Delivery and Returns
Shipping & Delivery
We charge £5.99 for UK mainland standard delivery (up to 30kg)
Your parcel will be sent either by Royal Mail or via our standard Courier Service, therefore we endeavour that all deliveries will be fulfilled between 3-5 working days. A signature will be required on all deliveries. If you ask us to leave a parcel somewhere, we cannot be held responsible for losses. There may be the odd occasion that due to high demand, adverse weather and other such issues, deliveries may take longer than this. On such occasions, our customer care team will contact you to notify you of any delays applicable to your order.
An express Courier Service is available to UK Mainland addresses at a cost of £9.99 (up to 30kg). This means you will receive the item the next working day (Mon-Fri) after we despatch it.
We aim to despatch most orders within 24hrs of the time you place your order but sometimes this can take longer. We do not despatch on Saturday and Sundays, neither does our courier make weekend deliveries.
NOTE - If you wish to collect your order from YO13 9AJ, please either telephone (01723 859996 or 07968 903265) or email us the items you wish to purchase, and we can then arrange a suitable time for collection.
Our postage rates are calculated using the following zones
Zone 1 - UK Mainland £5.99
Zone 2 - £13.95
The Highlands and Islands of Scotland - postcodes IV, HS, KA27-28, KW, PA20-49, PA60-78, PH17- 26, PH30-44, PH49-50, ZE.
Zone 3 - £15.95
Northern Ireland, Isle of Man and Isles of Scilly -postcodes BT, IM, TR21-25.
England, Wales, Scotland excluding Highlands & Islands.
The zone is made up of all postcodes not mentioned in zones 2 and 3.
Scotland Highlands & Islands
Postcodes: IV, HS, KA27-28, KW, PA20-49, PA60-78, PH17-26, PH30-44, PH49-50, ZE.
Northern Ireland, Isle of Man, Isles of Scilly
Postcodes: BT, IM, TR21-25.
NOTE - IF YOU LIVE OUTSIDE OF THE UK AND WISH TO MAKE A PURCHASE, PLEASE CONTACT US IN ORDER THAT WE CAN ARRANGE A COURIER QUOTATION SPECIFIC TO YOUR LOCATION.
Refund and Returns Information
We hope that you are pleased with your purchase from premierequestrian.co.uk. however, we understand that sometimes there will be reasons why you wish to return your goods.
When buying from Premier Equestrian as a consumer you are covered under the Distance Selling Regulations which means you can cancel your order and return the goods to us at your cost within 14 days (of the date they arrive with you) for a full refund or exchange. Products returned to us must be unused, have not been opened and must remain in their original packaging with all labels attached. If you are returning an item that has been in contact with your horse (or dog), it must be completely clean of hair/grease/dust/mud and remain in brand new condition. In the unlikely event of a product being returned to us which does not meet the above (for whatever reason) and we have to clean it, we reserve the right to return it to you and/or refuse the refund.
Please note that there are certain items however where returns will not be accepted, we do not offer exchanges or refunds on: Used Horse Bits, Horse Riding Hats/Skulls, Underwear or Earrings for personal hygiene reasons, and, *Personalised/Bespoke garments/items made to your specific requirement.
*Products subject to this policy are clearly marked in the description as being bespoke and therefore not subject to refund or exchange. Should you be unsure as to whether this is the case for a particular product please contact us to verify before purchase on either - firstname.lastname@example.org or call 01723 859996.
Premier Equestrian do not accept returns of any Feed related items such as Supplements and treats. Please also note that orders for 5kg Global Herbs Supplement are "special orders" and cannot be refunded once ordered. Orders for supplements in sizes 5kg and above may take an extra 24hrs for delivery.
Sale Items can be returned within 14 days of receipt, but only for exchange or credit note.
Please note that riding hats and skulls are sold on the specific understanding that they are non returnable. These safety items work on the principle of one save and then discard. Once a riding hat leaves our care we are unable to have the absolute assurance they have not been used and involved in an accident. For that reason we hope you will understand our rule. Please take extra care when ordering these items to ensure you order the correct size as returns will not be accepted for any reason. This does not affect your statutory rights.
Return of Non-Defective Goods
Providing the products are unused and sealed in their original packaging, you can arrange to return them to us for a refund or exchange. Goods must be returned within 14 days of you receiving them to make them eligible for a refund or exchange. Please be aware that you are responsible for the return postage costs, insurance of goods and obtaining proof of postage. Goods received outside of this time bracket will not be eligible for a refund or exchange. Please note, in instances that free postage has been applied to an order, Premier Equestrian reserve the right to deduct the actual cost of carriage from the refund amount.
To arrange a return/refund you should contact us by email or telephone and quote the order number supplied to you. You will be given a returns number which must be quoted when you return the goods to us.
You are responsible for the cost and risk of loss or damage when returning the goods, so you should take out enough postal insurance to cover their value. This returns policy does not affect your rights when we are at fault - for example, if goods are faulty or described incorrectly.
You have a legal obligation to take reasonable care of any goods whilst they are in your possession.
With respect, please note that items returned for refund/exchange should be in a saleable condition as detailed below:
• Unused and Unopened where a seal is present
• Returned along with original undamaged packaging with all labels attached
• Unsoiled - Dirt or horse hair on a rug that arrives back with us cannot be sold as brand new, as is the case with dirt/mud on the soles of a pair of boots
• Undamaged e.g. Scratches on leather products such as bridles, girths and boots caused from being fitted and size being checked
In the case of returns of non-defective goods, if the goods returned are not in fully resalable condition or the packaging is damaged, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights.
In the interest of hygiene, we will not handle used, dirty or worn goods; these will be stored for a period of 30 days giving you time to arrange for them to be collected. After this period, if goods have not been collected, they will be disposed of.
If your goods have been damaged in transit, are defective, incorrectly advertised or not what you ordered
If you claim that the goods are defective, or not in accordance with their description, we will examine the returned goods and will notify you of your refund by either post, telephone or email within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case within 30 days of the day we confirmed to you that you were entitled to a refund for the defective goods. Goods returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the item to you (provided the full order is returned to us) and the cost incurred by you in returning the item to us. If you wish to exchange the goods, please telephone us on 01723 859996 within 3 days of receipt of the goods to receive instructions on how to return the goods for replacement.
When will I get my refund
Once we receive the returned products, we will examine the goods within 2 working days to ensure they are covered under our returns policy. Once the condition has been assessed, a refund will be processed back to the credit or debit card you used to make the original purchase. We cannot refund a card/account which has not been used to make the original purchase. Your refund will be paid as soon as possible, but within 30 days of your original order date.
If you want to exchange the product
Please contact us within 14 days of receiving your item to obtain a returns number, and then return your items with a copy of your original invoice stating what items you would like to exchange. Clearly state the size and colour requirements for your new order. Please note, all exchange orders accumulate a carriage charge of £5.99 for delivery to UK Mainland which must be paid by the customer before your replacement is shipped. Our accounts team will generate a new invoice which will be sent to you via email; once payment is received, your order will be released for delivery within 2-5 working days.
Please send returns to the following address: Premier Equestrian, 74/75 High Street, Snainton. Scarborough, North Yorkshire, YO13 9AJ.