Refund policy

At Horsewize, we want you to be fully satisfied with your purchase. If for any reason you are not completely happy, we’re here to help.

1. Returns

You have the right to cancel and return your order within 14 days of receiving it, without giving any reason.
To be eligible for a return, items must be:
- Unused and in the same condition that you received them
- In the original packaging (where applicable)
Certain goods are exempt from being returned for hygiene and safety reasons, such as:
- Bits
- Grooming brushes used on animals
- Items that have been personalised or made to order

2. How to Return

Please contact us at hello@horsewize.co.uk with your order number and reason for return before sending anything back.
Once your return is approved, we’ll provide the return address and instructions.
Customers are responsible for the cost of return shipping unless the item is faulty or incorrect. We recommend using a tracked service.

3. Refunds

Once your return is received and inspected, we will notify you by email.
Approved refunds will be processed back to your original payment method within 7–10 business days.
Original shipping costs are non-refundable (except in cases where the item was faulty, damaged, or incorrect).

4. Exchanges

If you need to exchange an item for a different size or product, please contact us first. Exchanges are subject to stock availability.

5. Faulty or Incorrect Items

If you receive a faulty or incorrect item, please contact us within 48 hours of delivery. We will arrange a replacement or full refund at no extra cost to you.