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If you wish to return/exchange a product please fill out the returns form attached to your invoice and return it to us ensuring you include your name and order number. Please note this can be done up to seven days after purchase. The parcel must then be returned via the Post Office counters/ or with a courier in accordance with the details set out below:
The returned parcel is the customer's responsibility until we receive it. As a result we suggest customers use a delivery service where they can track their return. If you do choose to use a standard service which may mean your order cannot be tracked we cannot be held responsible for your lost order therefore we will be unable to process your claim. We can only offer an exchange of the same product in a different size or colour, or if the product is damaged. Exchanges can take up to 10 working days to be processed. If we are unable to exchange the item we will email you with an explanation and agree on alternatives. Please note you may only make an exchange on the same item once.
You can return any unwanted item to us for a refund up to 7 days after purchase, provided it is in its original, unused condition and you have taken reasonable care of the goods whilst in your possession. We understand that you may wish to examine the goods as you would when purchasing from a shop but we do request that hygiene seals are not removed from garments and are only tried indoors. Please note that we cannot offer refunds on grooming products, medicines and food (if the hygiene seal has been removed) for health and hygiene reasons. This may not apply if your item is faulty or the product is of unsatisfactory quality. If you have a query about a refund on an item you have purchased please contact our Customer Care team email@example.com with your full name and order number so that we can deal with your query and provide you with further actions.
If you wish to return your item we advise you do so via recorded delivery, i.e. with a courier service provider. This will ensure that your order reaches us safely and if it does get lost it can be traced and we can process your refund/exchange. However, if you do choose to use a standard service, which may mean your order cannot be tracked, we cannot be held responsible for your lost order therefore we will be unable to process your claim. Our returns address is:
Horse Pride Equestrian Equipment
Building 38, Road 50, Block 426
Kingdom of Bahrain