Ice Equestrian Returns & Cancellation Policy

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.

How to Initiate a Return or Exchange

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

• WhatsApp: For the fastest and most convenient response, call or message our Business Account at +44 (0) 7777 356 537. This is the easiest way to contact us during our business hours (Monday - Thursday 09:30am - 17:00pm).
• Email: Alternatively, you can reach us at contact@ice-equestrian.com
• Please Note: We are closed on weekends and Public 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.

Cancellations

Customers have the right to cancel under the Consumer Contract Regulations, in addition to our own Returns Policy. 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 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.

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 home collection via the Royal Mail website using your label's tracking number.
• Obtaining Proof Of Postage: You must ensure your parcel is scanned to validate your return. Post Office drop-offs require a physical Certificate of Posting receipt, while home collections will generate a digital proof of postage sent directly to your email
• Your Responsibility: Please keep your physical receipt or digital email safe. Without this proof of return, 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 (including orders that originally qualified for free shipping).
• Inside Your Parcel Box: To help us process your refund quickly, please include your original invoice. If you do not have a printer, simply include a handwritten note with your order details which include your Full Name, Order Number, and the Reason for Return/Exchange

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.
• 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.
• Condition for Refund: All items must be unused, in original condition, with all security tags still intact. Ice Equestrian reserves the right to reject a return if the product is not in the same condition as sent out. If the value of the goods is diminished by handling beyond what is necessary to establish the nature of the items, we reserve the right to deduct that amount from your refund in line with the Consumer Contract Regulations.

Damaged or Faulty Items
Please inspect your order immediately upon arrival.

• Transit Damage: Any items that arrive damaged or incorrect must be reported to us via WhatsApp or email within 48 hours of receipt so we can resolve the issue with our courier.
• Manufacturing Faults: In accordance with the Consumer Rights Act 2015, you have a legal right to a full refund if an item is found to be faulty or not as described within 30 days of receipt. Use of the product beyond established testing constitutes your acceptance of its condition.

International Returns
Customers outside the UK are responsible for arranging their own tracked return shipping.

• Duties & Taxes: Any customs charges or duties incurred by Ice Equestrian upon the return’s arrival in the UK will be deducted from your refund.
• Unclaimed Parcels: Ice Equestrian does not accept responsibility for international orders returned as "unclaimed" due to unpaid customs duties or failure to collect from a local sorting office. Any return shipping fees or surcharges incurred by Ice Equestrian will be deducted from your final refund.

Processing Refunds
Refunds within the statutory period are made in line with the Consumer Contract Regulations. Once your return is inspected and approved, we will process your refund (minus the return postage fee and any applicable packaging penalties) to your original payment method within 7 working days.

This policy is offered in addition to your legal rights as a consumer and does not affect your statutory rights.

Our Commitment to You
While we always strive for perfection, we understand that mistakes can occasionally happen. If there is any issue with your order, please reach out to us immediately—we are here to ensure your Ice Equestrian experience is nothing short of exceptional.

Contact Us:

WhatsApp +44 (0) 7777 356 537
Email info@ice-equestrian.com
Phone +44 (0) 1896 574 207