If the products are defective, incorrect or damaged on delivery we will either
reimburse your reasonable costs of return to a maximum of £6.50 or arrange
collection at your convenience, and (at your option) replace the products
(where the same or equivalent products are available) or refund you for the
price paid including the delivery charges of any such products provided that
the products are complete and in "as delivered" condition as supplied
in the original packaging. We recommend that returns are sent via myHermes.com – myHermes will collect the
parcel from you and deliver straight to us. If you would like us to arrange
collection please see our “Collect My Items” Section.
You have a legal obligation to take reasonable care of the products
while they are in your possession. If you fail to comply with this obligation,
we may have a right of action against you for compensation.
If you are not completely happy with the purchase you have made, for any
reason at all, then you may return the product(s) within 28 days of receiving
the products for a full refund of the price of the product(s). To qualify for a
refund, the product must be returned within 28 days of you receiving the product(s)
and in its original condition. Please return the product(s) with the original
packaging we used to send it to you to ensure that the product(s) is not
damaged during transit.
If you would like to return the product(s) yourself you can take them to
our store. You will only be able to return products to our store provided that
you have complied with all provisions of these Terms and Conditions. Please
ensure that you take with you to the store a copy of your original Delivery
Note and the actual payment card used to purchase the products.
Where an exchange is required as you ordered the wrong size, colour etc.
or simply want an alternative product, there will be an additional postage
charge to cover the costs of sending the goods to you. Similarly, where the
goods are returned to us as undelivered by your postal service, and we agree to
re-send them to you, you will have to pay the additional postage costs. Please
note we will not send any exchanges until the original order has been returned
If you fail to return packaging which is an integral part of the overall
product (for example branded packaging on high value items) then you will not
have returned all of the goods, and we reserve the right to recover the cost of
replacement from you and where there is evidence of dishonesty, to refer the
matter to the police.
Where goods are returned in a damaged, worn or dirty condition, which
indicates that they have been worn or used after you have had a reasonable
chance to inspect them on receipt, we will consider you to be in breach of your
legal duty to take reasonable care of the goods and reserve the right to
recover appropriate sums from you.
Under no circumstances will goods be accepted for return that have been
made specifically to a customer's requirements, design or measurements.
Where you return items to us which are not the goods which we dispatched
to you, you will not have returned the goods, and accordingly will be deemed to
have accepted the original goods which we sent you. We will notify the police
where there is any attempt at fraud or dishonesty (for example where lower
value items are returned), and will actively pursue all such cases through the
courts. We will also actively fight any fraudulent claim-backs made through
your credit card company.
If you do not comply with your obligations above, we may make a
reasonable charge to cover any costs that we incur (for example in respect of
wasted collection journeys or for goods that you have wrongly used, damaged,
dirtied, or lost.)
Returning goods from outside
All refunds will be made within 30 working days either:
have not yet been delivered to you and we confirm in writing to you that your
order has been cancelled; or
Where products have been delivered to you and there has been a return of the products
© 2019 Equine Essentials Direct, Denham Green Lane, Denham, Middlesex, UB9 5LQ. All rights reserved.