Returns & Exchanges Information

Below you can find more information on the returns and exchanges policy.

For further detail you can reach our customer service at info@aztecdiamondequestrian.com

Returns Checklist:

1. The item is free from any marks and the tags are still attached.

2. The item was not purchased longer than 28 days ago.

3. The product can be returned in line with our returns and exchanges policy.

4. The customer is responsible for the cost of the return, however if exchanging, we will re-ship free of charge.

5. Include your order slip in your return parcel. If you have misplaced this, please include a note with your order number and name.

6. If you are returning from the EU, any duties that have incurred on your order will be deducted from your refund. Please add a comment to the outside of your parcel before returning that states 'Taxes and Duties are paid'.

7. Ensure no items you have ordered have been personalised, as these items will not be eligible for a refund or exchange.

Although we do not offer a pre-paid returns service, if you do select to exchange a product, we will re-ship it to you free of charge!

SUBMIT RETURN

Returns & Exchange Policy

Purchase made in the last 28 days

Items purchased within the last 28 days are eligible for return.
Items must have all tags attached.
Items must be unworn and unwashed with original tags intact.
The customer is responsible for the cost of the return.
Refunds will be processed within 7-10 days of receiving a return.
Return costs are non-refundable.
We recommend using a tracked or signed service and keep your receipt as this is your proof of postage.
If horse wear has been used or tried on your horse, you will be unable to return the product in question.
Please note, for hygiene reasons head wear, socks and all our underwear items are non-returnable for a refund or an exchange. Please double check sizing before purchasing or contact our team. Contact details can be found on our ‘Contact Us’ page.
Please note our bodysuits must be tried on while wearing underwear and returns will not be accepted if the hygiene strip has been removed.
Please note, our gift vouchers are also non-refundable.
Personalised items are not eligible for a refund or exchange.
If you are returning from the EU, any duties that have incurred on your order will be deducted from your refund.
Items purchased more than 28 days ago are not eligible for return.

Faulty & Incorrect Items

Please follow the normal returns process if you believe you have received a faulty or damaged item and select ‘Faulty/Damaged’ as the reason. You will need to upload a photo of the issue for our returns department to analyse, once accepted you will receive confirmation via email, you can then proceed to package items up and return to us as normal.

Please note refunds are only eligible within 28 days of receipt. Your item must be deemed faulty within 90 days at the discretion of Aztec Diamond Equestrian Ltd. We are happy to offer a credit note or exchange for the faulty or incorrect item within this time frame. Please be aware that any general wear and tear will not be deemed as a fault.

If you have ordered a personalised item from us and the item arrives incorrect, you must contact our customer service team to let them know within 7 days. You must be able to provide proof from your order confirmation that the fault lies with AD, and not the purchaser.

Returns Address

UK RETURNS ADDRESS

ADE

Unit 39

Number One Industrial Estate

Consett

County Durham

DH8 6TW

United Kingdom

INTERNATIONAL RETURNS ADDRESS

ALL TAX AND DUTY PAID, UK RETURN, NO COMMERCIAL VALUE

ADE