Returns & Refunds Policy

Last updated: 22 September 2026

We hope you love your SJS Equestrian order. If you change your mind,
you may cancel and return eligible items in accordance with the policy
below. This policy applies to orders placed through our website.

Changing your mind

You must tell us that you wish to cancel within 14 days, starting the
day after you receive your order. After notifying us, you have a further
14 days to send the items back.

To arrange a return, please email
[INSERT CUSTOMER SERVICE EMAIL] with your name,
order number and the items you wish to return. We will provide the
correct return address and instructions privately.
You do not need to give a reason or obtain our approval to exercise
your statutory right to cancel.

Please return items with their original labels, tags and packaging
where possible. You may inspect and try on an item as you would in a
shop. Missing packaging or detached tags do not automatically remove
your cancellation rights.

Please take care when trying on clothing and keep it away from
make-up, deodorant, perfume, animal hair and other marks. If handling
beyond what is necessary to establish an item’s nature, characteristics
and functioning reduces its value, we may make a reasonable deduction
from your refund to reflect that loss in value, where permitted by law.

Return postage

You are responsible for the direct cost of returning an item when you
have changed your mind, provided we informed you of this before your
purchase, unless we agree otherwise.

Please package your return securely, obtain proof of postage and keep
it until your refund has been completed.

If an item is faulty, damaged or incorrect, please contact us so we can
arrange an appropriate return method. We will cover reasonable return
costs for goods that do not meet your statutory rights.

Refunds

For change-of-mind cancellations, we will refund any amount due without
undue delay and no later than 14 days after receiving the returned goods
or, if earlier, receiving evidence that you have sent them back.

Refunds will be made to your original payment method unless you
expressly agree otherwise. You will not be charged a refund fee.

If you cancel your entire order, we will also refund the cost of our
least expensive standard delivery option. Any additional amount paid
for express, timed or enhanced delivery will not be refunded. If you
return only part of an order, the original delivery charge will not
normally be refunded.

Your bank or payment provider may take additional time to show the
refund in your account.

Exceptions to change-of-mind returns

Where applicable, the statutory right to cancel does not apply to:

• Goods made to your specifications or clearly personalised.
• Sealed goods that are genuinely unsuitable for return for
  health-protection or hygiene reasons, where the seal has been
  broken after delivery.

These exceptions do not affect your rights if goods are faulty,
damaged, not as described or otherwise do not meet your statutory rights.

Faulty, damaged or incorrect items

Please contact us as soon as possible if there is a problem with your
order. Include your order number or other proof of purchase and a
description of the issue. Photographs can help us investigate, but are
not a condition of exercising your statutory rights.

Goods must be of satisfactory quality, fit for purpose and as described.
Your statutory rights generally include a short-term right to reject
goods that do not meet these requirements within 30 days of delivery.
Rights can continue after this period: depending on the circumstances,
you may be entitled to a repair, replacement, price reduction or refund.

Where you are entitled to a refund for goods that do not meet your
statutory rights, we will provide it without undue delay and within
14 days of agreeing that you are entitled to it.

There is no requirement to report a fault within 48 hours to retain
your statutory rights.

Sale and promotional items

Goods purchased in a sale or promotion have the same statutory
consumer protections as full-price goods. Any refund will reflect
the amount paid for the returned goods.

Exchanges

If you need a different size or colour, please contact us. Subject to
availability, we may be able to arrange an exchange. To secure a
replacement more quickly, we may recommend returning the original
item for a refund and placing a new order.

Website purchases returned at events

Please contact us before bringing a website return to a trade stand
or event. We cannot guarantee that a return or exchange can be processed
at an event without prior arrangement. This does not affect your
statutory cancellation or return rights.

Contact us

SJS Equestrian
Email: sarah@sjsequestrian.co.uk

Please contact us for the correct return address before posting your
parcel. We will provide the address privately. Contacting us for return
instructions does not replace or restrict your statutory right to cancel.

Nothing in this policy limits or excludes your statutory consumer rights.