RETURNS POLICY

We want you to be completely happy with your Itchy Horse UK order. If for any reason you are not satisfied, we will gladly accept your timely return of unused, unwashed, or defective merchandise. Used merchandise cannot be returned unless proven to be a result of a manufacturing defect. Returned merchandise should include the packaging and tags and be in the same condition as when it was received. Provided the return item is in a re-saleable condition, with its original labels and packaging, we’re happy to offer a full refund on your purchase.

Refunds or exchanges are made in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Under this regulation, you have 28 days from the day following receipt of your goods to return them, even if you simply change your mind about your purchase. If you wish to return an item you do so at your own expense (unless the item is faulty); the item must be unused and in its original condition (including all tags). Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, allows us to make a reasonable deduction from the refund if the item has diminished in value by the handling of them beyond what is necessary to establish their nature, characteristics, and function.

You have 28 days (from receipt of order) to return an item to us; items must be in their original packaging, all tags attached, unworn and not damaged. A full refund will be given. If you wish to return an item after this period you must seek authorisation in writing by email to enquiries@itchyhorse.co.uk.

If an item is faulty on arrival, you have 7 days in which to contact us for a full refund or exchange. If an item is faulty, you will be reimbursed the return postage.  Unfortunately, we cannot send a replacement item to you until the original has been received by us.

If you are returning a Faulty Item, the above section on the condition of returned items still applies under the Health and Safety at work Act 1972.

Please note where the outer packaging is not present, and labels and tape have been attached directly to the item, we will charge a 20% fee for damage made to the product’s packaging. Also, if an item(s) is returned in an unsaleable condition meaning dirty, clearly used or damaged (not a warranty issue) we will contact you to either return the item to you or charge you a cleaning fee.

Refunds are issued using the original payment method. We cannot refund alternative cards. Your purchase will be refunded by the office within 48 hours (Monday to Friday).

Unless an item is faulty or not as described, you are responsible for the cost of returning items to us. We recommend that you obtain proof of postage as Itchy Horse UK cannot be held responsible for any items lost during transit back to us.

Please note that unfortunately we cannot exchange products for a different item. If you have ordered the wrong item or size and wish to exchange for a different size or colour, then please follow the standard returns process for requesting a refund and then place a new order on the website.

Once you are satisfied you are returning an item within the terms of our Returns Policy, please provide a covering letter with your full details including name, address, order number, contact number and whether you require an exchange or refund and send the item(s) back to us at the following address: Itchy Horse UK, English Frankton Grange, ELLESMERE, Shropshire, SY12 0JZ

This Returns Policy forms part of our Terms and Conditions; if you do not agree with our Returns Policy then please do not purchase from Itchy Horse UK.