Returns & Refunds Policy

Last Updated January 2026

Our Commitment

At The Fitted Horse, we want you to be completely satisfied with your purchases. We carefully assess each horse's individual needs during professional fitting consultations to ensure equipment is appropriate before purchase. However, we understand that occasionally items may need to be returned

This policy outlines your rights and our procedures for returns and refunds.

Your Statutory Rights

Nothing in this policy affects your statutory consumer rights under UK law, including:

• Consumer Rights Act 2015 - Products must be of satisfactory quality, fit for purpose, and as described
• Consumer Contracts Regulations 2013 - Right to cancel distance and off-premises contracts within 14 days
• Right to return faulty goods for refund, repair, or replacement
• Right to reject goods that are not as described

For full details of your cancellation rights under distance and off-premises contracts, please refer to our separate Right to Cancel Policy.

For information about manufacturer warranties and our pre-loved stock guarantee, please refer to our Product Warranties and Guarantees document.

These rights always apply regardless of our returns policy.

For advice on your statutory rights, contact Citizens Advice: www.citizensadvice.org.uk

Returns Categories

Returns are handled differently depending on the type of product and reason for return:

1. Faulty or defective products (covered by warranty)
2. Change of mind - New, unused products
3. Change of mind - Used products
4. Incorrectly sized or unsuitable products
5. Pre-loved stock
6. Bespoke, custom, and made-to-order products
7. Distance and off-premises sales (covered by Right to Cancel Policy)

1. Faulty or Defective Products

Coverage

If you receive a product that is:

• Faulty or defective
• Damaged during delivery
• Not as described
• Missing parts or components

You are entitled to a refund, repair, or replacement under consumer law and manufacturer warranties.

See our Product Warranties and Guarantees document for full details of manufacturer warranty coverage for all brands we stock, including:

• WOW Saddles (2-year warranty)
• Bombers Bits (1-year warranty, some with limited lifetime warranty)
• Fager Bits (1-year warranty)
• Myler Bits (Limited lifetime warranty)
• Premier Equine, Acavallo, Winderen, and all other brands

Timeframes

Within 30 days of purchase:

• Full right to reject for full refund
• No need to accept repair or replacement

Within 6 months of purchase (new products):

• Right to repair or replacement
• If repair/replacement impossible or fails twice, right to partial or full refund

Within manufacturer's warranty period:

• Coverage as per manufacturer's specific warranty terms (see Product Warranties and Guarantees document)

Within guarantee period (pre-loved stock):

• Rights as per our Pre-Loved Guarantee (typically 6 months unless stated otherwise - see Product Warranties and Guarantees document)

Process

Step 1: Contact us immediately

• Email: emma@thefittedhorse.co.uk
• Phone: 07359 205538
• Provide: Order number, photos of defect/damage, description of problem

Step 2: Assessment

• We will assess whether the issue is a fault/defect or normal wear
• We may request additional photos or return of item for inspection
• We will determine if the issue is covered by manufacturer warranty or statutory rights

Step 3: Resolution

• Refund: Full refund if within 30 days or if repair/replacement not possible
• Replacement: Exchange for identical product if available
• Repair: Professional repair at our expense if appropriate
• Partial refund: If you wish to keep item with minor defect
• Manufacturer warranty claim: We will liaise with manufacturer on your behalf for warranty claims

Step 4: Return arrangements

• We will provide prepaid return label for faulty items (where applicable)
• You will not be charged for return shipping of faulty products
• Items must be returned securely packaged to prevent further damage

Timeline:

• Refunds processed within 14 days of receiving returned item
• Manufacturer warranty claims typically resolved within 14-28 days (see Product Warranties and Guarantees document)

2. Change of Mind - New, Unused Products

Eligibility

Products may be returned for refund if:

• Purchased within the last 14 days
• Completely unused - never fitted to horse, never used, in original condition
• Original packaging intact with all labels, tags, and components
• Not hygiene-sealed products that have been opened (see exclusions)
• Not bespoke or custom-made items

Note: If you purchased via distance selling (online, phone, email) or off-premises (at your yard), you have additional rights under the Consumer Contracts Regulations 2013. Please see our Right to Cancel Policy for full details.

Process

Step 1: Contact us within 14 days of purchase

• Email: emma@thefittedhorse.co.uk
• State: Order number, item(s) to return, reason for return

Step 2: Return authorization

• We will confirm eligibility and provide return instructions
• Return address will be provided
• Return shipping is customer's responsibility and cost (unless exercising statutory cancellation rights - see Right to Cancel Policy)

Step 3: Return the item

• Package securely to prevent damage in transit
• Include copy of receipt/invoice
• Obtain proof of postage (recommended)
• Items damaged in return transit may not be eligible for full refund

Step 4: Inspection and refund

• We will inspect returned item within 3 working days of receipt
• If item is in resaleable condition, full refund will be processed
• If item shows use, wear, or damage, refund may be reduced or refused

Refund amount:

• Product cost: Full refund if item is in perfect, unused condition
• Original shipping: Not refunded (unless exercising statutory cancellation rights or product was faulty)
• Return shipping: Customer's cost (not refunded unless statutory cancellation or faulty goods)
• Restocking fee: 10% restocking fee may apply if item requires repackaging or inspection costs

Timeline: Refunds processed within 14 days of receiving and inspecting returned item

How Refunds are Issued

Refunds are returned via original payment method:

• Card payments: Refunded to original card
• Bank transfer: Refunded to originating account
• Cash: Refund by bank transfer (account details required)

3. Change of Mind - Used Products

General Policy

Used products cannot be returned for refund simply due to change of mind.

Once equipment has been:

• Fitted to your horse
• Used during riding
• Exposed to normal use conditions

It is no longer in resaleable condition and cannot be accepted for return.

Exceptions

Used products may only be returned if:

• Faulty or defective (see Section 1 and Product Warranties and Guarantees document)
• Not as described at point of sale
• Professional fitting error on our part (rare, but we will address)

Why This Policy Exists

• Hygiene: Used equipment cannot be resold as new
• Wear: Even minimal use creates wear affecting resale value
• Fair pricing: Other customers deserve new/unused products when paying full price
• Professional fitting: Our consultation process is designed to ensure suitability before purchase

This is why professional fitting consultations are so valuable - ensuring equipment is correct BEFORE purchase.

4. Incorrectly Sized or Unsuitable Products

Items Purchased After Professional Fitting

If you purchased equipment following our professional fitting consultation:

Our responsibility:

• If we made an error in assessment, measurement, or recommendation
• We will exchange or refund at no cost to you
• We will conduct follow-up assessment at no charge

Your responsibility:

• If your horse's size/shape has changed since fitting (weight gain/loss, muscle development)
• If you chose a different size/specification than recommended
• If the item is now used and cannot be returned

Items Purchased Without Professional Fitting

If you purchased equipment without our professional fitting consultation (e.g., bought online, purchased at event, bought based on your own assessment):

Returns are subject to standard returns policy:

• Unused items: May be returned within 14 days (Section 2)
• Used items: Cannot be returned unless faulty (Section 3)
• Sizing issues are customer's responsibility if professional fitting was not utilized

Distance sales customers: You have additional rights under the Consumer Contracts Regulations 2013 - see our Right to Cancel Policy.

This is why we strongly recommend professional fitting before purchasing.

Follow-Up Adjustments

Many items can be adjusted rather than returned:

• Bridles: Often can be adjusted to fit better
• Bits: Width adjustments may resolve issues
• Saddles (WOW): Can be adjusted by qualified fitters

Contact us first - we may be able to resolve the issue without need for return!

5. Pre-Loved Stock Returns

Returns Period

Pre-loved stock may be returned within 7 days of purchase if:

• Item is not as described at point of sale
• Condition is worse than disclosed
• Item has undisclosed damage or defects
• Item is unsafe or unfit for purpose

Pre-Loved Stock Guarantee

All pre-loved stock comes with a 6-month guarantee unless stated otherwise at point of sale.

Full details of our pre-loved guarantee coverage are in our Product Warranties and Guarantees document, including:

• What's covered (structural failures, hidden defects, safety issues)
• What's not covered (disclosed wear, normal progression of wear, misuse)
• Our assessment process and condition grading
• Extended or shortened guarantee periods for specific items
• How to make a guarantee claim

NOT Eligible for Return

• Wear or characteristics that were disclosed at point of sale
• Normal progression of existing wear after purchase
• Change of mind after trying item at home (item was available for inspection before purchase)
• Your horse's preference or acceptance (pre-loved items sold as-is regarding horse's response)

Process

Contact us within 7 days:

• Email: emma@thefittedhorse.co.uk with photos and description of issue
• We will assess whether item was misrepresented

If eligible:

• Return instructions provided
• Item must be returned in same condition as sold
• Refund or exchange offered
• Return shipping may be refunded if item was significantly misrepresented

Timeline: 7 days from purchase for notification, 14 days for refund processing after receipt

6. Bespoke, Custom, and Made-to-Order Products

NON-RETURNABLE Items

The following items CANNOT be returned or refunded unless faulty:

• Custom-made saddles ordered to your horse's specific measurements
• Bespoke bridles made to custom specifications
• Made-to-order items manufactured specifically for you
• Personalised or embroidered products
• Custom colour combinations not part of standard range
• Specially ordered sizes outside standard stock
• Items modified to your specifications

Statutory Exclusion from Cancellation Rights

Important: Under the Consumer Contracts Regulations 2013, your statutory right to cancel does NOT apply to goods made to your specifications or clearly personalised.

This means custom-made items are excluded from the 14-day cooling-off period that applies to distance and off-premises sales.

Full details are provided in our Right to Cancel Policy.

Why These Items Are Non-Returnable

• Manufactured specifically for you and your horse
• Cannot be resold to other customers
• Significant investment in custom manufacture
• Measurements and specifications were confirmed before ordering

Our Commitment on Custom Orders

Before placing custom orders, we will: 

• Conduct thorough assessment and measurement
• Confirm all specifications in writing
• Provide opportunity to review and approve before manufacture
• Clearly explain that items are non-returnable
• Obtain your explicit written agreement acknowledging:
• You understand the right to cancel does not apply to custom-made goods
• You understand the order is non-returnable
• You accept the specifications as confirmed

If custom items are faulty or not made to agreed specifications:

• We will work with manufacturer to resolve
• Repair, remake, or refund will be pursued
• Your statutory rights regarding faulty goods remain fully protected
• See Product Warranties and Guarantees document for manufacturer warranty coverage

Deposits on Custom Orders

• 50% deposit required for all custom-made orders
• Deposits are non-refundable once order has been placed with manufacturer
• Deposit secures your place in manufacturing schedule
• Remaining 50% payment required before or on delivery
• Cancellation after manufacture begins will result in full payment being due

You will be clearly informed of deposit terms before confirming your order.

7. Distance and Off-Premises Sales

14-Day Statutory Cancellation Right

If you purchase products through:

• Distance selling: Online, by phone, or by email
• Off-premises: At your yard or location 

You have statutory rights to cancel within 14 days under the Consumer Contracts Regulations 2013.

Important: Full details of your cancellation rights, including how to exercise them and what exceptions apply, are provided in our separate Right to Cancel Policy document.

Please refer to that policy for complete information about:

• How to cancel distance and off-premises contracts
• Timeframes for cancellation and returns
• Your obligations when exercising cancellation rights
• Exceptions for custom-made goods and services
• Effects of cancellation and refund procedures

Key Points

You can cancel within 14 days from:

• Goods: The day you (or someone you designate) receives them
• Services: The day the contract is concluded

Exceptions - You CANNOT cancel:

• Goods made to your specifications (custom-made items)
• Sealed hygiene products that have been opened
• Services fully performed with your prior express consent

How to cancel:

• Email: emma@thefittedhorse.co.uk
• Phone: 07359 205538
• Send clear statement of your decision to cancel

For complete details, please read our Right to Cancel Policy.

8. Items That Cannot Be Returned

Non-Returnable Categories

The following items cannot be returned except where faulty:

Hygiene items opened/used: Saddle pads that have been used, opened hygiene-sealed products, certain protective equipment once packaging opened

• Custom/bespoke items: As detailed in Section 6 - made to your specifications or clearly personalized
• Personalized products: Embroidered, engraved, or customized items
• Used equipment: Items showing use, wear, or horse contact (unless faulty or not as described)
• Clearance/final sale items: Clearly marked as "FINAL SALE" or "NO RETURNS" at point of purchase
• Gift cards or vouchers
• Services already performed: Fitting consultations, assessments completed with your express consent (see Right to Cancel Policy for services that have commenced)
• Items mixed with other products: Goods that have been inseparably mixed with other items after delivery
• Items Marked "FINAL SALE"

Some items are sold on final sale basis (typically clearance, discontinued, or heavily discounted stock):

• Clearly marked at point of sale
• Significantly reduced prices reflect final sale status
• Cannot be returned except for faults/defects
• Your acknowledgment obtained before purchase

9. Condition of Returned Items

Acceptable Handling

You may handle returned items as you would in a shop to establish:

• Nature of the product
• Characteristics and features
• Functioning and suitability

This means you can: 

• Remove from packaging to inspect
• Handle carefully to assess quality and suitability
• Compare against your horse's measurements (without fitting to horse)

You CANNOT: 

• Use the product (fit to horse, ride in equipment)
• Remove tags, labels, or security devices
• Damage packaging excessively
• Soil, stain, or damage the product

Diminished Value

You are liable for any reduction in value if you have handled items beyond what is necessary to establish their nature and characteristics.

Examples of handling causing diminished value:

• Fitting bit to horse's mouth (saliva contact)
• Using saddle for riding
• Excessive handling causing wear marks
• Removing permanently attached labels or tags
• Damaging packaging beyond necessary inspection

If returned items show diminished value, your refund may be reduced proportionately.

10. Return Shipping and Costs

Who Pays Return Shipping?

Customer pays return shipping when:

• Returning unused items due to change of mind (non-statutory returns)
• Item is not faulty or misdescribed
• Returning within voluntary return period rather than statutory cancellation

We pay return shipping when:

• Item is faulty, defective, or damaged
• Item was misdescribed or not as ordered
• We made a fitting error in our professional assessment
• Item was incorrect due to our error

Distance/off-premises sales (statutory cancellation):

• You bear the direct cost of returning goods
• See Right to Cancel Policy for full details

Safe Return

When returning items: 

• Package securely to prevent damage in transit
• Use tracked shipping service (recommended)
• Obtain and retain proof of postage
• Insure valuable items
• Include copy of receipt/invoice

Risk during return shipping:

• Items remain your responsibility until we receive them
• We recommend insurance for valuable items
• Proof of postage protects you if items go missing

11. Refund Processing

Timeframes

Refunds are processed:

• Within 14 days of receiving returned goods (or evidence of return)
• Sooner where possible - we aim for 5-7 working days typically

Refund Method

Refunds issued via original payment method unless alternative agreed:

• Card payments: Refunded to original card (may take 3-5 working days to appear)
• Bank transfer: Returned to originating account
• Cash purchases: Refund by bank transfer (account details required)

What's Refunded

• Product cost: Full amount paid for returned product (minus any applicable deductions for diminished value or restocking)
• Original delivery costs:
• Refunded if entire order returned under statutory cancellation rights
• Refunded if goods faulty or our error
• NOT refunded for voluntary returns or partial order returns
• Return shipping:
• NOT refunded for voluntary returns
• Refunded if goods faulty or our error

Withholding Refunds

We may withhold refunds until:

• We have received returned goods, OR
• You have provided evidence of returning goods (e.g., proof of postage)

Whichever is earlier.

12. Exchanges

Exchange Policy

We offer exchanges where:

• Item is faulty or defective (exchange for identical replacement)
• Incorrect size selected (exchange for correct size if available and item unused)
• We made fitting error (exchange at our cost)

Process

Contact us to request exchange:

• Email: emma@thefittedhorse.co.uk
• Phone: 07359 205538
• Provide order number and details of desired exchange

Exchange availability:

• Subject to stock availability
• Like-for-like exchanges preferred
• Alternative products may be offered if identical item unavailable

Cost:

• No charge for exchanges of faulty items or our errors
• Return shipping cost applies to customer-initiated exchanges (wrong size selected)

13. Trial Periods (Non-Statutory)

Equipment Trial Programme

While statutory cancellation rights may not apply to custom-made goods, 

The Fitted Horse offers trial options for certain products:

Trial equipment available for:

• Assessment before purchase commitment
• Testing multiple bit options during fitting consultation
• Evaluating saddle fit over several rides (where appropriate)

Trial terms:

• Duration: Typically 7 days (confirmed at time of trial)
• Equipment remains our property
• Customer responsible for equipment during trial
• Return in clean, undamaged condition
• Damage or loss charged at replacement cost

These trial arrangements are in addition to, not instead of, your statutory rights.

14. Gift Returns

Returns by Gift Recipients

If you received equipment as a gift:

• You may return for exchange or gift card/credit note
• Original purchaser's receipt required
• Refunds issued only to original purchaser (not gift recipient)
• Standard returns conditions apply (unused, within timeframe, etc.)

Returns by Gift Purchaser

If you purchased equipment as a gift:

• Standard returns policy applies
• Distance selling cancellation rights apply if purchased remotely (see Right to Cancel Policy)
• Custom-made gifts still non-returnable (as per Section 6)

15. Complaints and Disputes

If you're unhappy with how a return has been handled:

Step 1: Contact us to discuss

• Email: emma@thefittedhorse.co.uk
• Phone: 07359 205538
• We will work to resolve the issue

Step 2: Formal complaint

• Submit complaint in writing
• We will investigate and respond within 7-10 working days
• See our Complaints Policy for full procedure

Step 3: External resolution

• Citizens Advice Consumer Service
• Trading Standards
• Alternative Dispute Resolution (ADR) services
• Legal action (as last resort)

16. Contact Information

For returns, refunds, or questions:

The Fitted Horse

📧Email:emma@thefittedhorse.co.uk
📱Phone:07359205538
🌐 Website: www.thefittedhorse.co.uk

Please contact us BEFORE returning any items to discuss the return and obtain instructions.

17. Related Policies

This Returns and Refunds Policy should be read alongside:

• Right to Cancel Policy - Full details of statutory cancellation rights for distance and off-premises contracts
• Product Warranties and Guarantees - Complete manufacturer warranty information for all brands (WOW Saddles, Bombers Bits, Fager Bits, Myler Bits, Premier Equine, Acavallo, Winderen, Correct Connect, Aster Bits, Lumiere Equestrian) and our 6-month pre-loved stock guarantee
• Terms and Conditions - General terms governing all services and sales
• Complaints Policy - Procedure for raising concerns and complaints

All policies available on request or on our website.

18. Policy Updates

This Returns and Refunds Policy is reviewed regularly and may be updated. 

Changes will be:

• Published on our website
• Available on request
• Effective from date of publication

Policy at time of purchase applies to your transaction.

Quality Products. Fair Policies. Customer Care.

We're here to help. If you have questions about returns or need assistance, please don't hesitate to contact us.

For full details of your statutory cancellation rights under distance and off-premises contracts, please refer to our Right to Cancel Policy.

For complete manufacturer warranty information and our pre-loved stock guarantee terms, please refer to our Product Warranties and Guarantees document.