Refund policy

RETURN & REFUND POLICY

We want you to be happy with your Equestrian Star order. This policy explains how returns, cancellations and refunds work.

14-DAY RETURNS

Equestrian Star accepts eligible returns within 14 days of delivery.

For customers in Spain and the European Union, this includes the statutory right of withdrawal provided by applicable consumer law.

For customers in our International market, Equestrian Star also offers eligible returns within 14 days of delivery as part of our store return policy. Any additional mandatory consumer rights that apply in your country remain unaffected.

The 14-day period begins when you, or a person designated by you other than the carrier, receives the goods. If items from the same order are delivered separately, the period begins when the last item is received.

To request a return, please contact:

equestrianstares@gmail.com

Please include your order number.

CANCELLATIONS

Eligible orders may be cancelled before the item is fulfilled using the cancellation options made available through our store.

If you need assistance, contact us as soon as possible at equestrianstares@gmail.com.

Many Equestrian Star products are made especially for you once you order, so production can begin quickly. This does not affect any statutory consumer rights that apply to your purchase.

RETURNING AN ITEM

Please contact us before sending any item back so that we can provide the correct return instructions.

Do not automatically return an item to the address shown on the original parcel. Our products may be produced and fulfilled from different locations, and the appropriate return location can vary.

For an eligible change-of-mind return, the customer is responsible for arranging and paying the direct cost of return shipping unless we tell you otherwise or applicable law requires us to bear that cost.

We do not charge a restocking fee.

Returned products should be in an appropriate condition and should only have been handled as much as reasonably necessary to establish their nature, characteristics and functioning.

For customers exercising a statutory right of withdrawal, you may be responsible for any diminished value caused by handling beyond what is necessary for this purpose.

REFUNDS

Once an eligible return has been received and assessed, we will process the applicable refund.

For customers exercising the EU statutory right of withdrawal, we will refund the payments required by applicable law, including the cost of our least expensive standard delivery option.

If you chose a more expensive delivery method than the least expensive standard option offered, the additional delivery cost does not have to be refunded except where required by applicable law.

Where permitted by law, we may withhold reimbursement until we have received the returned goods or you provide evidence that you have sent them back, whichever occurs first.

Refunds will normally be made using the same payment method used for the original purchase unless otherwise agreed or required.

DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Please inspect your order when it arrives.

If your item is damaged, defective, misprinted or you receive the wrong item, please contact us as soon as possible at equestrianstares@gmail.com.

Include your order number and clear photographs of the item and the problem where possible. This helps us investigate the issue quickly.

We will assess the issue and provide an appropriate remedy in accordance with your applicable consumer rights.

Faulty, damaged, incorrect or otherwise non-conforming goods are treated separately from ordinary change-of-mind returns. You will not be required to bear return costs where applicable law requires those costs to be borne by us.

MADE-TO-ORDER AND PERSONALISED PRODUCTS

Many Equestrian Star products are produced only after an order is placed. This helps us avoid unnecessary overproduction.

We do not treat a product as automatically excluded from statutory withdrawal rights simply because it is produced after an order is placed.

However, certain goods may be excluded from return or withdrawal rights where a specific exception under applicable law applies, including goods made to the customer's specifications or goods that are clearly personalised.

Any such exception will only be applied where it is legally applicable to the particular product or order.

This does not remove your statutory rights where an item is faulty, damaged, incorrect or otherwise not in conformity with your order.

OTHER RETURN EXCEPTIONS

Certain products may be excluded from return where applicable law permits, including certain sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.

We will not apply an exception where doing so would conflict with mandatory consumer law.

INTERNATIONAL ORDERS

Eligible orders delivered to destinations in our International market are covered by Equestrian Star's 14-day store return policy.

Customers are responsible for the direct cost of change-of-mind return shipping unless otherwise stated or applicable law requires otherwise.

Consumer rights differ between countries. Nothing in this policy limits any mandatory rights or remedies available to you under the law applicable to your purchase.

CONTACT US

For questions about returns, cancellations, damaged items or refunds, please contact:

Equestrian Star
equestrianstares@gmail.com

Please include your order number whenever possible.