Equilibrium Massage Back Pad

Christmas 2024 - Extended Returns

Doing a spot of Christmas shopping? Want to make sure your present can be returned if it isn't quite right? Well, RB Equestrian has extended its returns policy until 31 January 2025.

Returns

Need some help or have a question? Please give us a call on 01908 365 335 or send us an email to [email protected]

We want you to be happy with any item you buy from us. The information below sets out how to return an item, what it costs and how quickly you will be repaid.

Please note: where you have bought a product as part of a promotional offer, any free gifts must be returned with the purchased items to obtain a full refund. If free gifts are not returned, the full price of that gift will be deducted from your refund.

Where do I return my goods?

Returns Team
RB Equestrian
Unit 7 Lower Rectory Farm
Mill Lane
Great Brickhill
Milton Keynes
MK17 9FX

How long do I have to return my goods?

You have 60 days from the date of delivery to return them to us.

I want to return my goods for an exchange or a refund.

Please:

i) complete the returns form (either enclosed with your item or download the form using the link at the top of the page) telling us what you want to exchange it for;
ii) return the goods to us in a clean, dry and unused state with all original packaging and labelling; and
iii) do not fix labels or mark the original packaging of the goods otherwise we cannot resell it.

We can send you a returns label for you to send the item from a Post Office but there is a charge of:
• £3.99 if your item weighs less than 2kg and is less than 61cm wide and 46cm deep and 46cm wide;
• £8.99 if your item weighs more than 2kg or is larger than the dimensions described above.

Please request your returns label by email to [email protected]. If you do not use either of these services, then you are responsible for the full cost of the returns.

My item was faulty and I want to return it?

Thankfully manufacturing faults are rare and we would expect these to become apparent shortly after the product is used for the first time. There is an assumption that products purchased more than 6 months ago that have developed damage are unlikely to be faulty.

Please contact us as soon as you think your product may have developed a fault as we may be able to deal with it without having the product returned to us. Please email us at [email protected] with full details and we will get back to you as soon as possible.

Please note that in accordance with the Health and Safety at Work Act 1974 we can only accept items returned to us for inspection if they are clean and dry, even if they are faulty.

How and when will I be refunded?

Provided the goods are in an as new condition we will refund the cost of the goods (less any relevant shipping charge) onto the card/PayPal which you used to make the original payment.

We will process the refund as soon as possible after receipt of the goods, normally by the next working day. Please be aware this can a few days to be shown on your card/PayPal account.

What can’t I return?

We are not able to accept special order items, DVDs, CDs, computer software, books or underwear for refund or exchange unless they are faulty.

Who should I contact for more information?

Please call us on 01908 365 335 or email us at [email protected]