Damages and issues
Please inspect your order immediately upon receipt and contact us immediately if the item has been damaged in transit, is defective, or if you receive the wrong item. Please take photos and email them to [email protected] so that we can evaluate the situation and make put matters right for you.
Returning for another reason
Should your item prove to be the wrong size or an unexpected colour, we have a 28-day return policy. Which means you have a 28 day window after receiving your item to complete the Return Form and return the item to us.
Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase including your Order number handy. If you are posting any item back to us you are responsible for paying the postage unless the item is faulty in which case this cost will be credited. If purchased via the website items need to have been paid for by a UK based provider such as MasterCard, Visa, Maestro, PayPal and Klarna. Some items are non-returnable an these are detailed below.
Included in your parcel is a Returns Form for you complete. Please complete the Returns Form stating the item you wish to return, the Order reference and the reason for return.
Return postage costs are your responsibilty unless the item is faulty. Send the parcel including your item and the Returns Form, back to:
Returns Department, Aivly Country Store Ltd, Crow Lane, Ringwood, Hampshire, BH24 3EA.
Once we have received the item back and inspected it we will notify you of your refund. If approved, you’ll be automatically refunded on your original payment method. Should the item be faulty we will cover the return postage. If the item was ordered in error, or is simply no longer required, you would cover the postage cost of returning the item to Aivly. Please remember it can take some time for your bank or credit card company to process the refund so please allow 3-5 business days. We do not have any control over this.
All goods returned will be fully inspected for damage or wear and tear. In extreme cases we reserve the right to return goods to our suppliers for assessment. In these circumstances up to 30 days may be required for a refund to take place.
If there are any issues or queries please email returns@aivly.com
We reserve the right to limit refunds at our discretion.
Return an item bought in store
If you have bought an item in store and wish to return it you can return it to us in store. Bring your receipt or proof of payment with you and proceed to the till area. If your return is accepted we will then offer you a refund or an exchange. If you decide to exchange, you'll get a new proof of purchase.
Exceptions / non-returnable items
Safety Wear - Non-refundable items include all items of safety wear (including hats, body protectors and air jackets) For this reason they are ONLY sold in store where they can be expertly fitted. Once they have left the store with you their integrity becomes your responsibility.
Bits - Please make sure you select the right bit size for your horse as bits are non-returnable for hygiene reasons.
Animal feed and bedding cannot be returned, unless unopened and the product is still in date.
Underwear - We are unable to accept returns of underwear, and clothing which has been worn.
Hygiene Regulations
Due to the Health and Safety regulations (Health and Safety at Work Act 1974) we are unable to handle or inspect any item of footwear or horse clothing, unless it is clean and dry.
Exchanges
We allow exchanges on items that have been accepted for return both in store and online if a refund is not sufficient.
You can always contact us regarding returns questions at [email protected]
Updated May 2022