Returns & Refunds

We want you to be completely happy with your purchase. If something isn't right, we're here to sort it out.

Our Returns Policy

We offer hassle-free returns and exchanges on all orders, provided:

• The item is returned within 90 days of receiving your order
• The product and packaging are in their original, unused condition
• The item was not a customised product or a gift card

To start a return or exchange, contact us at sales@activeequine.ie before sending anything back and we'll confirm the return details and address.

Please note that return shipping is at your cost.

Your EU Consumer Rights — 14-Day Right of Withdrawal

As an EU-based customer, you also have a statutory right to withdraw from your purchase within 14 days of receiving your order, without needing to give a reason. This is your right under EU consumer law, regardless of our own returns policy.

To exercise your right of withdrawal, notify us at sales@activeequine.ie within 14 days of receiving your order. You then have a further 14 days to return the goods to us.

Return shipping is at your cost.

Exceptions to the right of withdrawal:

• Customised or personalised products made to your specification

Sale Items

Under EU law, your 14-day right of withdrawal applies to sale items. After the 14-day statutory period, our standard policy applies and sale items are not eligible for a change-of-mind return unless there is a manufacturing fault.

Customised Products

We cannot accept change-of-mind returns on customised products unless there is a manufacturing fault. Please double-check all details before placing your order. If you have any questions beforehand, get in touch — we're always happy to help.

Faulty or Incorrect Items

If your item arrives faulty, damaged, or not as described, you are entitled to a repair, replacement or full refund under the EU Sale of Consumer Goods Directive. You have a two-year statutory guarantee on all goods purchased from Active Equine Ireland.

Please contact us at sales@activeequine.ie with your order number and a description or photo of the issue and we'll resolve it promptly.

Refunds

Once we receive and inspect your returned item, we will notify you by email. Refunds are processed within 14 days of receiving the returned goods, back to your original payment method.

Exchanges

You're welcome to exchange for a different size (the only exception to this is if it was a sale item and the style is now sold out). Contact us at sales@activeequine.ie to start an exchange and we'll confirm the return details.

Please note that return shipping is at the customer's expense. We will provide an invoice for the outbound exchange shipping before sending your new item.

Return Shipping

Return shipping costs are the responsibility of the customer unless the item is faulty, damaged, or not as described.

We strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot process refunds for items lost or significantly delayed in transit.

Please send returns to:

Active Equine Ireland Returns, Unit 4044, Kingswood Ave, Brownsbarn, Dublin 24, D24 T6YE, Ireland

Gifts

If an item was marked as a gift at checkout and shipped directly to you, you will receive a gift credit for the value of the return once the item is received. If the order was shipped to the gift giver first, the refund will be returned to the original purchaser.

Contact

Email: sales@activeequine.ie We aim to respond to all enquiries within one business day.