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Online Returns Policy
Exchange or refund
If you wish to return your product for an exchange or refund for any reason, you have 28 days from receipt of your order to send your item(s) back to us. For a full refund on your item (postage not included), simply send your item(s) back to Eland Lodge in its original condition (including all packaging) within 28 days of receipt.
- We offer an extended returns period over Christmas, any gifts purchased after 1st November 2021 can be returned up until 10th January 2022. If you would like a gift receipt with your order this can also be arranged.
- If you believe your item is faulty after the 28 day period take a look at the “Faulty Items” section below and contact us.
Some items can’t be returned
We always aim to be fair with our returns; we want you to be happy with your purchases! However there are some items that are non-refundable (unless faulty), this includes:
- Any items that are made to order, personalised or customised
- Any food items
- For hygiene reasons we cannot accept returns of items such as pierced earrings, underwear, bedding etc
- For safety reasons we cannot accept returns of any safety items (Hats, Body Protectors, Air Jackets)
- Gift Cards and vouchers cannot be returned or exchanged for cash
We select our suppliers based on their reputation for quality and most of the items we sell come with a 12 month guarantee against fault (excludes reasonable wear & tear). If you believe your items is faulty please contact us – we’ll discuss the problem with you and sometimes may need to you send us images of the fault. If we need you to send the item back to us, we will of course reimburse your postage.
If a product is returned to us due to fault or failure the product may be returned to the manufacturer for assessment. Please allow up to 30 days for an exchange or refund in these instances.
How to return your item
Fill in your returns form (this should be included in your parcel) ensuring you let us know your order number, name and whether you’d like a refund or exchange. If your item was a gift then you’ll need to include the gift receipt instead, plus your contact details.
Packaging the item
Put your item (including it’s original packaging) in suitable outer packaging for post – a bag or box. It’s really important that you don’t damage the original packaging of the item you are returning to us during the postage process. If original packaging is damaged, (for example by a label being stuck to it, it being taped up etc) we may not be able to accept your return or refund you.
If your item came with a free gift then this will need to be returned with the item (unless you’re exchanging for another size of the same item).
It is your responsibility to arrange and cover the costs of returning items to us, unless the item is faulty. We recommend that you obtain proof of postage and insurance for your parcel against loss and damage as you are responsible for the returned goods until they are received by us.
Please post your item to:
Eland Lodge Equestrian Ltd
Draycott in the Clay
Receiving your refund
If you paid with a credit/debit card
Once your item has been checked and a refund approved, we will refund the payment for the item directly onto the card you purchased it on. This can take up to 7 days to process and clear through your bank.
If you paid with a gift card
If you paid with a gift card then your refund will be sent to you on a new Eland Lodge Gift Card.
If you are returning a gift
To return a gift, you’ll need to include your gift receipt with the order. Items returned with a gift receipt will be refunded with an Eland Lodge Gift Card.
Please read our Terms and Conditions for our full Returns Policy.