Our PolyPads collections are manufactured using high quality fabrics and equipment. Our skilled machinists take great care when manufacturing your order. Thorough and precise quality checks are taken place during each stage of production to ensure that the workmanship has been completed to an excellent standard.
If you are unhappy with your order, please contact us 01623 662181 or email firstname.lastname@example.org
If you believe a manufacturing fault is present with your order, we will require photographic evidence.
Returns of non-customised products, e.g. matching base and binding colours.
When requesting a return from us, please contact our team using the above information. Please have your order number to hand.
To be eligible for a return of your non-customised product, your item must be unused and in the same condition that you received it.
We have a 30 day policy. If you are over your 30 day cooling-off period, we cannot offer you a refund or an exchange on your product.
Unless we are at fault or in breach of contact between you and us, you will be responsible for the cost of returning the product back to us. We advise that you return your product via a recorded delivery service as we cannot be held responsible for any products lost in transit. Please enclose a note with your full name, your order number, what product you are returning and the reason for the return.
Once your return is received and inspected, we will send you an email to notify you of the returned product. You will also receive an email confirmation of the approval or the rejection of your refund.
If you receive notification of approval, your refund will be processed immediately and credited back into the PayPal account or credit/debit card account used to make payment within 14 days of the approval.
Where you return a product to us and we are not at fault, or otherwise in breach of contract between you and us, you will be refunded the full amount of the product minus the original cost of delivery. This may be subject to any deduction to consider any costs incurred by us manufacturing the product for you. You will be required to pay the cost of the return postage.
Returns of bespoke products, e.g. products with embroidery or an alternative binding colour.
An example of a bespoke product is a black PolyPad with a red trim. If the binding/trim colour does not match your base colour, this is determined as a bespoke product. Adding embroidery to your product also makes your product bespoke.
These are orders that are specifically made for you and these orders cannot be returned or refunded unless there is a manufacturing fault or if we are otherwise in breach of the contract between you and us. You will be unable to exchange the product. Please note that under the Consumer Rights Act 2015, you do not have the general right to return Bespoke Products where we are not at fault.
If you would like to amend or cancel your order (that is not a bespoke product) please contact our team on 01842 752020 or email email@example.com. We try our best to cancel or amend your order before it enters production, however this is not always possible. If your order has already been manufactured, then a reasonable restocking fee may apply to consider any costs incurred by us manufacturing the product for you.
Bespoke products cannot be cancelled.
Premier Products, Unit 4 Premier Court, Kings Mill Way, Mansfield, NG18 5ER.
Nothing in this policy affects your statutory rights.
New Equine Wear Returns:
Our policy lasts 30 days. If 30 days have passed by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. If you wish to try on your horse first, please place a thin layer between the product and the horse to prevent the potential of the product being marked.
To complete your return, we require a receipt or proof of purchase.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org to confirm that this can take place, and send your item to: Poly Pads (UK) Ltd, Premier Product, Premier Court, Kings Mill Way, Mansfield, Notts, NG18 5ER,.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over £75, it is recommended that you consider using a trackable shipping service or purchasing shipping insurance. We are unable to guarantee that we will receive your returned item.