We hope you are happy with your Stubben and John Whitaker items, but in the event you wish to make a return, please see our policy details below:-
If you wish to cancel your order before it has been despatched, please phone us on 01379 588472 as soon as possible. There will be no charge if the item has not yet been sent and we will refund your payment.
If you no longer want your item and it remains unopened and unused you may return it within 14 calendar days of receipt for a full refund. You are responsible for the costs of postage to return the item to us and this will not be refunded. Please contact us either via the 'contact' form or by e-mail email@example.com with reason for return and to request a returns number before sending.
If your item has been damaged during transit, is defective or incorrectly advertised you may return your purchase within 28 days of the date you received the item. We will issue a full refund including postage costs or provide a replacement at no additional cost.
DUE TO SAFETY REASONS RIDING HATS MAY NOT BE RETURNED UNLESS FAULTY.
Returned items must be returned in the original packaging and in perfect condition, unused and unworn. Refunds cannot be given if the item is not in saleable condition as new. Please be aware of this when trying on items and do not do up buckles etc on leather work unless you are sure the item is suitable as it leaves a mark and cannot then be resold as new. Rugs must be completely clean and hair free, please try on over another clean rug only.
If you wish to exchange an item that is neither faulty nor incorrectly supplied postage must be paid by yourself to return the item and you will be charged postage at cost to send out a replacement.
Distance Selling Regulations
If your order has been placed via the telephone or internet, under the Distance Selling Regulations, you have a statutory right to cancel your order and receive a full refund for any home delivery item. This does not include CDs, DVDs or software that have been opened/unsealed.
To ensure you are refunded the total cost for the products including the original carriage you must contact us at firstname.lastname@example.org or write to our address below within 14 calendar days of receipt. Any additional carriage costs you requested over and above the standard service (eg express delivery) will not be refunded. You will be responsible for the cost of returning the items to us and must take good care of the goods whilst they are in your possession.
*This does not apply to part order cancellations.
When you send your item back to us, within 3-5 days of receipt we will process the returned item and make a payment back to the credit card or debit card you originally paid with.