Equine Evolve Store – Returns & Refunds Policy

Effective Date: June 2025.

At Equine Evolve, we pride ourselves on the quality and craftsmanship of every item we offer. We understand that from time to time, you may wish to return or exchange a product. The following policy outlines your rights and responsibilities regarding returns, refunds, and exchanges.

🛍️ 1. Product Categories Covered

This policy applies to all products sold via shop.equineevolve.com, including:

• Jewellery (e.g., bangles, bracelets)

• Lifestyle Products (e.g., candles)

• Homeware & Soft Furnishings (e.g., throws, cushions)

• Equine Evolve Merchandise (e.g., caps, beanies)

• Customised Products (e.g., personalised horse-hair jewellery)

🔁 2. Returns Eligibility by Category

A. Jewellery

• Returnable within 14 days of delivery.

• Must be unworn, unaltered, and in original packaging.

• Includes branded pouch, box, certificates (if any), and tags.

Not eligible for return:

• Customised or personalised jewellery (e.g. bangles incorporating horse hair).

• Jewellery showing signs of wear or misuse.

B. Lifestyle Products & Homeware

(Candles, Throws, Cushions, etc.)

• Returnable within 30 days of delivery.

• Must be unused, unwashed, and in saleable condition.

• Original tags and packaging must be included unaltered..

C. Equine Evolve Merchandise

(Caps, Beanies, etc.)

• Returnable within 14 days of delivery.

• Items must be unworn and returned with original tags and hygiene seals intact.

D. Customised Products

• All custom or made-to-order items are final sale and non-refundable unless defective or damaged on arrival.

• This includes jewellery with personalised horse hair or engravings.

💎 3. Defective or Damaged Items

If your item arrives damaged, defective, or incorrect:

• Report the issue within 7 days of delivery.

• Email store@equineevolve.com with:

  • Your order number

  • A brief description of the issue

  • Clear photographs of the item and packaging

Once reviewed, we’ll offer one of the following:

• A full refund

• A replacement

• A store credit, based on your preference

🔄 4. Exchanges

• Exchanges are accepted for sizing or colour issues on eligible items.

• All exchange requests must be submitted within the standard return window (14 days).

• New items will be shipped once the returned item is received and inspected.

Note: We do not offer direct swaps. You’ll be refunded for the returned item and may place a new order if preferred.

📦 5. Return Process

To initiate a return:

1. Email store@equineevolve.com with your order number and reason for return.

2. If eligible, we’ll issue a Return Authorization Number (RAN) and return instructions.

3. Return the item using a tracked shipping method. You are responsible for return shipping unless the item is defective.

4. Once received and inspected, refunds will be processed within 7 business days.

💰 6. Refunds

• Refunds are issued to the original payment method.

• Original shipping costs are non-refundable, except in cases of error or defect.

• Refunds may take 5–10 business days to appear depending on your payment provider.

⚠️ 7. Important Notes

• Items returned without a valid RAN will not be accepted.

• Equine Evolve reserves the right to reject returns that do not meet policy conditions.

• For hygiene reasons, worn or used merchandise cannot be returned.

• Gift cards are non-refundable and non-exchangeable.

📞 Need Help?

For return queries or assistance, please contact our Customer Care team:

📧 Email: store@equineevolve.com
🕐 Hours: Monday–Friday, 9am–5pm (GMT)
🌍 Website: shop.equineevolve.com