Refund & Returns Policy
We have a 60-day return policy, which means you have 60 days after receiving your item to request a return.
Please note: We do not accept returns on leather bits or any bit that has been placed in a horse’s mouth.
Eligibility for Returns
To be eligible for a return, your item must be in the same condition that you received it — unused, unworn, with all original tags attached, and in its original packaging. You will also need to provide your receipt or proof of purchase.
How to Start a Return
To start a return, please fill in our contact form and include your order number along with the reason for the return. If your return is accepted, we will send you instructions on how and where to send your package.
Please note: Items sent back to us without first requesting a return will not be accepted.
The buyer is responsible for return shipping costs, which are a flat fee of £9.99 for UK returns.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you have received the wrong item. We will evaluate the issue and do everything we can to make it right.
Exceptions — Non-Returnable Items
Certain items cannot be returned, including:
- Leather bits — for hygiene and safety reasons
- Any bit that has been placed in a horse’s mouth — these items cannot be restocked or resold
- Custom or personalised products — including special orders
- Clearance / outlet items
- Gift cards
If you have any questions about whether your specific item is eligible for return, please don’t hesitate to get in touch before making your purchase.
Exchanges
The fastest way to get the item you want is to return your original item (if eligible) and, once the return is accepted, place a new separate order for the replacement item.
European Union — 14-Day Cooling-Off Period
If your order is being shipped to a country within the European Union, you have the right to cancel or return your order within 14 days of receipt, for any reason and without justification.
Please note: The 14-day cooling-off period does not apply to leather bits or any bit used in a horse’s mouth, due to hygiene and health protection reasons.
To qualify, your item must be unused, in its original condition and packaging, with tags attached. Proof of purchase is required.
Refunds
Once we have received and inspected your returned item, we will notify you whether your refund has been approved. If approved, you will be automatically refunded to your original payment method within 10 business days.
Please keep in mind that your bank or credit card provider may take additional time to process and post the refund.
If more than 15 business days have passed since your return was approved and you have not yet received your refund, please contact us using the contact form.
Contact Us
If you have any questions or concerns about our return policy, please reach out to us through our contact form or call us at +44 7540 432243. We’re here to help ensure you have a great experience with Flying Horse.