Ice Equestrian Returns

Ice Equestrian Returns, Exchanges & Cancellations

Simple, Stress-Free Returns

At Ice Equestrian, we want your shopping experience to be as enjoyable as your time in the saddle. We pride ourselves on the quality of our craftsmanship and the presentation of our collections. We know that sometimes an item might not be quite right, so to make things convenient and easy for you, we have streamlined our process so you can shop with complete confidence. Whether you need help finding the perfect alternative or wish to process a return, we are here to assist you every step of the way.

1. How to Initiate a Return or Exchange

To start a return, you must contact us within 14 days of the date of purchase.

• WhatsApp (Recommended): For the fastest and most convenient response, message our Business Account at [Your Number]. This is the easiest way to contact us during our business hours (Monday – Friday, [Your Hours]).
• Email: Alternatively, you can reach us at info@ice-equestrian.com.
• Please Note: We are closed on weekends and Bank Holidays. We will respond to all messages as soon as we return to the office. Returns cannot be accepted without prior notification within this 14-day window.

2. Cancellations


If you wish to cancel your order, please contact us as soon as possible via WhatsApp.

• Before Dispatch: If your order has not yet been packed, we will do our best to help and issue a full refund immediately.
• After Dispatch: Once an order is packed or handed to the courier, we cannot cancel it. You will need to follow the standard returns process once the parcel arrives.

3. Domestic UK Returns

For your security and ease of tracking, all UK returns must be sent using the pre-printed Royal Mail return label provided in your parcel.

• Flexible Return Options: You can drop your parcel at any Post Office or book a convenient home collection via the Royal Mail website using your label's tracking number.
• Proof of Postage: Whether you drop it off or have it collected, you must ensure you receive a Proof of Postage receipt. Without this, Ice Equestrian cannot be held responsible for items lost in transit.
• Cost: The cost of the return label is £4.95, which will be deducted from your final refund.

4. Packaging & Condition Requirements

To protect the integrity of our luxury collections, we enforce a strict packaging policy:

• Outer Packaging: Please reuse the original shipping box and protective materials. If the original box is damaged, you must use a sturdy, proper postage box. Envelopes or padded bags are not sufficient for our luxury presentation boxes.
• Magnetic & Velvet Box Protection: Our Regal Collection magnetic boxes and luxury velvet cases are part of the product. Do not apply tape, labels, or writing directly onto them. Any damage or marks to this premium packaging will result in a penalty fee deducted from your refund.
• Tags & Condition: All items must be unused, in original condition, with all security tags still intact.

5. Damaged or Faulty Items

Please inspect your order immediately. Any incorrect, damaged, or faulty products must be reported to us via WhatsApp or email within 48 hours of receipt. Use of the product constitutes your acceptance of its condition.

6. International Returns

Customers outside the UK are responsible for arranging their own tracked return shipping. Any customs charges or duties incurred by Ice Equestrian upon the return’s arrival in the UK will be deducted from your refund. We do not accept responsibility for parcels returned as "unclaimed."