Refund policy

Returns

CUSTOMERS MUST CONTACT US TO NOTIFY OF RETURNS

If for any reason you are not entirely happy with your purchase, we are here to help. In the first instance customers are requested to inform us through the ‘Contact Us’ page on our website or via direct email to sales@biancoequestrian.co.uk 

Items must be returned in original packaging, unsoiled and unused, to arrive to us within 30 days of receipt. If we are not at fault, it is your responsibility to pay the return postage costs. Returns made after 30 days or soiled/used goods will not be eligible for a full refund or exchange. 

On receipt of the returned items and subject to the items being in an unused, unsoiled, good condition, and in original packaging, an exchange item will be sent out, or refund issued. 

Please note when returning items it is the customer's responsibility to ensure goods are repackaged in such a way as to ensure their safe receipt.

Goods must be unworn, unused, unsoiled, undamaged and in original packaging with tags still attached.

Please note any additional postage costs selected at time or original purchase, such as 1st Class or Special Delivery service will not be refunded. Only the cost for the standard delivery service will be refunded.

We strongly advise that you obtain proof of postage or use recorded or insured delivery, as we cannot compensate you for failure of delivery.

 

The following items CANNOT be return for Safety or Health reasons:

Food items, including supplements
Riding Hats
Personalised items

 

Damaged, Faulty or Missing Goods

If you have a query regarding your order you must contact us within 7 days of receipt, unfortunately after this time we are unable to rectify any issues.

Should you receive faulty goods, please notify us immediately. Items may need to be returned for our inspection, or for return to our suppliers for inspection. The customer is responsible for the return postage of the item, but this cost will be reimbursed upon receipt of the item to Bianco Equestrian. We will reimburse your postage costs at the standard rate. We do not give refunds on damaged goods not notified to us within 7 days of receipt.

If you are sending a faulty item back to us, please enclose a covering note with your full contact details (including a daytime contact telephone number), the problem with the item and whether you wish to receive an exchange or a refund.

If you are returning an item to us that is faulty and has been used, please remember that to maintain a hygienic environment for our team, we cannot inspect any faulty or returned products unless they are clean and dry. We may then either replace the goods, or issue a full refund.

Faulty items sometimes may need to be returned to the manufacturer for inspection and this may take a few weeks for their response, please allow additional time for processing.


 

Lost Items

Thankfully it is very rare that a parcel is lost in transit and Royal Mail do not class a parcel as lost in transit until 15 workings days have passed from the expected due date. We will do our best to locate a late or missing parcel with the courier, and ask for your patience whilst investigating, before a replacement can be sent out.