Refund policy
We have 30 day returns policy. Your item must reach us within 30 days of your original purchase. Each UK returned is charged £5.00, this fee will be removed from your full refund value. if opting for store credit, please state this clearly within the returns portal. We currently do not offer exchanges.
GB Mainland Returns: To start a return, CLICK HERE
International Returns: Unfortunately, at this moment, the buyer is solely responsible for the cost of returning any item to us. When returning your item, please add 'UK Return - All Tax & Duties Paid' on the outside and inside of your parcel.
If you are returning an item using your own courier or delivery service, please ensure you include a note with the returned item. This note should clearly state your order number, full name, address, email, phone number, and the reason for your return. Including this information helps us process your return quickly and accurately, ensuring any refund or store credit can be issued without delay.
Please ensure unwanted items are returned within this period.
- Your item must be unworn, un marked, unwashed and in its storage bag with its labelling intact.
- All items are inspected before a refund or exchange is processed and items deemed to be in anything other than brand new condition will be returned to you or charged a restocking fee.
- We will aim to action refunds within 10 working days. Credit/debit cards may take up to 7 workings days for the funds to clear into your account.
- We strongly recommend you send your package by recorded delivery as we cannot be held responsible for goods lost in transit to us.
If any item returned breaches any of the terms outlined in this policy, we reserve the right to return the item back to you in the same condition it was received in.
Any free gifts sent out during promotions must also be returned. If the free gift is not returned the customer will be charged the full price of the free gift received, plus an administration fee of 10% of the EQUIDRY unit price.
Missing Parcels
Parcels must be reported missing within 7 days of the expected delivery date. Please contact support@equidry - include your order number and supporting evidence (if applicable).
Account Credits
As an alternative to a refund, we can offer a credit to your EQUIDRY account. This is perfect for when you love your coat but want to change the size, colour or style. Once processed, a credit is instantly available within your EQUIDRY account to use against a new order.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalised items), and personal care goods. We cannot accept returns on gift cards.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will contact you if your refund has not been approved with the reason for this. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@equidry.co.uk.
