number and instructions. Please:

  • Securely package the item(s) in the original packaging
  • Include a copy of your order confirmation
  • Clearly mark the RMA number on the outside of the package
  • Ship to our UK address (return shipping is at customer’s expense unless the return is due to our error)

Step 3: Receive Resolution

Upon receipt and inspection (typically within 3-5 business days), we’ll process your:

  • Exchange: Your replacement will ship within 2 business days
  • Refund: Issued to your original payment method within 5-10 business days

Refund Details

Your refund will be processed via your original payment method (Visa, MasterCard, JCB, or PayPal). Please note:

  • Original shipping fees are non-refundable (except for faulty items)
  • International customers: Any customs duties/taxes are non-refundable
  • Processing times depend on your financial institution (typically 3-10 business days after we issue the refund)

Exchange Shipping

For exchanges to the same value, we’ll cover standard shipping costs. For higher-value exchanges, you’ll only pay the difference in product cost plus any upgraded shipping fees.

Damaged or Faulty Items

If your equestrian gear arrives damaged or faulty, please contact us immediately with photos of the damage. We’ll arrange a free return and expedited replacement at no cost to you.

Equestrian Peace of Mind: We stand behind our products as firmly as we stand behind our horses. If you have any concerns about your purchase, our knowledgeable team is ready to assist at [email protected].