Returns, Exchanges and Complaints
RETURNS, EXCHANGES & COMPLAINTS
Customer satisfaction is our goal at Brillare, we strive to provide you with the high level of quality you have come to expect. If however, you are not completely satisfied with an item purchased from www.brillareequine.co.uk you may return it to us within 14 days of receiving your order for either an exchange or a refund.
All products returned must be in a clean and dry condition in compliance with the Health & Safety Act. We reserve the right to delay or refuse to process items that arrive in unacceptable condition.
We will endeavor to process your return within 24 to 48 hours of receipt, however, this is not guaranteed. It will be no more than 5 working days from receipt in exceptionally busy periods.
Returned goods are your responsibility until they are received by us, we strongly recommend you obtain proof of postage and use a trackable service. Please ensure the goods are packaged sufficiently and that they cannot be damaged during transit to us.
Refunds will be made for any items returned (at the customer’s expense) which are in a resalable condition, undamaged, in original packaging and unused within 14 days of receiving the order. We reserve the right to make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you, i.e. if the item is dirty or damaged and not fully resalable. The percentage of the value withheld from the refund will be determined by us dependent upon the degree of damage or dirt. We will offer to return the item to you or withhold this value from the refund.
If a promotional voucher has been used against the goods returned this will be deducted from the refund, if the voucher was used on multiple items to make the value over £50 and only 1 item is returned we will deduct 50% of the voucher value from the product returned for a refund.
Any free products supplied as part of the product purchase must be returned with the product, otherwise, we may deduct the full list price of the missing items from any refund.
Refunds will be made back to the original method of payment.
Exchanges will be made for any items returned (at the customer’s expense) which are in a resalable condition, undamaged, in original packaging and unused within 14 days of receiving the order. Postage and packaging is free on UK mainland for exchanges to be sent out. Countries off mainland UK will be charged postal rates on exchanges to be sent back out.
Any exchanges or replacements will be delivered to the delivery address on the original invoice unless stated otherwise on the returns form.
We strongly recommend you obtain proof of postage and use a trackable service. Please ensure the goods are packaged sufficiently and that they cannot be damaged during transit to us.
Please return all goods for refunds or exchanges back to...
4 Oast Cottages
We offer a 1-year manufacturing guarantee on all items from the invoice date. This covers any manufacturing issue that may be present in a product, it does not cover damage through use, excessive wear and general wear and tear. Proof of purchase must be provided, we do not accept responsibility for products sold to a third party.
Goods becoming damaged in your opinion through defective materials or poor workmanship should be returned for inspection immediately. Under no circumstances should items be continued to be used when damaged, as you will be deemed to have accepted the goods in their damaged condition. Accidental damage and general wear and tear are not covered. Postage fees will be reimbursed for justified damages.
Products sold through approved retailers.
Products sold that are deemed to be faulty must be returned to the retailer who originally sold the product. The retailer will then follow the terms of our trading agreement.