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Returns 

To ensure the highest quality of service and comfort for our customers, you have 14 days to decide and return the product. To withdraw from the contract and return the product purchased from us, please fill out the form and send it to our address along with the returned product(s).

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Return address:

Poland, 61-544 Poznań, ul. 28 czerwca 1956 r. 129/3
+48 574 778 859

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Note! Returns are only accepted if sent by mail with the completed return form.

If you are unable to fill out the form, please send an email to equestria.poland@gmail.com.

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  • We do not accept returns sent to us by cash on delivery.

  • The returned goods must not show signs of use, except for what is necessary to determine their nature, features, and functionality (e.g., if we want to try on clothing, we do not cut off the tag. Please return the item in the same condition you received it).

  • The following products cannot be returned: feed, supplements, and care products*

  • *Returns of medicinal products are only possible in the case of a quality defect or incorrect issue.

  • Return shipping costs are to be covered by the buyer.

  • Refunds will be sent to the bank account number provided in the form within 10 days.

  • In the case of returns of products purchased with vouchers or gift cards, the refund will apply only to the actual amount paid in cash or by card.

  • We do not accept returns of saddles purchased from us that have been used for fitting or test riding, except for those marked with a TEST marker.

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Exchange

We allow consumers to exchange goods under the conditions specified below.

  • If you wish to exchange an item, please contact us to check if the item in a different size or color is available.

  • The right to withdraw from the contract expires 14 days after the day you took possession of the item or the day a third party, other than the carrier, indicated by you, took possession of the item.

  • To exercise the right of withdrawal or exchange, you must inform us of your decision to withdraw from the contract and your desire to exchange the item for another—via email or phone.

  • In the case of an exchange, the buyer bears the shipping costs.

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Complaint

Complaints regarding products can be submitted:
by email: equestria.poland@gmail.com

Please send the product being complained about to the above address.

The complaint should include:

  • A description of the issue – the type and date of the defect or non-compliance with the contract.

  • A request – e.g., repair, replacement, price reduction, or withdrawal from the contract.

  • Contact details – to facilitate the process.

You may attach evidence (e.g., photos, documents).

The response time for a complaint is within 14 calendar days.

Complaints are governed by the Civil Code, the Consumer Rights Act, and the Act on the Provision of Electronic Services.

Seller's Liability:

  • Statutory liability – arising from the regulations and cannot be excluded for consumers.

  • Contractual liability (warranty) – additional responsibility, e.g., by the manufacturer, regulated by the warranty card.

Specific rules depend on the type of product and the date of the agreement.

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