Sprenger FIT EXTRA GRIP spurs with Balkenhol fastening

At a glance

• 30 days to return most items from delivery
• 10-day trial on used saddles - ride them in, send them back if the fit isn't right
• Damaged or wrong item? We cover the return shipping
• Made-to-order items (custom saddles, custom horsebox builds, monogrammed leatherwork) are non-returnable except for manufacturing defects

Any questions, get in touch: email info@equijumpltd.com, call +353 86 315 0836, or use the chat (bottom right on every page).

How to start a return

Most returns are submitted self-serve from your customer account.

1. Sign into your customer account at equijumpltd.com/account. You'll be prompted to verify with whichever method is linked to your email - a six-digit code by email, Sign in with Shop, or a social sign-in if you've set one up.
2. Open the order you want to return.
3. Select the items you want to return.
4. Choose a return reason and add a note for us.
5. Click Submit request.

If your request is approved and requires shipping, you'll receive an email with shipping instructions. Please follow those instructions exactly - especially the customs declaration steps for international returns. Parcels that arrive without the right paperwork can be held by customs, which delays your refund.

Once the item is back with us and passes inspection, we issue your refund.

What you can return

30-day window

You have 30 days from delivery to request a return on most items.

To be eligible:

• Item must be in original condition with tags and packaging intact where applicable
• Saddles and leatherwork must not show signs of use beyond a trial fitting
• Items must be securely repackaged for the return journey

10-day saddle trial (used saddles)

Used saddles ship on a 10-day in-saddle trial:

• Pay through our secure trial process - we hold the payment, the sale only completes after the trial period
• Ride the saddle on your horse for up to 10 days
• Photos of the horse and rider while testing are useful - they help us suggest alternatives if the fit isn't right
• If the saddle suits, do nothing - the trial completes automatically on day 10 and the payment is released
• If it doesn't suit, ship it back to us before the trial ends and the payment is released back to your card

This is one of the best parts of buying a used saddle from us - no commitment until you've actually ridden in it.

Whether you're considering a new or used saddle, in-person saddle fittings with our saddle specialist are free and by appointment. Get in touch to book.

Items that cannot be returned

• Hygiene-sensitive products (supplements, conditioners, mouthpieces) once opened
• Sale items and gift cards
• Made-to-order or special-order items (see Made-to-order and custom items below)

Return shipping costs

For change-of-mind or sizing returns, the customer pays return shipping. We're a family-run shop and we keep prices keen by not building free-returns insurance into every item. We recommend DHL or another trackable carrier - returns are your responsibility until they arrive back with us.

If we sent the wrong item or it arrived damaged, we cover the return shipping. See Damaged or wrong items below.

Damaged or wrong items

If your order arrives damaged or contains the wrong item, we'll arrange a replacement or refund and cover the return shipping ourselves.

Before you accept the delivery

Inspect the outer packaging with the courier present. If the box is visibly damaged, crushed, or has been opened, note it on the courier's delivery sheet before signing, or refuse the delivery. This makes any claim with the carrier much smoother for everyone.

After you accept the delivery

Report damage, shortages, or wrong items within 48 hours of delivery:

1. Email info@equijumpltd.com
2. Include your order number and a photo of the packaging and the affected items
3. We'll arrange a replacement or refund - whichever you prefer

For warranty claims on manufacturing defects discovered later (saddle stitching, bridle leather, horsebox components), get in touch the same way. Most brands we carry honour their warranties through us.

International returns

For items returning from outside Ireland, you arrange the return shipping with a trackable carrier (DHL or comparable).

United States

Any US import duty that Equijump pre-paid on your behalf via DHL Delivered Duty Paid is paid directly to US Customs at the time of clearance. That portion is not refundable to us, so we cannot refund it to you. Your product price is refunded in full - the duty paid to US Customs is not. This is a constraint of the DDP shipping model, not a fee we keep.

United Kingdom

We refund the product price and UK VAT in full. If import duty applied on your order, we'll confirm at the time of return whether that portion is recoverable.

European Union

If the order shipped within the EU, VAT is refunded with the product price in the normal way.

Customs paperwork on returns

If you need help declaring the parcel as "returned goods" so you're not double-charged duty when bringing it back into your country, email info@equijumpltd.com. We deal with this regularly and can walk you through it.

Made-to-order and custom items

The following are non-returnable except for manufacturing defects:

• Custom CWD or Butet saddles built to your specification (tree size, panel type, leather, colour)
• Theault horseboxes and other build-to-order vehicles
• Monogrammed or embossed leatherwork
• Other bespoke products made to your measurements

We confirm every specification with you in writing before placing the order with the maker. Once that confirmation goes back, the build starts and the order is committed.

If a custom item arrives with a manufacturing defect, warranty applies as normal.

Refund timing

Once we receive and inspect the returned item, refunds are issued to the original payment method within 5 working days. Your bank may then take 3-10 working days to show the credit on your statement, depending on the card scheme.

Cancellations before dispatch

If your order hasn't shipped yet, email us and we'll cancel and refund in full. Once an order is with the carrier, the return process above applies.

Your statutory rights

Nothing in this policy affects your statutory rights under Irish or EU consumer law, including your right to a refund for faulty goods and your right to withdraw from a distance contract within 14 days under the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013. If your statutory rights give you a better outcome than this policy, your statutory rights apply.

Contact

• Email info@equijumpltd.com
• Call +353 86 315 0836
• Or message us on the chat (bottom right on every page)

We're open Monday to Friday, 8am to 4pm Irish time.