Aivly Country Store Ltd – Returns Policy

General Return Conditions
To be eligible for a return:
Items must be unused, unworn, unsoiled, with tags attached, and in original packaging.
A receipt or proof of purchase, and your Order Number are required.
Items returned with strong odours (e.g., cooking smells, cigarette smoke, perfume) will not qualify for refund, exchange, or store credit.
All returns are inspected by our Returns Department.

Damages and Issues
Inspect your order upon receipt and contact us immediately if it is damaged, defective, or incorrect.
Email photos and details to [email protected] so we can resolve the issue promptly.

Returning for Other Reasons
If your item is the wrong size, colour, or no longer required, you have 28 days from receipt to return it.
Complete the Returns Form included in your parcel and send it with the item to:

Returns Department
Aivly Country Store Ltd
Crow Lane, Ringwood, Hampshire, BH24 3EA

Return postage costs are your responsibility, unless the item is deemed faulty by a member of our staff (in which case we will send out a label).
Refunds are processed to your original payment method within 3–5 business days after inspection. Please note bank processing times may vary.
Refunds are for the item cost only; postage is not reimbursed.

Important Notes
Goods returned are your responsibility until received by us. If you are posting your item(s) back to us, we recommend using a tracked service and obtaining proof of postage.
Refunds are processed Monday–Friday only.
We reserve the right to limit refunds at our discretion.

Exceptions / Non-Returnable Items
Unless faulty, the following cannot be returned or exchanged:

Safety Wear (riding hats, skulls, air jackets, body protectors) - fitted in-store only.
Bits - non-returnable for hygiene reasons.
Animal feed and bedding - unless unopened and in-date.
Items not clean and dry (due to Health & Safety regulations).

Exchanges
Exchanges are allowed for accepted returns both in-store and online.
You are responsible for all shipping costs for exchanges.

Contact
For any queries, email [email protected] or call 01425 472341.

Updated 2025