Order & Returns Information

Cancel or change an order
Return for refund
Exchange an item
Returns procedure
Returning your item
Guarantee

Change or cancel an order

Before Despatch
Until your order has entered the despatch process, you may cancel or change your order without additional charge. If you wish to change or cancel your order, please telephone our call centre team on Freephone 0800 048 0114 8am - 8pm Monday to Friday, 9am-5pm Saturday or 10am - 4pm Sundays.

After Despatch
Once your item has entered the despatch process or has been delivered to your address, you may still cancel and return your order for a refund or change your order for another item. This must be within a 14 days period from receipt of your item.

Return for Refund

You may return your item for refund within 14 days of purchase. The item should be in perfect condition and complete with the original packaging. Please see Returns Procedure for details on sending your item back to Derby House.  Any refunds made will be done using the original payment method.

Products we are unable to refund or exchange unless faulty:
Personalised and Special order items, DVD's, CD's, Videos, Underwear, Computer software. Personalised and Special order items cannot be cancelled once the order has been processed.

If you have any questions on exchanging your item please call us on Tel 0800 048 0113.

Exchange an Item

If you wish to exchange your item for another item from our range, different size fitting or other reason, you can do so within 14 days of receipt of the item. The item should be in perfect condition and complete with the original packaging. Please see Returns Procedure for details on sending your item back to Derby House.  On receipt of your item for exchange, your replacement item will be despatched back to you, the timescale for which will be dependent on available stock.

Products we are unable to refund or exchange unless faulty:
Personalised and ‘Special Order’ items, DVD's, CD's, Videos, Underwear, Computer software.
Please note that personalised and ‘Special Order’ items cannot be cancelled once the order has been processed.

If you have any questions on exchanging your item please call us on Tel 0800 048 0113.

Faulty Items
In the unlikely event that you receive a faulty item please return this item to Derby House as soon as possible with a completed returns form.  If the item becomes defective due to a fault you can also contact us to obtain appropriate return information.

Returns procedure

We hope you are pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund or exchange a product provided it is in fully resaleable condition and return it to us within 14 days. The item should be in perfect condition and complete with the original packaging. We will be happy to exchange the item if you wish or refund you the original price paid. This does not affect your statutory rights.

• Package up the item with its original packaging.
• Complete and detach the returns note which can be found at the bottom of your invoice ensuring you state whether you would like a refund or an exchange.
• Ensure you enclose the returns note in your packaged item for return.
• Send the item back to Derby House by a method arranged by yourself.  We recommend that you obtain proof of posting.

Hygiene Regulations (Important)
Due to Health and Safety regulations plus the potential hygiene issues associated with the inspection and handling of Footwear and Horse Clothing, we are unable to handle and inspect any items returned to us unless they are clean and dry (Health and Safety Act 1974).

Returning your item

You can post the return item back to us using a postal/courier service of your choice or by using the Derby House courier collection service (see below).

You are responsible for the cost of returning an item for refund or exchange unless your item is faulty. Where possible, we recommend that you obtain a proof of posting. If you are not using the Derby House courier collection service, please note that Derby House cannot be responsible for any posted items until they arrive at our returns address.

Returns Address

If you wish to return an item please complete the returns note on your invoice, include it in your parcel and post it to:

Returns Department
Derby House Saddlery
Mossy Lea Road
Wrightington
Lancashire
WN6 9RE.

Guarantee

Certain products are guaranteed for 12 months with a manufacturers guarantee, valid from the date of receipt and providing they are used in accordance with the manufacturers recommendations (fair wear and tear). If you have any questions regarding the guarantee, please ask your Derby House sales consultant when making your order. In the event of any dispute or uncertainty about the validity of the item for replacement or refund under the guarantee, Derby House reserve the right to return the item to the manufacturer for their own assessment and feedback. Please allow up to 30 days for an exchange or refund in such instances. This is an addition to your statutory rights. If you have any further questions, please contact Derby House.