Refund policy

We want you to be completely happy with your purchase. As a UK-based business, we adhere to the Consumer Rights Act 2015 and other relevant consumer protection laws.

Our online store offers both second-hand and new equestrian products. Each second-hand item is carefully inspected and labelled with a clear condition rating to ensure transparency and help you shop with confidence.

Item Condition Grades (Second-Hand)

We classify pre-owned items using the following condition labels:

  • New with tags – Unused, in original packaging, with tags attached. Flawless condition.

  • New without tags – Unused and flawless, but missing tags or original packaging.

  • Very Good – Lightly used with minimal wear; any imperfections are clearly shown and described in the listing.

  • Good – Used with visible signs of wear and/or minor flaws, all clearly shown and described.

  • Satisfactory – Well used, with notable wear or imperfections; all issues are clearly shown and described.

Returns – Second-Hand Items

We want you to shop confidently, knowing that all second-hand items have been carefully inspected and listed with a clear condition rating.

  • You may return second-hand items within 14 days of delivery if the item is Significantly Not As Described (SNAD).

  • To initiate a return, contact us at info@haystackequestrian.com within 14 days of receiving your order, including your order number and reason for return.

  • Items must be returned in the same condition as sold and must not have been used further.

  • All original tags, packaging (if applicable), and included accessories must be returned.

  • Return postage is the customer’s responsibility.

We recommend using a tracked and insured postal service, as we cannot be held responsible for returns lost in transit.

What does “Significantly Not As Described (SNAD)” mean?

A second-hand item is considered SNAD if it does not match the listing description or photos in a meaningful way. SNAD covers important discrepancies that affect the functionality, appearance, or expected condition of the item.

Examples of SNAD items include:

  • Wrong colour or style compared to the listing

  • Incorrect size (e.g. a cob-size bridle sent instead of full-size)

  • Missing parts or accessories not mentioned or shown (e.g. a martingale missing a strap, or a riding hat without its chin strap)

  • Items sold in bundles that arrive incomplete

  • Damage (e.g. rips, heavy scuffs, broken clips or fastenings, frayed stitching, holes, rust, or mould) not clearly mentioned or shown in the listing

  • Major material differences (e.g. leather listed but synthetic item sent)

  • Items with functionality issues not disclosed (e.g. clippers that won’t charge, lights on visibility gear that don’t work, zips that won’t fasten)

SNAD does not include:

  • Items that don’t fit you or your horse

  • Minor cosmetic wear that was shown or described in the listing

  • Slight colour variations due to lighting in photographs

  • Subjective dissatisfaction (e.g. you simply don’t like the item)

Returns – New Items

For brand new items (with or without tags):

  • You have 14 days from the date of delivery to return your item under the Consumer Contracts Regulations.

  • Items must be returned unused, unwashed, and in resaleable condition with any tags or original packaging included.

  • Refunds will not be issued for items that show signs of use or damage after delivery.

  • Return postage is the customer's responsibility, unless the item is faulty or incorrect.

Non-Returnable Items

We do not accept returns on:

  • Items marked as “Not Fully Functional”, where issues were clearly described in the listing

  • Items labelled as “non-returnable” or sold as “clearance”

  • Returns requested outside the 14-day return window

Refunds

  • Refunds will be issued to the original payment method once we’ve received and inspected the item.

  • We aim to process all refunds within 5 working days of receiving your return.

  • You’ll be notified via email once your refund is processed.

How to Return an Item

  1. Email us at info@haystackequestrian.com within 14 days of receiving your item.

  2. Include your order number, the item you wish to return, and the reason for the return.

  3. We’ll provide return instructions and our returns address.

  4. Package the item securely and return it using a tracked postal service.

If you have any questions about your return or our returns policy, don’t hesitate to get in touch at [info@haystackequestrian.com or use our website’s contact form.