At Just Horse Rider, we are dedicated to ensuring your complete satisfaction with every purchase, just as we are committed to crafting your perfect equestrian experience. We understand that finding the right fit, style, or product for you and your horse is paramount. If for any reason your purchase isn’t quite right, our straightforward and rider-focused returns process is here to help.

We cater to a global community of riders—from dedicated competitors to passionate leisure riders and families. Our returns policy is designed with the same care, transparency, and attention to detail that defines our entire service, from selecting your perfect bridle to ensuring a secure checkout.

Our Returns & Exchanges Promise

  • Return Window: You have 15 days from the date you receive your item to initiate a return or exchange.
  • Condition: Items must be returned in their original, unworn, unwashed, and saleable condition, with all tags and original packaging intact.
  • Proof of Purchase: A valid order number or receipt is required.

Step-by-Step Return & Exchange Process

  1. Initiate Your Request: Within 15 days of delivery, please contact our rider-led customer service team at [email protected]. Use the template below to ensure we have all necessary details.
  2. Receive Instructions: We will email you a Return Merchandise Authorisation (RMA) number and detailed instructions on where to send your package. Returns sent without an RMA number cannot be processed.
  3. Pack & Ship: Securely pack the item(s) with the original packaging and include a copy of your order confirmation. Ship the package to the address provided. We recommend using a trackable service for your peace of mind.
  4. Inspection & Processing: Once received at our warehouse, our team will inspect the item(s). We will notify you via email upon completion.

Refunds & Reimbursements

  • Timing: Refunds will be processed to your original payment method within 5-10 business days after we receive and approve the return.
  • Method: Funds will be returned via the original payment method used (Visa, MasterCard, JCB, or PayPal).
  • Shipping Costs: Original shipping fees are non-refundable. For exchanges, we will cover the cost of re-shipping the new item to you.
  • International Customers: For orders shipped outside the UK/EEA, please note that any import duties or taxes incurred on the original shipment are your responsibility and are non-refundable.

Important Exceptions & Non-Returnable Items

To ensure the health, safety, and integrity of our products for our entire community, the following items cannot be returned or exchanged unless faulty:

  • Horse Supplements & Care Products: For health, safety, and hygiene reasons, all opened or used supplements, lotions, balms, and care items are final sale.
  • Personalised or Made-to-Order Items: Any products that have been customised (e.g., monogrammed items, specially ordered bridles or reins) cannot be returned.
  • Intimate Apparel: For hygiene reasons, riding tights, breeches, and jodhpurs must have the original hygiene seal intact to be eligible for return.
Faulty or Incorrect Items: If you receive a defective item or an item different from what you ordered, please contact us immediately at [email protected]. We will arrange a prepaid return label and expedite a replacement or full refund at no cost to you.

Return Request Email Template

To expedite your request, please copy and paste the template below into an email to [email protected].

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Just Horse Rider Team, I would like to request a return/exchange for an item from my recent order. Order Number: [Please insert your order number] Name: [Your Full Name] Email Address: [The email used on the order] Item(s) for Return/Exchange: – Product Name: [e.g., LeMieux Breeches, Size 32R] – SKU/Product Code: [If available] – Reason for Return/Exchange: [e.g., Incorrect size, Changed mind] I confirm that the item(s) are in original, unworn, unwashed condition with all tags and packaging intact. Please advise the next steps and provide the return address and RMA number. Thank you, [Your Name]

Contact Us

For any questions regarding returns, exchanges, or our policy, our dedicated team is here to assist you.

Just Horse Rider Customer Service
Email: [email protected]
Postal Address: 43 Waterloo Pl, Londonderry, GB CH8P 3BT
We are committed to working with you to obtain a fair and swift resolution.
Just Horse Rider – For the love of the ride.