Returns and Exchanges

Customer satisfaction is our goal at Premier Equine, we strive to provide you with the high level of quality you have come to expect. If, however, you are not completely satisfied with an item purchased from www.premierequine.co.uk you may return it to us within 14 days of receiving your order for either an exchange* or a refund. 

We endeavour to process your return within 24 to 48 hours of receipt; however, this is not guaranteed. It will be no more than 5 working days from receipt in exceptionally busy periods. Returned goods are your responsibility until they are received by us, we strongly recommend you obtain proof of postage and use a trackable service. Please ensure the goods are packaged sufficiently and that they cannot be damaged during transit to us.

*UK mainland customers may return items to us for an exchange or refund.

Islands off UK Mainland (Northern Ireland, Isle of Man, Channel Islands, Shetland Islands, Orkney Islands etc.), European and International customers may return items for a refund only.

 

Refunds

Refunds will be made for any items returned (at the customer's expense) which are in a resaleable condition, undamaged, in original packaging and unused within 14 days of receiving the order.

We reserve the right to make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you, i.e., if the item is dirty or damaged and not fully resaleable. The percentage of the value withheld from the refund will be determined by us dependent upon the degree of damage or dirt. We will offer to return the item to you or withhold this value from the refund.

If a promotional voucher has been used against the goods returned that will reduce the remainder of the order value to less than £50, the £10 voucher will be deducted from the refunded amount. Any free products supplied as part of the product purchase must be returned with the product, otherwise we may deduct the full list price of the missing items from any refund. Refunds will be made back to the original method of payment.

We offer a Return to Shop service for UK mainland customers (subject to postcode). Please book this through our DPD Return to Shop portal here.

There is nothing to pay at the point of booking. £6.50 per 20kg parcel will be deducted from your refunded amount when using the Return to Shop service. 

EXCLUDED POSTCODES FOR THE RETURN TO SHOP SERVICE
Prefix
Suffix
Area

Prefix
Suffix
Area
AB
36-38
55-56
Northern Highlands

KA
27-28
Arran
BT
All
Northern Ireland

KW
1-14
Northern Highlands
FK
17-21
Northern Highlands

KW
15-17
Orkney Shetland
GY
All
Guernsey

PA
20-80
Oban
HS
All
Northern Highlands

PH
19-50
Northern Highlands
IM
All
Isle of Man

TR
21-25
Cornwall
IV
4-14
16-28
Northern Highlands

ZE
All
Orkney Shetland
IV
31-32
40-99
Northern Highlands

Eire (ZZ)
All
Eire (Republic of Ireland)
JE
All
Jersey





We offer a returns collection service from the customer's address for £10 per 30kg box payable at the time of booking for customers on the UK mainland (subject to postcode), please call 01469 532279 to book a collection.

EXCLUDED POSTCODES FOR THE COLLECTION SERVICE
Prefix
Suffix
Area

Prefix
Suffix
Area
AB
All
Northern Highlands

KW
1-14
Northern Highlands
BT
All
Northern Ireland

KW
15-17
Orkney Shetland
DD
All
Dundee

KY
All
Kirkcaldy
FK
17-21
Northern Highlands

PA
All
Oban
G
63
83-84
Glasgow

PH
All
Northern Highlands
HS
All
Northern Highlands

PO
30-41
Portsmouth
IM
All
Isle of Man

TD
15
Scottish Boarders
IV
All
Northern Highlands

TR
21-25
Cornwall
KA
All
Arran

ZE
All
Orkney Shetland


Exchanges

UK Mainland customers can return items for an exchange or refund.
Islands off UK Mainland (Northern Ireland, Isle of Man, Channel Islands, Shetland Islands, Orkney Islands etc.), European and International customers may return items for a refund only.

Exchanges will be made for any items returned (at the customer's expense) which are in a resaleable condition, undamaged, in original packaging and unused within 14 days of receiving the order.

Postage and packaging is free on UK mainland for exchanges to be sent out.

Any exchanges or replacements will be delivered to the delivery address on the original invoice unless stated otherwise on the returns form.

Please note if you are exchanging a horse or pony rug with a detachable neck cover we must have the neck cover back as well as the rug. 

We offer a Return to Shop service for customers on the UK mainland (subject to postcode). Please click here to book your returns label.

Exchanges: free of charge when using the Return to Shop service.

Refunds: £6.50 per 20kg parcel will be deducted from your refunded amount when using the Return to Shop service.

EXCLUDED POSTCODES FOR THE RETURN TO SHOP SERVICE
Prefix
Suffix
Area

Prefix
Suffix
Area
AB
36-38
55-56
Northern Highlands

KA
27-28
Arran
BT
All
Northern Ireland

KW
1-14
Northern Highlands
FK
17-21
Northern Highlands

KW
15-17
Orkney Shetland
GY
All
Guernsey

PA
20-80
Oban
HS
All
Northern Highlands

PH
19-50
Northern Highlands
IM
All
Isle of Man

TR
21-25
Cornwall
IV
4-14
16-28
Northern Highlands

ZE
All
Orkney Shetland
IV
31-32
40-99
Northern Highlands

Eire (ZZ)
All
Eire (Republic of Ireland)
JE
All
Jersey





We offer a returns collection service from the customer's address for £10 per 30kg box payable at the time of booking for customers on the UK mainland (subject to postcode), please call 01469 532279 to book a collection.

EXCLUDED POSTCODES FOR THE COLLECTION SERVICE
Prefix
Suffix
Area

Prefix
Suffix
Area
AB
All
Northern Highlands

KW
1-14
Northern Highlands
BT
All
Northern Ireland

KW
15-17
Orkney Shetland
DD
All
Dundee

KY
All
Kirkcaldy
FK
17-21
Northern Highlands

PA
All
Oban
G
63
83-84
Glasgow

PH
All
Northern Highlands
HS
All
Northern Highlands

PO
30-41
Portsmouth
IM
All
Isle of Man

TD
15
Scottish Boarders
IV
All
Northern Highlands

TR
21-25
Cornwall
KA
All
Arran

ZE
All
Orkney Shetland


Returning Christmas Presents

We extend our usual limit for returns just for the festive season.

You can return any gift bought up to 14 working days after Christmas day.

Returning Horse Bits

Please note unless damaged or defective we cannot accept horse bits back for exchange or refund if they have been removed from the template card. This is for hygiene reasons. All products returned must be in a clean and dry condition in compliance with the Health & Safety Act. We reserve the right to delay or refuse to process items that arrive in unacceptable condition.

DPD Return to Shop Portal

We offer a Return to Shop service for customers on the UK mainland (subject to postcode). Please book this through our DPD Return to Shop portal here.

Exchanges: free of charge when using the Return to Shop service.

Refunds: £6.50 per 20kg parcel will be deducted from your refunded amount when using the Return to Shop service. 

EXCLUDED POSTCODES FOR THE RETURN TO SHOP SERVICE
Prefix
Suffix
Area

Prefix
Suffix
Area
AB
36-38
55-56
Northern Highlands

KA
27-28
Arran
BT
All
Northern Ireland

KW
1-14
Northern Highlands
FK
17-21
Northern Highlands

KW
15-17
Orkney Shetland
GY
All
Guernsey

PA
20-80
Oban
HS
All
Northern Highlands

PH
19-50
Northern Highlands
IM
All
Isle of Man

TR
21-25
Cornwall
IV
4-14
16-28
Northern Highlands

ZE
All
Orkney Shetland
IV
31-32
40-99
Northern Highlands

Eire (ZZ)
All
Eire (Republic of Ireland)
JE
All
Jersey




Collection from Address Service

We offer a returns collection service from the customer's address for £10 per 30kg box payable at the time of booking by card for customers on the UK mainland (subject to postcode), please call 01469 532279 to book a collection.

EXCLUDED POSTCODES FOR THE COLLECTION SERVICE
Prefix
Suffix
Area

Prefix
Suffix
Area
AB
All
Northern Highlands

KW
1-14
Northern Highlands
BT
All
Northern Ireland

KW
15-17
Orkney Shetland
DD
All
Dundee

KY
All
Kirkcaldy
FK
17-21
Northern Highlands

PA
All
Oban
G
63
83-84
Glasgow

PH
All
Northern Highlands
HS
All
Northern Highlands

PO
30-41
Portsmouth
IM
All
Isle of Man

TD
15
Scottish Boarders
IV
All
Northern Highlands

TR
21-25
Cornwall
KA
All
Arran

ZE
All
Orkney Shetland


Returning Goods via an Alternative Service

Alternatively, you can choose a postal option of your own choice (at the customer's expense), we strongly recommend you obtain proof of postage and use a trackable service. Please ensure the goods are packaged sufficiently and that they cannot be damaged during transit to us. 

Please return all goods for refunds or exchanges back to... Premier Equine International Ltd, Uplands, East Marsh Road, Goxhill, North Lincolnshire, DN19 7NQ


Guarantee

We offer a 1-year manufacturing guarantee on all items from the invoice date.

This covers any manufacturing issue that may be present in a product, it does not cover damage through use, excessive wear and general wear and tear.

Proof of purchase must be provided, we do not accept responsibility for products sold to a third party. Goods becoming damaged in your opinion through defective materials or poor workmanship should be returned for inspection immediately. Under no circumstances should items be continued to be used when damaged, as you will be deemed to have accepted the goods in their damaged condition. Accidental damage and general wear and tear are not covered. Postage fees will be reimbursed for justified damages. If you choose to use a returns postage service other than the one offered to you by Premier Equine, we will refund the return postage cost up to the value of £6.50 ONLY.

Products Sold Through Approved Retailers

Products sold that are deemed to be faulty must be returned to the retailer who originally sold the product. The retailer will then follow the terms of our trading agreement.

Click here to see full Terms & Conditions.

Complaints

To register a complaint please email sales@premierequine.co.uk or call our customer services team on 01469 532279.

Information

Phone Number & Opening Hours

You can call us on +44 (0)1469 532279

Mon to Fri 8:00am - 5:30pm
Closed Weekends
Closed Bank Holidays

Address

Premier Equine Int. Ltd.
Uplands
East Marsh Road
Goxhill
North Lincolnshire
DN19 7NQ
United Kingdom