At Tack Shop, we understand that finding the perfect fit for both you and your equine partner is essential. Just as we carefully curate our collection of premium equestrian gear and inspiring children’s products, we want your shopping experience to be secure, simple, and reliable—even if an item doesn’t quite meet your expectations. This policy outlines our straightforward process for returns and exchanges.

Our Commitment to You

We serve a global community of dedicated riders and families. Whether you’re perfecting your dressage test or nurturing a child’s first equestrian dream, we are committed to handling your requests with the same care, respect, and attention to detail that defines everything we do.

Returns & Exchanges Overview

  • Return Window: 15 days from the date you receive your order.
  • Condition: Items must be unused, in their original packaging, with all tags and labels attached.
  • Process: Follow the steps below to initiate a return or exchange.

Step-by-Step Return & Exchange Process

1 Initiate Your Request

Within 15 days of delivery, please contact our customer care team at [email protected] with your order number and details about the item(s) you wish to return or exchange. You can use the template below to ensure we have all the necessary information.

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Tack Shop Team, I would like to request a [return/exchange] for my recent order. Order Number: [Please insert your order number] Item(s) for Return/Exchange: [Please list the product name(s) and quantity] Reason for Return/Exchange: [e.g., incorrect size, product not as expected, etc.] Please advise on the next steps and provide the return shipping address and any required documentation. Thank you, [Your Full Name] [Your Email Address] [Your Contact Number – Optional]

2 Receive Instructions & Return Authorization

Our team will respond within 1-2 business days with:

  • A Return Merchandise Authorization (RMA) number.
  • The return shipping address (41 Park Rd, Peterborough, GB PE2U 2AW).
  • Any specific packaging instructions.

3 Ship Your Return

Please securely package the item(s) in their original packaging, include the RMA number clearly on the outside of the package, and ship it to the provided address. We recommend using a tracked and insured service, as you are responsible for the return shipping costs unless the return is due to our error (e.g., wrong item shipped).

4 Inspection & Processing

Once we receive your return, our team will inspect the item(s) to ensure they meet our return conditions. This process typically takes 3-5 business days.

Refund Timeline & Method

  • Timeline: Upon approval of your return, your refund will be processed within 5-10 business days.
  • Method: The refund will be issued back to the original payment method used during purchase (Visa, MasterCard, JCB, or PayPal). The time it appears in your account depends on your financial institution’s processing times.
  • Exchanges: For exchanges, once the return is approved, we will ship the replacement item. If the new item is of higher value, we will invoice you for the difference. If it is of lower value, we will refund the difference.

Important Note on Non-Returnable Items

To ensure the health, safety, and hygiene of our entire community, the following items from our range cannot be returned or exchanged unless they are faulty or we have made an error:

  • Body Protectors & Children Body Protectors: Due to their sensitive safety nature and hygiene considerations.
  • Brushes & Grooming Kits: For obvious hygiene reasons.
  • Clippers and Oils: Intimate grooming equipment cannot be resold once opened.
  • Children’s Toys: Plush and soft toys cannot be returned for hygiene and safety reasons.
  • Personalised or Made-to-Order Competition Accessories: Items that have been customised specifically for you.

If you receive any of these items in a faulty condition, please contact us immediately at [email protected], and we will resolve the issue promptly.

Frequently Asked Questions

What if my item arrives damaged or faulty?

Please contact us immediately with photos of the damaged item and packaging. We will arrange a replacement or refund at no extra cost to you, including covering return shipping.

Who pays for return shipping?

For change-of-mind returns, the customer is responsible for the return shipping costs. For returns due to our error or faulty items, we will provide a prepaid return label or reimburse your reasonable shipping costs.

Can I exchange an item for a different size or colour?

Absolutely, provided the new item is in stock. Please indicate your desired size/colour in your initial request email.

Need Help? We’re Here for You.

Our friendly, knowledgeable team—fellow riders and parents—is always ready to assist. Don’t hesitate to reach out.

Email: [email protected]
Postal Address: 41 Park Rd, Peterborough, GB PE2U 2AW

We aim to respond to all inquiries within 1-2 business days.