Torne Valley are now happy to offer free returns through one of our couriers, please continue to read below on how to arrange a free return.
We understand that from time to time you may wish to return a product to us. We have created this 14-day returns policy to enable you to return products to us in appropriate circumstances.
This returns policy applies to customers in England and Wales/irrespective of your geographical location.
This policy does not affect any statutory rights you may have (such as consumer rights under the Consumer Protection (Distance Selling) Regulations 2000).
Where you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us where:
we receive the returned product within 14 days following the date of delivery of the product;
the returned product is unused, in its original unopened packaging (with any seal or shrink-wrap intact), with any labels still attached, and otherwise in a condition enabling us to sell the product as new;
you comply with the returns procedure set out below; and
none of the exclusions set out below apply.
FREE RETURN PROCEDURE*
In order to take advantage of your rights under this returns policy, you must:
Visit your account and go into the 'Order History and Details' section.
From here select the 'Details' button on the order which includes the item you wish to return.
Scroll to just below your addresses, here you will find a list of items which were contained in your order.
When you have found what you wish to return, select the tick box to the left of the item and enter a description as to why you wish to return the item. Enter any defects if any. Once these two steps have been completed, select the 'Make an RMA Slip' button.
Once we have validated the return, you will receive an email stating we are waiting for the package to be returned to us.
We will then be in contact to arrange a free return of your item to us through one of our couriers, DPD or UK Mail.
When we have received the package, we will update you again, and then inform you when the return has been accepted and refunded.
*Please be aware that if a return is over 30kg and over 1m in length it will not qualify for the free returns procedure. Items which were collected with click and collect, palletised items and heavy machinery are also exempt from the free return policy.
The following kinds of products may not be returned under this policy:
Riding hats, Body Protectors, Horse Bits;
any other products liable to deteriorate within the period set out in Section 2 and 3 above;
any product made to your specification;
any product made to order;
DAMAGED, DEFECTIVE, INCORRECTLY SENT, INCORRECTLY ADVERTISED ITEMS
In the unlikely event that you receive goods which were not what you ordered or which are damaged or defective, or are of a different quantity to that stated on your order form, Torne Valley shall make good any shortage or non-delivery, replace or repair any damaged or defective goods, or refund to you the amount you paid for the goods in question. Please follow contact Torne Valley by email or phone. Please notify Torne Valley of the problem in writing as soon as possible and preferably within 10 working days of delivery of the goods. NOTHING IN THIS CLAUSE AFFECTS YOUR STATUTORY RIGHTS.
Multi-buy items: Main or qualifying multi-buy items can be returned to us if they are damaged or defective. We are able to offer you a replacement for any qualifying multi-buy items. Due to the nature of these promotions, we cannot offer you a refund for the main or qualifying item alone.
Test of returned items: We test every single return. If a returned item is found not to be faulty by us, we will return the item to you and you will be liable for the postage. We will not refund postage for items found to be in good working order. We are not responsible for incompatibilities of goods purchased and it is the responsibility of the customer to ensure they buy the correct item or model, If you have any doubts please contact us in the first instance.
We will send you a refund for the full price of any product properly returned by you in accordance with the terms of this returns policy (excluding the original delivery charges and excluding the costs of returning the product to us).
We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
We will process the refund due to you as soon as possible and, in any event, within 30 days of the day we received your returned product.