Refund policy

Hassle-free returns

We'll cheerfully refund or exchange purchased items provided you notify us and return the goods within 28 days of receipt, and they're returned unused and in resaleable condition with their original packaging. We regret we can't accept cancellation of orders or returns of products that are indicated as "Special Order" (unless faulty) because they are not part of our normal stocked range and are ordered to customers' specific requirements.

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

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.

Exchanges

If you want to exchange an item you've bought (eg if you need a different size), please follow the returns procedure below. We don't charge extra postage for sending out exchanges, but any price difference between the exchanged products will be refunded or requested from you as appropriate. 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, but you will obviously be out of pocket in  the interim. 

 

Returns procedure

1. Please email us first at sales@shadowhorse.co.uk with your order number, indicating the reasons for the return and the action you want us to take. We have great difficulty properly handling returns that just turn up out of the blue, often with nothing to identify the sender or the action required. 

2. Post the return by Royal Mail to