Returns Policy

Our Returns Promise

We want you to be completely happy with every purchase from New Forest Country Store. If something isn't right, we'll do our best to put it right quickly and fairly. Please read the information below carefully before sending anything back to us.

Return Eligibility

To be eligible for a return, items must meet all of the following conditions:

• Unused, unworn and unsoiled
• All original tags still attached
• In original, undamaged packaging
• Accompanied by your receipt or proof of purchase and your order number

Please note: items returned with strong odours, including cigarette smoke, cooking smells or heavy perfume, will not be accepted for refund, exchange or store credit. All returns are inspected by our team upon receipt.

Damaged, Defective or Incorrect Items

Please inspect your order as soon as it arrives. If your item is damaged, defective, or not what you ordered, please contact us as quickly as possible — ideally within 48 hours of receipt.

Email us at hello@newforestcountrystore.co.uk with your order number, a description of the issue, and clear photographs wherever possible. We will resolve the matter promptly, at no additional cost to you, either by replacement, exchange or full refund as appropriate.

Returns for Change of Mind or Wrong Size

If your item is the wrong size, colour, or simply no longer required, you have 28 days from the date of receipt to return it to us, provided it meets the eligibility conditions above.

How to Return

Simply package your item securely and send it, along with a completed returns note (including your name, order number and reason for return), to:

Return postage is your responsibility unless the item has been confirmed as faulty by a member of our team, in which case we will provide a prepaid returns label.

We strongly recommend using a tracked postal service and retaining proof of postage. Goods remain your responsibility until safely received by us.

Refunds

Once your return has been received and inspected, we will process your refund to the original payment method within 3 to 5 working days. Please note that your bank or card provider may take additional time to process the credit to your account.

• Refunds are processed Monday to Friday only.
• Refunds cover the cost of the item only — original postage charges are not refundable.
• We reserve the right to refuse a refund where items do not meet our return eligibility conditions.

Exchanges

We are happy to exchange eligible returned items for a different size, colour or product, both in-store and for online orders. All shipping costs associated with an exchange are your responsibility.

To request an exchange, please include details of the replacement item you would like with your return. We will contact you to confirm availability and arrange any difference in cost or postage before dispatching the replacement.

Non-Returnable Items

For health, safety and hygiene reasons, the following items cannot be returned or exchanged unless they are confirmed as faulty:

• Safety equipment — riding hats, skull caps, air jackets and body protectors. These items are fitted and assessed in-store and cannot be returned once worn or used.
• Bits and mouthpieces — non-returnable for hygiene reasons.
• Animal feed and bedding — unless the packaging is completely unopened, undamaged and the product is within date.
• Any item that is not returned clean and dry — for health and safety reasons we are unable to accept soiled or damp returns.

Local Delivery Orders

For items ordered through our local delivery service, please contact us by phone on 01425 201301 or by email at hello@newforestcountrystore.co.uk to discuss your return before sending anything back. We will arrange collection or advise on the best way to return the item depending on its size and weight.

New Forest Country Store Ltd  ·  Version 1.0  ·  Effective June 2026  ·  Subject to periodic review