Refund policy

Last updated: October 2026

We want you to be happy with every Autumnn Equestrian order. If something isn't right, this policy explains how returns, exchanges and refunds work.

Your return window

You can return items within 30 days of receiving your order.

This is longer than the law requires. You also have a legal right to cancel your order within 14 days of receiving it, for any reason, under the Consumer Contracts Regulations 2013.

Condition of returned items

To be accepted for a refund or exchange, items must be:

• unused, unworn and unwashed, with all original tags attached
• returned in their original packaging where possible
• clean and free from horse hair, marks and odours

We cannot refund items that come back used, damaged or without tags. We will return them to you at your cost. If an item has been handled more than needed to check its size and fit, we may reduce the refund to reflect any loss in value.

How to return an item (UK)

Email info@autumnn.co.uk with your order number to start a return. Your order number is in your order confirmation email. If you cannot find it, send us the email address you ordered with and we will find it for you.

You can then return your parcel in one of two ways:

• Use our prepaid return label. We will email it to you. It costs £3.95, which is taken off your refund. Labels for exchanges and faulty items are free.
• Send it yourself, at your own cost, to: Autumnn Equestrian Returns, Unit 25, Watery Lane Industrial Estate, Watery Lane, Willenhall, WV13 3SU, United Kingdom. We recommend a tracked service, as we cannot be responsible for returns lost in the post.

Exchanges

Exchanges are free, including the return label. Email us your order number and the size or colour you want within 30 days of receiving your order. You can swap for a different size or colour of the same product, and the item must be unused with tags attached. If the item you want is out of stock, we will refund you instead.

Sale items cannot be exchanged, but you can still return them for a refund within the return window.

Refunds

Once your return arrives and we have checked it, we will refund you within 3–5 working days. The refund goes back to your original payment method. Your bank may take a few extra days to show it.

Delivery charges:

• If you tell us within 14 days of receiving your order that you want to cancel, we will refund the standard delivery charge you paid, as long as you then send the items back within 14 days of telling us.
• For returns made between 15 and 30 days after you receive your order, the original delivery charge is not refunded.
• If an item is faulty or incorrect, or your order was never sent, we always refund the delivery charge in full.

Faulty, damaged or incorrect items

If an item arrives faulty, damaged or incorrect, or develops a fault, please email info@autumnn.co.uk with your order number and these photos:

• the whole product, so we can see its overall condition
• the label showing the batch number, so we can trace the product
• the faulty area, if it is visible

We will arrange a repair, replacement or refund, depending on the fault. We will also cover the cost of sending the item back. This does not affect your statutory rights under the Consumer Rights Act 2015.

Missing parcels

If your UK parcel has not arrived within 5 working days of dispatch, please contact us. We will check with the courier and either send a replacement or refund you in full, including delivery, whichever you prefer.

International returns

International customers can return items within 30 days of receiving them. Please email info@autumnn.co.uk before sending anything back, and we will tell you how to return your item. International return postage is paid by the customer. We cannot refund import duties or taxes charged by your country. All the conditions above still apply.

Cancelling an order

We dispatch quickly, so please contact us as soon as possible if you need to cancel or change an order. If your order has not been dispatched yet, we will cancel it and refund you in full. If it has already been dispatched, you can return it using the steps above.

Contact us

Email: info@autumnn.co.uk · Phone: +44 7474 056956 · Opening hours: 10am–5pm, Monday to Friday