Returns and Exchanges
RETURNS FAQ
Your shopping experience here at Vortex Equestrian is very important to us, and we want to ensure that your happy with both the items you’ve purchased and our service.
This means you can buy with confidence knowing that if you are unhappy with the item you’ve purchased we will refund or exchange it providing it is returned as new and unworn and within our returns period detailed below.
Yes, Items purchased within the last 14 days are eligible for return.
Items must be in new and unworn condition with any original tags intact and buckles unmarked and unfastened.
If the bridle has been used or tried on your horse with the buckles used, you will be unable to return the product in question.
Sale / Discounted Items or products purchased from the Outlet section of our website are non returnable / refundable. This does not affect statutory rights
For health & hygine reasons any bits purchased are non returnable / refundable. This does not affect statutory rights
If you are not completely happy with any product that you have ordered from us, you may return it to us in its original condition any time within 14 calendar days from the date of delivery. Please refer to the product details for any exclusions.
Our returns address is:
Vortex Equestrian, 1 Antrobus Court, Hollins Lane, Antrobus, Cheshire, CW9 6NL
We endevour to process returns as quickly as possible but in some instances they may take up to 7 working days to be processed.
Once your return is actioned we will send you a returns confirmation email and your refund will be processed at that point. You can expect to see the refund in your account within 72 hours from then.
We ask that you retain your proof of postage from the post office until you have received confirmation of the return being processed.
You will receive a full refund of the price paid for the products, but you will not receive a refund of the original delivery charges or cost of returning the products to us (unless the products were faulty).
In the rare and unfortunate event of an item being faulty, please contact our customer service team at hello@vortexequestrian.com who will be able to assist in finding a quick resolution.
The customer is responsible for the cost of the return. We recommend using a tracked or signed service and keep your receipt as this is your proof of postage.
Original shipping charges are non-refundable
Credit Note Terms and Conditions:
These terms and conditions govern the use of the credit note issued by Vortex Equestrian Ltd (“Issuer”) and must be adhered to by the recipient (“Customer”). By using the credit note, the Customer agrees to comply with the following:
Validity Period:
The credit note is valid for a period of 60 days from the date of issue.
Any unused balance after the expiry date will be forfeited and cannot be redeemed or extended.
Usage Limitations:
The credit note can only be used for the purchase of goods or services from Vortex Equestrian.
It cannot be exchanged for cash, transferred, or sold to third parties.
Non-Refundable Nature:
Items purchased with the credit note are not eligible for a monetary refund.
In the event of a return or exchange, the value will be credited back to the Customer’s account for future purchases, within the original validity period.
Lost or Stolen Credit Notes:
Vortex Equestrian Ltd is not responsible for lost or stolen credit notes, treat the credit note like cash, as it will not be replaced if lost or stolen.
Alterations and Amendments:
Vortex Equestrian reserves the right to alter or amend these terms and conditions without prior notice.
Any changes will be effective immediately upon publication on [Your Company Website] or through other communication channels.
RETURNS & REFUND POLICY
This returns policy does not affect your statutory rights. Please ensure you return the goods in their original condition within 14 working days of them arriving with you. The returned goods are your responsibility until they are delivered to our returns department. For your protection, we recommend you use a tracked or recorded postage service that insures the value of the goods you are returning. The cost of return postage is at your expense, unless the products are faulty or incorrect.
