Exchanges & Returns

If you are not completely satisfied with your order, you can send items back to us within 14 days of your original delivery, for an exchange or full refund (excluding P+P).

How do I return my order?

1. All items sent back to us must be in their ORIGINAL CONDITION i.e. NOT WORN, ALTERED or WASHED, and must be in their ORIGINAL PACKAGING.

2. To arrange to return or exchange an item, please initially send an e-mail to returns@kileq.co.uk or call us on 01989 770990 to discuss your requirements.

3. We strongly advise that all goods be returned via a recorded method of delivery (i.e. Royal Mail signed for, Royal Mail Special Delivery or via a courier) and that you get a ‘proof of posting’ certificate from your Post Office or carrier. This will cover you if the goods are lost in the post, please make sure the insurance is adequate to cover the value of the goods packaged. Kilreague Equestrian cannot be held responsible for any returns that do not reach us and you will be billed for lost items.

4. We do not cover the cost of returns (unless the item is faulty). However, in the case of an exchange, we will cover the postage costs for sending out the replacement item.

Please send all returns to:

Returns
Kilreague Equestrian
Rough End
Kilreague Farm
Llangarron
Ross-on-Wye
HR9 6PF

Please allow 10 days from date of posting for goods to be refunded. You will receive an email to confirm this; however it may take longer for your bank to show the funds back on your card.
Exchanges will be dealt with as soon as we receive your returned goods. Alternatives can be exchanged according to our stock. If we do not have the requested replacement you will receive a refund.

Faulty goods
In the rare and unfortunate event of your item being faulty, please accept our apologies and contact us to discuss your options.

Right to Cancellation

In addition to your right to return Products within 14 days, if you are a Consumer (i.e. a natural person who, in contracts to which the Consumer (Distance Selling) Regulations 2000 apply, is acting for purposes that outside his or her business), you have the right to withdraw from your purchase within seven (7) working days of the date the Product is delivered. All customers who cancel under this statutory "cooling off period" shall be entitled to a full refund. Any customers who would like to cancel an order pursuant to this statutory right should contact us.

Security

All Kilreague Equestrian online purchases take place in a safe environment using the latest security technology to protect our customers.

We encrypt your credit card information to ensure your transactions with us are private and protected as they travel over the Internet. We accept orders only from Web browsers that permit communication through Secure Socket Layer (SSL) technology - this means you cannot inadvertently place an order through an unsecured connection. This encryption makes it virtually impossible for unauthorised parties to read any information that you send us.

All transaction information is encrypted using 128-bit SSL certificates: the highest level possible for e-commerce. No cardholder information is ever passed unencrypted.

If you are still not convinced about the safety of shopping online, please call us and place your order over the phone.

Trade Descriptions

We take every care to ensure that the descriptions and specifications are correct at any given time. Colour reproduction is as accurate as the photographic and post production process will allow. However we are aware that with the use of varying VDUs and Internet browsers, slight differences in colour and appearances can occur. All offers are subject to availability.

Privacy

Our privacy policy is very simple - we will NEVER share any information that you give us with a third party except to provide you with better service, where we are required to do so by law, or unless stated otherwise.

You may browse the Kilreague Equestrian website without entering your personal details. However, at some stages on the website you may be asked for personal information to enable us to reply to any enquiries and/or process your order.

We keep a record of your purchases, which enables us to improve our service to our customers. E-mail correspondence is saved so we may track questions or concerns you may have with our products or service.

Any information stored about you by Kilreague Equestrian is used only to improve our products and service and we will use your personal information only for:

• Processing orders as effectively as possible
• Business analysis to make your shopping experience with us in the future as quick & as simple as possible.
• Providing you with information about our products and services you have requested.

Kilreague Equestrian will share your personal information only with service providers who aid us in delivering our products and services to you. This includes outside companies who distribute e-mails or products on our behalf and the supply of your address to courier/royal mail for delivery purposes.

Unlike many other mail-order companies, Kilreague Equestrian do not participate in the selling, renting or in any other way sharing of your personal information, including e-mail addresses, with other companies.

To discuss removing yourself from our lists, please contact us via the methods stated on our ‘Contact’ page.

Cookies

A cookie is a small information file that is sent to your computer and is stored, sometimes temporarily, on your hard drive. We use cookies so you can use the shopping basket facility; and if you have registered with us then your computer will store an identifying cookie which will remember and display your registered forename on return visits. You can change the settings on your browser to prevent cookies being stored on your computer without your explicit consent.