Returns & Refund Policy

Richard Ash Horseshoes Ltd

Returns & Refund Policy

Last Updated: August 2026

At Richard Ash Horseshoes, we want you to be completely satisfied with your purchase. This Returns & Refund Policy explains your rights and the process for returning products purchased through our website.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or any other applicable legislation[i][ii].

1. Who This Policy Applies To

This policy applies to purchases made through the Richard Ash Horseshoes website.

Some rights within this policy apply only to consumers (individuals purchasing for personal use). Where you purchase goods in the course of your trade or business, different rights may apply.

2. Consumer Right to Cancel (14-Day Cooling-Off Period)

If you are purchasing as a consumer, you have the right to cancel your order without giving a reason.

Your cancellation period expires 14 days after the day you (or someone you nominate) receive the goods.

To exercise your right to cancel, simply contact us by email or telephone before the cancellation period expires.

Once cancelled, you must return the goods within 14 days.

Unless the goods are faulty or supplied incorrectly, you are responsible for the cost of returning them.

3. Our 30-Day Returns Policy

In addition to your statutory rights, Richard Ash Horseshoes offers a 30-day goodwill returns policy.

You may return most standard stock items within 30 days of delivery, provided they are:

• unused;
• complete;
• in their original packaging;
• in a clean and saleable condition;
• suitable for resale.

This policy is offered at our discretion and does not affect your statutory rights.

4. Business Customer Returns

Business customers do not benefit from the statutory 14-day cooling-off period.

However, we are happy to consider returns of standard stock items within 30 days, subject to:

• prior approval;
• the goods being unused and suitable for resale; and
• compliance with this Returns Policy.

A restocking charge may be applied where appropriate.

5. How to Return Goods

Before returning any goods, please contact our Customer Services team.

Where appropriate, we may issue a Returns Authorisation (RMA) reference to help us process your return quickly.

Please include:

• your name;
• order number;
• reason for return; and
• contact details.

Goods should be securely packaged to prevent damage during transit.

6. Return Delivery Costs

Unless goods are faulty, damaged or supplied incorrectly, customers are responsible for the cost of returning goods.

We recommend using a tracked delivery service, as returned goods remain your responsibility until safely received by us.

7. Faulty, Damaged or Incorrect Goods

If your order arrives:

• damaged;
• faulty;
• incomplete; or
• incorrect,

please contact us as soon as reasonably possible.

Where possible, please notify us within 48 hours of delivery and provide photographs to help us investigate.

If goods are confirmed to be faulty or supplied incorrectly, we will arrange an appropriate remedy, which may include:

• replacement;
• repair;
• refund; or
• collection of the goods at our expense.

Nothing in this policy limits your statutory rights.

8. Products That Cannot Normally Be Returned

Unless faulty or supplied incorrectly, we cannot normally accept returns of:

• products made to your specification;
• special order or non-stock items;
• customised or modified products;
• products that have been used;
• products damaged after delivery through misuse;
• cut lengths of steel or other materials;
• gift vouchers.

For hygiene and safety reasons, certain products may also be non-returnable once opened where this is clearly stated before purchase.

9. Steel and Heavy Goods

Steel, long-length products and certain heavy or oversized items may incur additional transport costs when returned.

Please contact us before arranging the return of these products.

10. Chemicals, Adhesives and Hazardous Products

Certain products, including adhesives, resins, hoof repair materials, gases and hazardous substances, may be subject to transport restrictions.

Please contact us before returning these products so that appropriate arrangements can be made.

11. Condition of Returned Goods

Returned goods should be received in the same condition in which they were supplied.

Where goods show signs of use, damage, missing components or packaging that prevents resale, we reserve the right to:

• refuse the return;
• reduce the refund to reflect any loss in value (where permitted by law); or
• return the goods to you.

12. Refunds

Once your returned goods have been received and inspected, we will notify you of the outcome.

Approved refunds will normally be processed within 5–10 working days using the original payment method.

Where a consumer exercises their statutory cancellation rights, refunds will be made in accordance with applicable consumer legislation.

13. Delivery Charges

Where goods are returned because they are faulty or supplied incorrectly, we will refund any applicable delivery charges in accordance with your statutory rights.

For discretionary returns under our 30-day goodwill policy, original delivery charges are non-refundable.

14. Exchanges

If you require a different size, model or product, please contact our sales team.

Where possible, we will arrange an exchange, subject to stock availability.

Price differences may apply.

15. Warranty Claims

Many products supplied by Richard Ash Horseshoes are covered by the manufacturer's warranty.

Warranty terms vary between manufacturers.

If you believe a product has developed a manufacturing fault, please contact us before returning it.

We may ask for photographs or arrange for the product to be inspected by the manufacturer before confirming the appropriate remedy.

16. Export Orders

Customers returning goods from outside the United Kingdom are responsible for arranging and paying return shipping unless the goods are faulty or supplied incorrectly.

Any customs charges, import duties or taxes incurred when returning goods remain the responsibility of the customer unless otherwise agreed.

17. Consumer Rights

Nothing within this Returns & Refund Policy excludes or limits any rights you have under the:

• Consumer Rights Act 2015;
• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013; or
• any other applicable consumer protection legislation.

18. Contact Us

If you need to arrange a return or have any questions regarding this policy, please contact us.

Richard Ash Horseshoes Ltd

Witherleigh Farm

Mill Road

Barton St David

Somerset

TA11 6DF

Telephone: +44 (0)1458 850653

Email: info@richardashhorseshoes.co.uk

[i] Business Customers

Richard Ash Horseshoes supplies both consumers and trade customers, including professional farriers, equine professionals, retailers and wholesalers.

Certain provisions of our Website Terms & Conditions, Delivery Policy, Returns & Refund Policy, Privacy Policy and Cookie Policy apply only to consumers purchasing for personal use. Purchases made in the course of a trade, business, craft or profession may be subject to different legal rights and remedies.

Nothing in these policies is intended to exclude or limit any statutory rights or obligations that cannot lawfully be excluded or restricted under applicable law.

These policies should be read together with our Website Terms & Conditions. In the event of any inconsistency, the Website Terms & Conditions shall prevail except where consumer protection legislation requires otherwise.

[ii] Related Policies

• Website Terms & Conditions
• Delivery Policy
• Privacy Policy
• Cookie Policy

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