General Returns Summary
We are happy to exchange or refund items not suitable subject to our Returns Policy. On receipt and inspection of your goods (please note: the law states inspection means to examine and does not permit you or your horse to wear or use the items) you deem them as unsuitable and wish to return them you must notify us you wish to cancel the sale within 14 days of receipt of your goods by email, including your order number in the request so we may locate your details. We will then send you a return form via email together with a unique return code. No items will be accepted back to Fast Tack Direct without a return code, return form and invoice/copy invoice (the latter is always sent with your order). If these conditions are not adhered to we reserve the right to place your exchange/refund request on hold until such time that the stated documentation is received; we will of course contact you again to request this if this is the case. All items must be returned to our premises within 7 days of us issuing you with a returns code and return form, and this return is made at the sender’s cost. We recommend you use a signed for or recorded service. Fast Tack Direct is not responsible for the goods until they are back in our possession. Where a refund has been sanctioned we will refund correctly returned items, within 28 days of the item/s receipt to Fast Tack Direct, via the same method as payment was made. Items sold under special offer eg. buy one get one free items, package sets and wholesale items must be returned as a whole, we cannot refund individually when items are sold as part of a set. We would also ask you return any items gifted to you as part of one of our special offers, if you return the purchased item for a refund. If you would like to keep the gifted item the market value will be deducted from your refund.
Non-Refundable Items and Costs – PLEASE READ BEFORE YOU BUY.
1 . NON REFUNDABLE = Any item returned in less than perfect condition e.g. Items not in original packaging, creased, marked, tags missing, incomplete or rugs tried on horses without the use of a cotton sheet underneath resulting in hair on returned rug making it unfit for re-sale.
2. NON REFUNDABLE: Any item sent back without the correct paper work.
3. NON REFUNDABLE: Special Orders i.e. orders made to individual specifications, design or measurements.
4. NON REFUNDABLE: Undergarments, riding hats, jewellery, horse bits, lotions, potions and powders due to hygiene reasons. (If unsure please email before you buy).
5. NON REFUNDABLE: Customers requesting a return after 14 days of receipt of item.
6. NON REFUNDABLE: Items returned after 7 days of the return form being issued.
Please take care of your items when examining them; it is your legal duty to do so. We cannot make a full refund on saddles that are marked in any way, including marks on girth straps. We will not refund leather boots that have creases or that have been worn outside. When trying on leather boots if the boot does not do up easily – then the boot does not fit you – if you try to force them the zip may burst. When trying a rug on your horse, please do so over a cotton sheet, we will not accept any rugs on our premises that have been dirtied (Health and Safe Act 1972). For safety reasons all equine attire is made to break under pressure through incident, bad fit, etc. For example; we are not responsible for tears in rugs, tight straps breaking when horse rolls, buckles giving on ill fitting rugs, head collars breaking if horse pulls back – these are just a few examples of how horse attire can be damaged. The list is endless but please use common sense and question how the item has become damaged before you complain that the item is at fault. The above also applies for human attire. In the event you force zips/break straps etc, you are in breach of your statutory rights whilst examining an item, so please take reasonable care of the item in your possession, to avoid making it invalid for refund.
If you return an item as damaged and we suspect that you have deliberately tampered with or broken the item and claimed goods were faulty on issue we will take the necessary action to recover losses in court and involve the police to deal with any criminal fraud. Goods returned under complaint must be clean/dry (Health and Safe Act 1972) and will not be accepted back on our premises without prior consent from Fast Tack Direct. Goods returned under complaint will be examined by our Q.C. Team on return who may seek further expert advice when needed. This process may take up to 28 days before we can update you on any outcome. Wear and use of an item prior to the item developing a fault will be taken into consideration when issuing a refund on an item returned under complaint; and subsequently if we agree an item is faulty a refund will be made on that basis. If a customer uses an item after fault has appeared under English Law the customer is deemed as accepting the fault. All Returns of any nature must include a return code and relevant paperwork mentioned in our general return policy. This information does not affect your statutory rights.
Please email firstname.lastname@example.org to obtain your returns code. Once the code has been obtained please return your goods, with the completed form (containing the code) and invoice to:
Fast Tack Direct
2-4 Castle Hill Lane