Refund policy

We want you and your horse to love your Best Horse products. If something isn't right, you can return or exchange it within 7 days of delivery.

How to start a return or exchange

Email us at besthorseus@gmail.com or use our Contact page within 7 days of receiving your order. Include your order number and the reason for the return.
We'll reply with the return address and instructions. Please don't send items back without contacting us first.
Ship the item back to us. The buyer is responsible for return postage costs. We recommend a tracked service, as we can't be responsible for returns lost in transit.

Condition of returned items

Items must be returned unused, unwashed and in their original condition, with all tags and packaging. Items that show signs of use, washing or damage may be refused, or the refund reduced to cover the loss in value.

Items we can't accept for return

Custom and personalized items, including embroidered names, custom colors, custom sizes and bespoke designs, because they are made especially for you. If one of these items arrives faulty or doesn't match what we agreed, we will repair, remake or refund it.
Bits that have been used in a horse's mouth, for hygiene reasons.
Gift cards.

Refunds

Once we receive and inspect your return, we'll email you to confirm. Approved refunds are issued to your original payment method within 5 working days. Your bank or card provider may take a few extra days to show the refund. Original shipping was free, so there are no shipping charges to refund.

Exchanges

To change a size or color, tell us when you contact us. We'll send the replacement as soon as your return reaches us. If the new item costs more, we'll ask you to pay the difference.

Damaged, faulty or wrong items

If your order arrives damaged or faulty, or you received the wrong item, contact us within 7 days of delivery with photos. We'll replace it or refund you in full, and we cover the return postage.