We want you to be delighted with your purchase. Here are a few common queries that new customers have raised:
It's not what I expected, can I return it?
We believe that you will be delighted with your order but there may be occasions where you feel it necessary to return an item.
If you wish to return any or all of the items from your order, for any reason, you must notify us within 14 days of receipt of the goods. All goods must be returned to us complete with their original, undamaged packaging & documentation for a refund within 14 days of notifying us of your intent to return the goods. Please note we do not refund postage for any items. Please contact us by email at firstname.lastname@example.org to inform us of your wish to return the goods. Goods are not sold on a trial basis
If you have bought a grooming or cleaning product, started to use the product and then feel it isn’t suitable, you can return it, but please note that we will not refund any product that has less than approximately 80% of the volume remaining. We are happy to offer you an exchange; however, you will need to pay the additional postage costs for the replacement item. These items will not be sent out until full postage costs have been received.
It is important that items of clothing that are not wanted are returned to us in a re-saleable condition. We’d expect this to mean that you’ve kept all original packaging and labels, that it’s undamaged, no make-up marks/stains and the item is unused. A £4 washing and repacking charge will be deducted from any refunds if any of these rules are not adhered to.
When purchasing clothing please ensure you have the correct size as we cannot replace items where seems that have been split due to being over stretched.
Health and Hygiene
In accordance with the Health and Safety at Work Act 1974 with the inspection of horse clothing we can only accept items returned to us if they are clean and dry.
You are responsible for the goods until they are restored to us, and must ensure you take reasonable care of them, returning them to us at your expense. If in doubt, please phone or email for advice before returning an item to us. We strongly recommend that all returns are registered and insured when sent as we unable to compensate for lost or damaged parcels.
Our return address is EcoGreen Equestrian, Eco House 9 Hayes Drive, Northwich, Cheshire, CW8 4JX
Once we receive all the returned items, we will refund your original purchase method and you will be notified by email that this has been done. This is usually done within 5 days of receiving the returned goods back.
Please note for goods that have been used or where labels have been torn, tags (if applicable) have been removed at no fault to us so overall the value of the goods have been diminished. We will be within our rights to refuse the returned goods and they will be sent back to the customer at their own expense or a re-stocking fee will be charged up to the value to rectify the damage.
Faulty Goods – In the unlikely event your ordered goods are faulty please contact EcoGreen Equestrian by email email@example.com to inform us. We will endeavour to rectify the situation straightaway and will arrange a replacement or refund depending on the situation once the goods have been returned. We will always work with you and the manufacturer whose warranty is in place to achieve a satisfactory solution to any faults you may have for a period of 12 months after purchase.
Non-delivery of Goods – Your order will be sent out within 24 hours of the company receiving it. An email is sent to the email address provided. If you haven’t received your delivery within 10 working days of this email please notify us immediately, so that we can investigate the reasons for the non-delivery. Your statutory rights remain unaffected.
At EcoGreen Equestrian we aim to provide a high level of customer satisfaction both with our products and the service we offer. If you have a complaint or would like to advise us of proactive ways to increase our high levels of customer service please email firstname.lastname@example.org or write to us at…
EcoGreen Equestrian, Eco House 9 Hayes Drive, Northwich, Cheshire, CW8 4JX
Do you offer FREE Yard visits?
Yes, we do! We will happily bring the shop out to you (UK). Simply send us an email on email@example.com contact us via our social media pages or give us a call on free phone 0800 130 3438 and we’ll book you a slot in the diary.
Can I speak to a real person rather than just order online?
Of course you can! We love to speak with our customers, please call us free on 0800 130 3438.
Do you deliver to Ireland, Isle of Man and other countries?
EcoGreen Equestrian do ship overseas. As delivery costs vary between countries please email us on firstname.lastname@example.org or call us on freephone 0800 130 3438 to discuss your equestrian supplies requirements and the various shipping options and costs available.
How long will it take before I get my products?
We aim to send your order on the same day we receive it.
For all orders under 2kg in weight we send with Royal Mail, please allow 1-3 days for delivery. For orders over 2kg we send with My Hermes, UPS or DHL, please allow 1-4 days for delivery. We will send you an email with delivery details once your order has been placed.
Shipping cost for international orders is based on weight and we will either use Royal Mail International Tracked and Signed or UPS Courier Service if your order weighs over 2kgs. Please email us on email@example.com to discuss your requirements.
Magnetic Rugs, Neck Pieces & Dog Coats : Orders for these are sent out directly from the manufacturer, if received before 2pm will be processed the same working day. Orders after 2pm will be processed the next working day. Delivery may take up to 2 working days for the Scottish Highlands and the Channel Islands. Orders placed on Friday before 2pm will be delivered on Monday (excluding the Scottish Highlands & Islands, please allow up to 2 working days). Orders placed on Friday after 2pm will be delivered on Tuesday (excluding the Scottish Highlands & Islands)
Will I need to try any of the products on my horse first?
All grooming and cleaning products are plant based however as with any new product we would always advise to do a patch test first.
For those horses not used to magnetic therapy we advise to use them for a couple of hours a day over a week in order for them to become acclimatised to them.
Why don't you stock products in Sugarcane bottles?
Whilst sugarcane bottles are a great concept, the fertilisers and equipment used to harvest the cane is actually just as bad for the environment.
Despite sugarcane bottles being 100% recyclable, they aren’t actually recognised by many recycling plants and so are sent to landfill anyway – where they take just as long to break down!
If you want to find out more about our packaging, head to our blog post on EcoGreen packaging here.