how to return one or more items?
Would you like to make a return? It's easy if you received your order less than 14 days ago.
In accordance with the legal provisions in force, you have a period of 14 days from receipt of the product to exercise your right of withdrawal in order to receive an exchange or refund.
In accordance with the legal provisions in force, Equi-Bride Saddlery will only bear the cost of postage when it is responsible for a delivery error or a defective product; otherwise, the customer is responsible for the cost of returning the goods , and for ensuring that the packaging complies with current transport standards.
Exchanges and refunds will only be made on condition that products are returned in their original condition and complete (packaging, accessories, instructions, unworn or washed products and ungreased leathers, etc.), enabling them to be remarketed as new. Damaged, soiled or incomplete products cannot be returned.
Maintenance and care products as specified on the website and/or in store cannot be taken back due to their specific packaging.
1. Request return
- Log in to your Equi-Bride account (if you don't have an Equi-Bride account, see box below)
- Go to the "Orders" tab
- Click on the order number you wish to return
- Select the item(s) you wish to return
- Notify us if you would like an exchange (size, color, other model) or a refund.
- Click on "Return a product".
- You will find your return in the "Product Returns" section with a return number (example: #RE000282).
- Once your request has been made, Equi-Bride will validate your return within a maximum of 3 working days.
- After validation, you can download and print the return form from your Equi-Bride account. You then have 14 days to return the product.
- Only if the return is due to a shipping error on Equi-Bride's part or to a defective product, a Colissimo Return label will be sent to you by e-mail (check your spam filters). Otherwise, you will be responsible for the shipping costs of your return.
Once at La Poste, return your product to us by Colissimo parcel against signature.
2. prepare the package
- Replace the new, unused item in its original packaging (box, plastic wrapping, label), then put it in a parcel (e.g. the Equi-Bride box or envelope). Without the original packaging, your claim cannot be processed.
- Put your printed return slip in your parcel
- If you have a Colissimo Return label received from Equi-Bride, stick it on the parcel.
- Finally, go to your nearest post office to send us your parcel.
3. exchange or refund
Following your return, you have the choice between an exchange or a refund! You will receive an email on your Equi-Bride account to indicate your choice (exchange or refund).
- If you wish an exchange, we will communicate on the chosen article and will see together the modalities.
- If you wish a refund, it will be processed within 21 working days.
would you like to return a personalized item?
In accordance with the provisions of article L.221-28 of the French Consumer Code, it is not possible for a customer to retract from an order for made-to-measure products, i.e. products made to the customer's own specifications and requirements.
In the event of customer error (wrong choice of products, wrong choice of colors, wrong dimensions, wrong options, etc.), custom-made products cannot be put back on the market. This is why we cannot take back or exchange these products.
However, if you become aware of an error such as the one above, we recommend that you contact our offices as soon as possible. If we have not yet put your order into production, it may be cancelled and you will receive a refund as soon as possible.