Returns, Refunds, Exchange

Exchange, Returns and Refunds Policy

We guarantee your satisfaction. All of our products come with a no-fuss guarantee. Our rope products carry a 12 month warranty.

Should you find the item you have ordered does not fit correctly, we are happy to exchange it if returned to us in good/unused condition within 14 days of receiving your goods. This excludes customised items that are made to order. Customised orders cannot be exchanged.

The postage cost of returning goods is the customer’s responsibility. Unless the item is faulty, there will be an additional postage charge to resend the correct item.  We make every effort to ensure that items are shipped in perfect condition. However, if you find any item to be faulty, we will happily replace it.

When returning items, please state clearly your requirements, whether you require exchange goods or refund. Please don’t hesitate to contact us if you have any questions or concerns via email: mel@heartfelthorse.com

Products

If it is necessary for you to return a product, it can only be accepted within 30 days of the purchase date, it must be unused, in the same condition that you received it and must also be in the original packaging.

We will NOT be able to offer you a full refund, exchange / return if outside of the 30 days purchase date.

There are certain situations where only partial refunds maybe granted:

CD, DVD, that has been opened.

Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Any item that is returned more than 30 days after the purchase date.

To complete a refund, please contact mel@heartfelthorse.com

Sale items

Sale and Custom items are Non-Refundable.

Exchanges / Returns / Refunds

Exchanges / returns can only be accepted as stated above.

To exchange / return or where necessary obtain a refund for any of the above mentioned, please send an email to mel@heartfelthorse.com to request approval for exchange / return / refund. Please note that we will only replace items if they are defective or damaged.

You will be responsible for paying return shipping costs, if you are returning more expensive item(s), you may wish to consider using a trackable shipping service. We will not be able to exchange or provide a refund if we do not receive your item(s).

Please send Exchanges / Returns / Refund Item(s) to:

Melanie Garner, Heartfelthorse, 5 The Rise, Bolton Le Sands, Carnforth, Lancashire LA5 8BX

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item(s). We will also notify you of the approval or rejection of your refund.

Any refund will only be made to the original purchase method, e.g. purchase by card must be refunded to the same card, purchase via PayPal will be refunded via PayPal, etc.

Refunds can be expected within approximately 14 days of receipt of return item(s).

Refunds Courses

Fees related to changing or cancelling a clinic booking:

Refunds will only be made if your place has been filled with another client, the date it is filled will determine your refund. Refunds will be made with 14 days of the clinic taking place. You may gift your booking to someone else as long as you provide a completed booking form for that person otherwise a £20 admin fee will be charged

• Cancellation 30 days before course start date:

Clinic fee will be refunded, less £20 administration fee

• Cancellation within 30 days of course start date:

Only 50% of the course fee Refunded

• Cancellation within 7 days of course start date:

No Refund will be made

If you have cancelled and still wish to attend a course the refund relating to the original course booking will be made and you can then rebook your required clinic / dates.

We recommend that clients insure themselves against loss of fees due to cancellation or early termination of course, for whatever reason.

To complete a refund, please email mel@heartfelthorse.com

Late or missing refunds

If you haven’t received a refund within approximately 14 days, then please check your bank account.  If not received, then please contact your respective purchase merchant to confirm status as there can be processing time on their side before the refund reaches you.

If you’ve done all of this and you have still not received your refund, please contact us at mel@heartfelthorse.com and we will follow up.

Need help?

Contact us via email at mel@heartfelthorse.com or by telephone 07805 986631 for questions related to refunds and returns.