RETURNS

Our policy lasts 14 days. If 14 days have gone 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. It must also be in the original packaging and with the tags still attached.


To complete your return, we require a receipt or proof of purchase.


Refunds/exchanges

If you would like a refund then please email info@kaiaequine.com. We will then email you an exchange/returns form and posting instructions.

Unfortunately we are unable to offer freepost returns and it is the customer's responsibility to pay for any return postage costs. Please ensure your items are securely wrapped and the exchange form is enclosed. When sending the parcel back, please make sure you obtain a proof of postage certificate. Please allow between 5-10 working days from receipt of your returned parcel to process your exchange or refund.

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.

Late or missing refunds 

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@kaiaequine.com.

Can I return a sale item(s)?

Only regular priced items may be refunded, unfortunately sale items cannot be refunded. Final sale items are exchange only and cannot be refunded; this includes all discounted and promotional items. 


Shipping

To return your product, you should email info@kaiaequine.com.

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 £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Other questions?

If you need any further help with regard to shipping and returns, please get in touch at info@kaiaequine.com and we’d be happy to help.

We use cookies to improve your experience on our website. By browsing this website, you agree to our use of cookies. Accept More info
x