Returns and Refunds Policy

At Buildabridle.com, we are committed to ensuring you are fully satisfied with your purchase. If for any reason you are not happy with your order, you can return items to us under the following terms:

1. Your Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods. If you wish to cancel your order, you must notify us in writing (by email or letter) within this 14-day period.

How to Cancel

• Email: Send an email to [email protected] with your order number, the items you wish to return, and the reason for the return.
• Phone: Call us on 01733 301 488 to speak to our customer service team.

Once you have notified us of your wish to cancel, you have a further 14 days to return the goods to us. Please ensure that the items are returned in their original condition, unused, and with all tags and packaging intact.

2. Returning Faulty or Incorrect Items

If the item you received is faulty, damaged, or incorrect, please contact us within 30 days of receiving your order. We will arrange for a replacement or full refund, including the cost of standard delivery.

How to Return Faulty or Incorrect Items

• Email: Contact us at [email protected] with your order number, details of the fault, and any relevant photographs.
• Phone: Call us on 01733 301 488 for assistance.

We will provide you with a prepaid return label for returning the faulty or incorrect items. Upon receipt and inspection of the returned item, we will process your refund or send a replacement, as per your preference.

3. Exemptions from the Right to Cancel

Certain items are exempt from the right to cancel, including:

• Custom-made or personalized bridles and parts.
• Products that have been used or show signs of use.
• Items that are not in their original condition and packaging.

If you are unsure whether your item qualifies for a return, please contact our customer service team for advice.

4. Refunds

Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your refund. If approved, your refund will be processed and applied to your original method of payment within 14 days.

Please note that refunds will cover the cost of the item(s) and standard delivery charges, but will not include any upgraded delivery services unless the return is due to our error.

5. Exchanges

If you wish to exchange an item, please return the original item to us and place a new order for the replacement item. You will be refunded for the original purchase once we receive and process the returned item.

6. How to Return Items

To return an item, please follow these steps:

1. Pack the item securely in its appropriate packaging.
2. Include your order number and a brief explanation of the reason for return.
3. Send the package to the following address:

Buildabridle Returns Department
10 Enterprise Way, 
Yaxley
Peterborough
PE7 3EH

We recommend using a tracked delivery service as we cannot be responsible for items lost in transit.

7. Contact Us

If you have any questions about our returns and refunds policy, please contact us:

• Phone: 01733 301 488
• Email: [email protected]

We are here to help and will do our best to resolve any issues as quickly as possible.