RETURNS
Our returns policy lasts 30 days from date of delivery, 14 Days for a refund, 30 days for an exchange. We are unfortunatly unable to offer a refund or exchange once this time frame has been exceeded.
To be eligible for a return, your item must be unused, unworn, undamaged and in the same condition that you received it. It must also be in the original packaging with all tags and labels attached so that the item may be re-sold.
For ALL returns, whether a general, unwanted item return or in the case of a faulty or damaged item. Please contact customer services in the first instance by emailsales@townheadpetnpony.co.uk as this will be quickest for a responsealternatively, you can telephone us on 01764 660200. Please bear in mind when phoning us that we can be quite busy at peak times. (you may get the answer phone, our phone system will ring and then go to answerphone even if we are already on a call) If you do get the answer phone leave a message & we will call you back as soon as possible. Please do not return any item(s) without letting us know.
Return Address: 162 High St, Auchterarder, PH3 1AD
(Please do make us aware if you're sending an item back)
Please do not send your purchase back to the manufacturer. In the case of faulty goods or damage, we have to receive authorisation from the manufacturers prior to return.
Several types of goods are exempt from being returned. Perishable goods such as food, supplements, treats, creams and lotions cannot be returned once opened.
Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items
There are certain situations where only partial refunds are granted: (if applicable)
Book with obvious signs of use
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery.
Refunds (if applicable)
General returns are at the expense of the purchaser: i.e you are responsible for the cost of returning the item and the goods remain your property until they are recieved back with us ( this is logged with a time / date at our premesis when delivered). We STRONGLY reccomend that items are returned using a fully tracked and insured service, as the goods, if lost in transit by the courier, remain YOUR responsibility. We accept no liability for any returns lost or damaged by a courier whilst in transit.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If the return is approved, your refund will be processed within 1 working day via the original method of payment.
Please allow up to 7 Working days for the credit to appear on your account.
Late or missing refunds (if applicable)
If you haven’t received a refund after the stated mimimum period for processing with your payment provider or bank, please, in the first instance, contact your credit card company or bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund after the above time period, please contact us either by phone or email
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged after we have recieved authorisation form the item manufacturer. Please contact us in the first instance either by phone or email and we can then begin the faulty goods procedure.
Exchanges.
If you need to exchange your purchase for a different size or colour, we are more than happy to accomodate, providing we have a suitable exchange item in stock. Please contact us via telephone or email in the first instance - BEFORE returning the goods and we can appraise and tailor your exxhange to suit the stock or re-order position.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
Shipping
To return your product please contact us first either via phone or email so we can log and expect your returning item. We will give you all the return address cetails at this time.
As previously stated (see RETURNS section above). You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you are returning goods that are faulty or damaged, once we have recieved authorisation from the manufacturer, we will either facilitate return of goods directly to the manufacturer - at no cost to you, or the manufacturer will not require the item return and will conduct the faulty goods claim via photographic evidence.