Cancellations & Return Policy
We hope you love your new Ice Equestrian product(s) just as much as we loved creating them for you. We do understand however that sometimes things don’t go to plan. If you change your mind we will refund the items returned to us in the original condition and not damaged or used within 28 days of the date of purchase, however you do need to contact us to let us know that you want to return the goods within 14 days of the date starting when the goods arrived to you.
Customers have the right to cancel under the Consumer Contract Regulations in addition to our Returns Policy.
Refunds within the statutory period are made in line with the Consumer Contract Regulations.
Ice Equestrian reserves the right to accept or reject refunds where the product is not in a selling condition. If you receive a product in a gift box Ice Equestrian reserve the right to deduct a £10.00 fee if the item(s) have not been sent back in the original boxes or if the gift boxes have been damaged.
Refunds for the product(s) will be paid to the customer after the return arriving to Ice Equestrian and a finished inspection has been completed. We will reimburse the same way of which the purchase was made. It can take up to 7 working days to initiate a refund, however we do try to do this as quickly as possible. Ice Equestrian do not accept returns on any sale items.
Any product which you think has been delivered to you incorrect, faulty or damaged should be notified to Ice Equestrian within 48 hours of receiving the product. If you use the product it will be considered as you accepting the product(s).
Please note we do not accept any stone falling from our browbands or other products as a fault or being defective and are not eligible for any refunds or exchanges. Browbands are a decorative item only. If you know how to care for your browband(s) correctly, they will last a long time. Please click here on How To Care For Your Browband.
All products being returned to Ice Equestrian must be in unused and in the same condition they were sent out to you with all tags still attached to the products and in the original packaging. Your return form needs to be put inside your parcel, otherwise your return will be declined. You will find the return form at the bottom of this page.
It is the customers responsibility for the return postage costs. You will be responsible for the shipping and any associated cost and risk of the return of the goods back to us. Please make sure you keep your receipt as Proof Of Postage/Return until you have been issued a refund.
If the return parcel gets lost in the post on the way to Ice Equestrian, it is the customers responsibility to claim the courier service provider for the product. You can obtain a proof of postage with a tracking option with the courier you send the parcel with. We do not take responsibility if your parcel gets lost in transit on your return.
If returning a product from outside the UK any duties and costs which may occur on your order will be deducted from your refund.
If you do not start a return before or by the 14th day of receiving the product you will not be eligible to start a return. If we do not receive the return by the 28th day after purchase the return will be declined. If a product is sent back without a confirmation email within 14 days of receiving the product to Ice Equestrian we reserve the right to decline the return.
You can login to your account here to print your return form out.