We hope you love your EQUEENE order! However, if something isn't quite right, we're happy to help.

Need a different size or colour? We offer FREE UK return postage for exchanges and store credit.

If you'd prefer a refund, that's absolutely fine too. Please note that return postage for change-of-mind refunds is the customer's responsibility.

1. Returns eligibility

You have 14 days from receiving your order to notify us if you'd like to cancel your purchase and return an item. Once you've notified us, you have a further 14 days to send your return.

Please take care when trying on your items. We ask that clothing is returned unworn beyond trying on, unwashed, and with original tags and packaging wherever possible.

Items showing signs of use, including makeup, deodorant, fake tan, washing or other damage, may be subject to a deduction from the refund where their value has been reduced by handling beyond what would reasonably be permitted in a shop.

Sale items: Items purchased in a sale are eligible for returns under the same statutory cancellation rights as full-price items.

Certain products, such as sealed hygiene items that have been unsealed after delivery, may be exempt from change-of-mind cancellation rights where legally applicable.

2. How to return an item

To start your return:

1. Visit our Returns Portal.

2. Enter your order details and email address.

3. Select the item(s) you'd like to return.

4. Choose a refund, exchange or store credit.

5. Follow the instructions provided to arrange your return.

You can also notify us of your decision to cancel by emailing info@equeeneequestrian.com.

3. Return postage

Exchanges and store credit — FREE UK return postage

If you're exchanging an item for another size or colour, or choosing store credit instead of a refund, EQUEENE will cover your UK return postage.

We'll provide a prepaid return label or QR code once your return has been arranged.

Refunds — Customer pays return postage

If you're returning an item for a refund because you've changed your mind, ordered the wrong size or no longer want the item, return postage is your responsibility.

You can arrange your own tracked postage or use an available paid return service through our returns portal.

We recommend keeping your proof of postage.

Faulty or incorrect items — FREE returns

If we've sent an incorrect item or your item is faulty, we'll cover reasonable return postage costs where a return is required.

4. Refunds

Once we've received and assessed your return, we'll process any refund due to your original payment method.

Refunds for statutory cancellations will be made without undue delay and no later than 14 days after we receive your returned goods or evidence that you've sent them back, whichever is earlier.

Where you cancel your entire order under your statutory cancellation rights, we'll also refund the original standard delivery charge, if applicable. Additional charges for premium delivery options are non-refundable.

For partial returns, original delivery charges are generally not refunded.

Your bank or payment provider may take additional time to show the refund.

5. Faulty items

We take great care with the quality of our products, but occasionally things can go wrong.

If you receive an incorrect, damaged or faulty item, please email info@equeeneequestrian.com with your order number, a description of the issue and photographs where possible.

We encourage you to contact us promptly so we can resolve the issue as quickly as possible.

Your statutory rights under the Consumer Rights Act 2015 remain unaffected. Depending on the circumstances, you may be entitled to a refund, repair or replacement.

Normal wear and tear, accidental damage and misuse are not considered manufacturing faults.

6. International returns

International customers are responsible for arranging and paying for change-of-mind return postage and any applicable customs charges.

We currently do not offer direct exchanges for international orders. If you'd like a different size or colour, please return your eligible item for a refund and place a new order.

Where an item is faulty or incorrect, we'll handle the issue in accordance with applicable consumer rights.

7. Need help?

We're always happy to help.

Email us at info@equeeneequestrian.com with your order number and we'll do our best to resolve your query.

This policy does not affect your statutory consumer rights.