Return Process

Please read and follow the step by step guide below.

We hope you love your new Ice Equestrian product/s as much as we loved creating them for you. If your recent purchase with us didn’t work out we accept returns up to 28 days from the date of the purchase, however you must email us no later than the 14th day of receiving your online purchase. If you believe you have received a faulty or wrong product please contact our customer service so we can resolve this immediately for you. A wrong or faulty product must be reported within 2 days of receiving the order.

This product description outlines the return policy for our merchandise. In order to initiate a return, customers are required to notify us via email within 14 days from the date they received their purchase. This timeframe allows ample opportunity for customers to assess the product and decide if it meets their expectations. However, it is important to note that after the 14-day period has elapsed, returns will no longer be eligible. We encourage customers to promptly contact us via email to initiate the return process and ensure a smooth and efficient experience

Ensure a hassle-free return process with our convenient returns form.

Once you have carefully reviewed our terms and conditions policy and contacted our customer support team via email, you will be able to access and print the returns form. This form is crucial in facilitating a smooth return experience, as it allows us to efficiently process your request.

It is of utmost importance to accurately fill out all the required details on the returns form in the My Account area. By providing correct information such as your order number, contact details, and reason for return, you enable us to swiftly address your concerns and initiate the necessary actions. Neglecting to fill out the form correctly may result in unnecessary delays in processing your return request.

We understand the value of your time and strive to make the returns process as seamless as possible. By adhering to our guidelines and ensuring the returns form is completed accurately, you can help us expedite the return process and ensure a prompt resolution to any issues you may have encountered. Rest assured, our dedicated team is committed to providing exceptional customer service and resolving any concerns you may have regarding your purchase.

To ensure that your return is processed quickly and efficiently, we ask that you carefully pack your item in the original packaging and outer box. This will help to protect the item during transit and ensure that it arrives back to us in the same condition that it was sent.

In addition to the packaging, we ask that you include the filled out returns form inside the box along with your invoice. If you no longer have your invoice, don’t worry, you can simply include a note with your name and order number. This will help us to quickly identify your return and process it accordingly.

For UK mainland customers, we offer a convenient returns process. Once you request a return, we will provide you with a returns postage label via email. This label allows you to either take the parcel to a post office or arrange for it to be collected from your location, making the process hassle-free and seamless. Please note that the fee for this service will be deducted from your refund and will be equivalent to the courier price you paid when placing the order.

If you are an EU or International customer and have chosen FedEx or DHL shipping for your order, we have got you covered as well. Just like our UK customers, we will provide you with a returns label via email. This label ensures that you can easily return the item to us. The return postage cost will be deducted from your refund, and it is usually the same as the original postage cost for your order. This ensures that you are not burdened with any extra expenses. However, if you have chosen International Worldwide shipping, you have the flexibility to choose your own courier service from your own destination. This allows you to have control over the return process and select a courier that suits your preferences.

Once you have sent your return back to us, please allow up to 3 business working days for our team to inspect it thoroughly. During this time, our dedicated instore returns team will carefully examine the returned item to ensure it meets our quality standards and is in the same condition as when it was purchased. We understand the importance of a prompt resolution, and we strive to complete the inspection process as quickly as possible.

After the inspection of your return is complete, we will promptly notify you via email. This email will provide you with detailed information regarding the outcome of the inspection, including whether your return has been approved or if any issues were identified. Our goal is to keep you informed every step of the way, ensuring transparency and clarity throughout the return process.

Rest assured that our team is committed to providing a seamless and efficient return experience for our valued customers. We understand that returning a product can be a hassle, and we aim to make the process as hassle-free as possible. Should you have any questions or concerns regarding your return, please do not hesitate to reach out to our customer support team, who will be more than happy to assist you.

If you are eligible for a refund, it will be returned to you using the same payment method you used when purchasing the product/s. We will inform you about the refund through email once it has been issued. Please note that it may take up to 5 business working days for the refund to be processed after the inspection, although we strive to complete this process as promptly as we can for your convenience.

If you believe you have received a wrong, faulty, or damaged product with your online order, we sincerely apologize for any inconvenience caused and assure you that we will do our best to rectify the situation promptly for you. To ensure a quick resolution, please inform us via email within 2 days of receiving your purchase. By doing so, we will be able to promptly rectify the issue for you. Please note that failing to notify us within this time period will imply your acceptance of the product.

After 14 days of receiving your purchase if we have not been informed via email
If the product/s have been used, worn, washed or dirty
If the product tags have been removed
If the product/s are not returned in the original packaging
If any products are damaged
If you have purchased an item on sale
If the products do not arrive to Ice Equestrian by the 28th day of purchase
We do not accept any stone falling out of any decorative items as a faulty product or for a refund or exchange

RETURNS CONDITIONS

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 item/s returned to us in the original condition and not used or damaged within 28 days of the date of purchase, however you do need to contact us to le us know that you want to return the goods within 14 days of the date starting when the goods arrived to you.

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 reserves 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 any damage or dirt.

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. If the return is accepted 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 sale items.

Any return product from the mainland UK will be sent an email with a return postage label. Outside UK mainland and International it is up to the customer to send the return back.

Any product/s which you think has been delivered to you faulty or damaged should be notified to Ice Equestrian within 48 hours upon receiving the product/s. If you use the product it will be considered as you accepting the product/s. All products being returned to Ice Equestrian must be in unused and clean condition with all tags still attached to the product/s and in the original packaging (including the outer box for non garment items)

We do try to ensure that your order is correct but we do know that mistakes may happen. If you have any problems at all with your order you may call us on 0800 772 0081 or email us at so that we can deal with this straight away for you. If you do not start a return by the 14th day upon receiving the product/s we will not be able to accept a return. If we do not receive the item by the 28th day after purchase the return will be declined. Returns will not be accepted if the provided returns form has not been filled out and put into your return parcel.

Return Address:

Ice Equestrian Ltd Unit 1a, Ferniehirst Farmhouse, Stow, Galashiels, UK, TD12SP