Refunds and Exchanges
Refunds and Exchanges from Complete Rider .At Newbury Supplies Ltd T/As Complete Rider we're committed to selling high-quality products we hope you'll enjoy using but we also know that, for one reason or another, there may be a time when you need to exchange or return something you've bought.
Please make sure that you check your items carefully before they are used or installed. We also recommend that you keep your receipt or order number, which can be found on your order confirmation or on the delivery packaging, as you might need it as proof of purchase in the event of any after-sales queries.
If I change my mind...
Within 30 days
Most things we sell are covered by our 30-day money-back guarantee, so just return them to us unused, in their original undamaged packaging, in a saleable condition including all tags and labels, with your receipt and we’ll give you a refund.
We will not refund if the items are returned worn, tags have been removed or products have been damaged.
All footwear must be returned within the postal box that it arrived in (or a box of your choice) ensuring that the products box remains undamaged.
If you don't have your receipt, as long as you have a proof of purchase we'll exchange the item or give you a refund with vouchers.
If you'd like to return something we've delivered, just call us on 03333660757, your order number will count as your receipt.
We're sorry but some items like food, health or items that come into contact with your animal or pet can't be exchanged or refunded for hygiene and safety reasons, unless they're faulty.
If your product(s) have qualified for a free Complete Rider giftcard and you return them under our 30-day-money-back-guarantee, the free Complete Rider gift card must be returned.
If the qualifying products aren't returned then the Complete Rider Giftcard amount will be deducted from the money refunded.
Our 30-day money-back guarantee does not affect your statutory rights.
If there's a fault with the product...
We've made it easier!
If you return to us within 30 days with your proof of purchase, we'll give you a replacement or a refund.
Please note that Rug / Sheets and horse wear items, Riding Helmets / Hats or items that can be worn if worn by your animal DO NOT qualify for returns or refunds.
This does not affect your statutory rights.
We reserve the right where any items that are damaged, whether that be the item itself or the packaging or items with missing packaging will be subject to a restocking fee of £25.00 or for items that cost less than £50.00 a fee of 25% will be applied.
Proof of damage or missing packaging will be supplied upon request. Any items returned that have anything stuck to them (i.e. the invoice is stuck to the box using tape) will incur the restocking fee as above.
Goods returned for refund are subject to a charge of 15% of the goods value as a handling fee.
Newbury Supplies Ltd T/As Complete Rider take no responsibility for items posted to or from our clients relating to damage to items or packaging and it is the customers responsibility to repackage the item for return.
We take no responsibility for Items posted to us without being recorded or a signature requested upon delivery and should any items go missing in transit we will not process a refund unless it can be proved that the item has been delivered to us directly at our trading premises (i.e. by hand).
For all footwear returns, Complete Rider charge £4.99 to cover the cost of postage in returning your item, this will be requested via paypal or card payment request.
Our full terms and conditions can be found on the Orders and Refunds Page.