Refund policy

Hassle-free returns

We'll cheerfully cancel or amend an order, or refund or exchange purchased items provided you notify us and return any delivered products within 30 days of receipt, unused and in resaleable condition with their original packaging. We regret we can't accept cancellation or amendments to orders or returns of products (unless faulty) that are indicated as "Special Order" because they are not part of our normal stocked range and are ordered to customers' specific requirements.

For EU-bound duty-paid orders we'll deduct from any refund the amount of the unrecoverable customs charges paid, and for other international orders any net shipping costs we've incurred (ie actual shipping costs less shipping charges paid)

Goods considered faulty must be returned within 90 days of purchase. On receipt we'll examine them and consult with our supplier where necessary. If found to be faulty, we'll repair or replace them as we consider appropriate.  

We don't cover or refund return postage costs, except in the case of faulty items or shipping errors.

Where you want an exchange (eg if you need a different size), we don't charge extra postage for sending out the replacement, and any price difference between the exchanged products will be refunded or requested from you where necessary. It's faster if you order the new product you need and then send us the return for a refund, rather than waiting for us to send out the replacement after the return has arrived: the overall cost is the same either way. 

Cancellation or Return procedure

1.  If you wish to cancel an order that hasn't yet shipped or want to initiate a simple return for a refund, you can just sign in to your account on our website via this link, identify the order and item you wish to cancel or return, and follow the notification procedure. For anything more complex (eg an amendment or exchange) or if you just prefer to communicate with a human being, please email us at sales@shadowhorse.co.uk with your name or order number, indicating the action you want us to take. 

2. If you're a UK customer, please post the return by Royal Mail to