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Last updated: 17 September 2026

This policy explains how to return physical goods bought from maison-cheval.com, how to pack your return and when you will receive your refund. Contact info@maison-cheval.com before sending anything back so we can provide the correct return address and instructions.

1 About this policy

Maison Cheval is operated by MAISONCHEVAL LTD, company number 17313603, at 123 Disraeli Road, London, SW15 2DZ, England. This policy applies to consumer purchases of our equestrian goods, riding apparel and accessories.

Please read this policy alongside our Terms and Conditions and Delivery Policy. Nothing here limits rights that consumer law gives you, including any additional mandatory protection in your country of residence.

2 Your 14 day return period

If you change your mind about an eligible purchase, tell us within 14 calendar days starting the day after you or your nominated recipient receives the goods. You do not have to give a reason. You then have a further 14 calendar days from notifying us to send the goods back.

If items from one order arrive separately, the cancellation period starts the day after the last item arrives. For goods delivered in several lots or pieces, it starts after the final lot or piece. You can also cancel an eligible order before delivery.

The 14-day period concerns a change of mind. It does not limit your rights if goods are faulty, damaged or not as described. Exceptions to change-of-mind returns are explained in section 7.

3 Contact us before returning an item

Email info@maison-cheval.com before posting your return. To help us identify the purchase and give you the right instructions, please include:

Your full name and the email address used for the order.
Your order number, or other information that helps us find the purchase.
The product name, size or colour where relevant, and quantity you want to return.
The delivery date and a clear statement that you wish to return or cancel the purchase.
A description of any fault, damage or incorrect item, with photographs if available. A reason is optional if you have simply changed your mind.

Use an email address you can access and check regularly. We will send the return address and instructions to the address you provide. Check that your details are correct and tell us promptly if they change. Never send full card details, security codes or payment passwords.

We will provide the return address for your item. It may differ from our company address or the address on the original parcel, so please do not send the parcel to either unless we instruct you to do so.

Your cancellation is effective when you send a clear notice within the relevant period. You do not need our approval or a return authorisation number to exercise a statutory cancellation right. If our reply is delayed, follow up by email; we will not use our own delay in supplying return instructions to shorten or defeat your rights. You may also send a cancellation notice by post to the company address in section 1.

4 Condition of returned goods

You may inspect an item as you reasonably would in a shop to check its nature, features and function. Take care of it while it is with you. For a change-of-mind return, avoid riding in or with the item, washing it, altering it or exposing it to stable dirt, sweat or odours.

Please include accessories, removable parts, manuals and other components supplied with the item. Keep tags and original packaging where possible. Missing packaging or tags does not automatically remove your statutory cancellation right.

If handling beyond reasonable inspection has reduced the value of the goods, we may make a deduction for that actual reduction where the law permits. We will explain any deduction and its basis. We do not charge a restocking or administration fee for exercising a statutory cancellation right. These conditions do not prevent a valid claim for faulty goods.

5 How to pack your return

Pack the item carefully so it is protected during transport. Please follow these steps:

1. Check the contents. Include the item and the accessories or parts supplied with it. For a partial return, include only the products you are returning and their associated components.

2. Protect the product. Use the original product packaging if available, or suitable equivalent protection. Wrap buckles, metal fittings and other hard parts separately so they cannot scratch fabric, leather or other surfaces.

3. Use a suitable outer parcel. Choose a strong box or protective mailing bag appropriate to the item. Use a sturdy box and cushioning for rigid, heavy or fragile goods. Fill empty spaces so the item cannot move freely, and do not force it into packaging that bends or deforms it.

4. Keep it dry. Protect the goods from moisture during transit. Do not pack a damp item in a sealed bag. If it arrived wet, damaged or potentially unsafe, contact us before cleaning or repacking it so we can advise on a suitable return.

5. Add your order details. Place a note inside with your name, order number and the items being returned. Do not include sensitive payment information.

6. Seal and label the parcel. Secure all openings. Remove or cover old delivery labels and barcodes. Clearly attach the return address we provide, without sticking tape or shipping labels directly onto the product or its retail packaging.

7. Keep proof of posting. Keep the carrier receipt and any tracking details until the return is resolved. We recommend a tracked service and suitable cover for valuable items. These recommendations do not replace your statutory rights.

Do not attempt to repair a faulty item before returning it. If ordinary handling or shipping could be unsafe, tell us first so we can arrange appropriate instructions.

6 Return delivery costs

For a change-of-mind return, you pay the direct return delivery cost, provided we told you this before you bought the item. If an item cannot normally be returned by post, we will disclose the return cost or a reasonable estimate before purchase. Where we have not provided legally required return-cost information, we will bear that cost.

If goods are faulty, damaged on arrival or not as described, we cover reasonable necessary return costs. Contact us first so we can arrange an appropriate return or collection. If you need to pay an agreed postage cost, keep the receipt for reimbursement.

For an international return, follow the address and customs instructions we provide. Describe the parcel accurately as returned goods where appropriate and do not declare a false value. Duties or taxes paid directly to a customs authority may need to be reclaimed from that authority; this does not remove any amount we are legally required to reimburse.

7 Exceptions to change of mind returns

Some goods may be excluded from the change-of-mind cancellation right where the law allows. Relevant examples include goods genuinely made to your specifications or clearly personalised, and sealed goods that are unsuitable for return for health or hygiene reasons after the seal has been broken. We will explain any applicable exception before purchase.

Selecting a standard size or colour does not by itself make an item personalised. We do not apply a blanket no-return rule to sale items, riding helmets, protective equipment or goods whose ordinary packaging has been opened. Any exception must apply to the particular product and circumstances. Faulty or misdescribed goods remain covered by your statutory rights.

8 Faulty damaged or incorrect goods

If an item arrives damaged, is incorrect or develops a fault, email info@maison-cheval.com with the details listed in section 3. Please stop using anything you believe is unsafe. Photographs can help us assess the issue, but do not put yourself or your horse at risk to obtain them.

Under UK consumer law, you normally have 30 days after delivery to reject faulty goods and receive a refund. After that, you may be entitled to a repair or replacement, followed in applicable circumstances by a price reduction or refund. We will provide the remedy required by law without charging you the necessary return, repair or replacement costs.

Original packaging is not required for a faulty-goods claim. Ordinary wear, accidental damage or misuse does not by itself establish a defect, but we will assess the circumstances fairly. Your legal rights against us are separate from any manufacturer warranty.

9 Refund amounts and timing

We return refunds to the same payment method used for the purchase and in the original transaction currency. We do not require you to accept store credit. If the original method is no longer available, contact us so we can arrange a lawful alternative with your express agreement and at no additional cost.

For a change-of-mind cancellation, we refund without undue delay and no later than 14 calendar days after you notify us. If goods need to be returned and we have not offered to collect them, we may withhold the refund until we receive the goods or evidence that you sent them back, whichever happens first. In that case, the refund will be made no later than 14 calendar days after that earlier event. We do not add a separate inspection period to this deadline.

If you cancel the whole order, we refund the amount paid for the goods and the cost of the least expensive standard delivery option offered for that order. Any extra amount you chose to pay for a premium delivery service does not have to be refunded. For a partial return, we refund the returned items and any delivery charge refundable under applicable law.

For discounted items, the refund is based on the price actually paid. Any order-wide discount is allocated fairly across the affected products. We make only deductions permitted by law, as explained in section 4.

For faulty goods that you are entitled to reject for a refund, we refund without undue delay and within 14 calendar days of agreeing that you are entitled to it. Other statutory remedies and deadlines continue to apply.

Payments and refunds are processed through our third-party payment provider. Your bank or provider may need additional time to display the credit after we issue it. If the refund is missing, contact us and we can provide confirmation to help trace it. Currency conversion by your bank may affect the amount shown in your account currency; we do not charge our own refund processing fee.

10 Exchanges and orders not yet delivered

For a different size, colour or product, contact us to discuss the options. An exchange depends on availability and may be handled as a return followed by a new order. We will explain any price difference before you agree. You do not have to accept an exchange instead of a refund you are entitled to receive.

If your order has not arrived, contact us promptly to request cancellation or changes. We will try to stop dispatch where possible, but may be unable to intercept a parcel already in transit. Refusing delivery or leaving a parcel uncollected is not a substitute for sending us a clear cancellation notice.

11 Contact details

MAISONCHEVAL LTD

Company number 17313603

123 Disraeli Road

London SW15 2DZ

England

Email: info@maison-cheval.com

12 Optional cancellation form

You may use the form below to cancel an eligible purchase, but you do not have to. Any clear statement of cancellation is sufficient. Email the completed details to info@maison-cheval.com or send them by post to the company address above. This form is a cancellation notice, not a parcel shipping label.

To: MAISONCHEVAL LTD, 123 Disraeli Road, London, SW15 2DZ, England; info@maison-cheval.com

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods:

Goods: ______________________________________________________

Order number, if available: _____________________________________

Ordered on [*] / received on [*]: _________________________________

Name of consumer(s): __________________________________________

Address of consumer(s): ________________________________________

Signature of consumer(s), only if sent on paper: _____________________

Date: _______________________________________________________

[*] Delete as appropriate.

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