CWD Conditioner
CWD Conditioner
Free pickup at our Thurles store, or An Post delivery from €8.99 per order
Tax included
30-day returns. Send it back if you don't love it. Customer pays return shipping.
Description
About CWD
Returns Policy
Returns policy
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.
- 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.
- Open the order you want to return.
- Select the items you want to return.
- Choose a return reason and add a note for us.
- 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:
- Email info@equijumpltd.com
- Include your order number and a photo of the packaging and the affected items
- 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.
Ask a question
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What our customers say
Great service, prompt response and quick shipping. Fearghal was a star.
Abhishek SundaramTrustpilotAlways great service from Equijump. Highly recommend. Delivery to USA faster than even ordering locally. Great inventory, advice and fast service.
Adrian DownesTrustpilotGreat products. Excellent service. Prompt delivery.
Ailsa SextonTrustpilotI got a saddle fitted within hours of contact. Reece showed great knowledge about how the saddle would fit my horse and me, and when purchasing I had the saddle delivered in a small number of days.
AMTrustpilotMy bridle came within a few days and looks amazing!!
Amie PhillipsTrustpilotExcellent customer service! Got a TRUST bit and my horse loves it as he has a super sensitive mouth. Speedy next day delivery. Very friendly to speak to to check on stock and advice on bit size.
AnonymousTrustpilotIt was fast, problem free and better prices.
Repeat customer here, ordered a variety of items over the past couple years including some made-to-order. Customer service has always been exemplary, with virtually instant responses to my emails. Orders promptly dispatched and custom items exactly as ordered.
Bee K.TrustpilotHave had great success with this bit. My horse has a sensitive mouth. He is doing much better, reaching out his head to help with his gait. My trainer is going to reorder this bit for another horse.
Carolyn FlanneryTrustpilotReece was easy to deal with. Knew what type of saddle would fit pony and has been perfect for child and pony.
Conor RocheTrustpilotGreat customer service in responding to emails. Product exactly as ordered and great quality! Now my daughter's leathers match her Mademoiselle saddle.
Crystal VillamilTrustpilotExcellent customer service and quality, fast shipping!
CSoTrustpilotReece and Fearghal are always so easy going and obliging without ever being pushy. They are just very easy to work with and they only stock a very high standard of products.
Dale AdamsTrustpilotThe service and aftercare when I changed horse was brilliant. Came to the stable the following week from making contact. Had a large selection on the day. Great attention to detail. Fantastic level of knowledge. No call out or fitting charge.
Damien GriffinTrustpilotExcellent customer service and super fast shipping! One item was out of stock and they reached out immediately with alternative solutions. I've already recommended this company to friends.
Devon M.TrustpilotThrilled with my CWD soft shell jacket which was received very quickly.
Donna FewTrustpilotQuick delivery and great customer service!
EmmaTrustpilotSuper quality item with perfect design.
Fathy SalemTrustpilotHonestly the fastest delivery I have ever experienced. So helpful when you need something asap and it's delivered to your door within 24 hours. It's a joy to order from Equijump.
H B.TrustpilotI have made a few international shipped orders and the experience has been amazing. Fearghal is extremely helpful especially when my orders come with product customisation. Shipping is no hassle and efficiently done.
H LamTrustpilotOrdered some custom Butet items, my order arrived quickly once the custom items were delivered to the store, everything was packed with care. Fearghal was an absolute pleasure to work with, he made sure to check in with me regularly while waiting for the items to be produced.
I.I.TrustpilotQuality product and prompt delivery. Would buy again.
JanetTrustpilotExcellent customer service! Speedy delivery to the USA. The bit is beautiful quality, and my horse loves it. My horse has a super sensitive mouth, but he is very quiet and happy with this bit.
KateTrustpilotWe have bought several items from Equijump in quick succession. When my daughter's bridle broke, by the time I drove the 20 minutes to collect her, the team had pulled the previous order, confirmed the size and had it packed ready to send. The bridle was with me less than 24 hours later.
Katherine V.TrustpilotPrompt email communication including enquiry, confirmation of order and tracking. Dispatched day of order. Product arrived well packaged, 6 days after ordering from Ireland to regional NSW (Australia).
KirstenTrustpilotGreat service, always at the end of the phone if needed! Very helpful and knowledgeable.
Leona PercyGoogleExcellent customer service and speedy dispatch.
M DTrustpilotOrdered from Australia. Fearghal texted me soon after to advise me of a bit that was out of stock. He was fantastic at keeping me updated. Equijumpltd has some amazing pieces we don't have in Australia. 10/10 recommend.
Michela AgnolettiTrustpilotFast and accurate communication and delivery to UK.
Mitchell BinksTrustpilotQuick response and offer high-quality products.
Nahomi YoshinoTrustpilotI was incredibly impressed with how fast the shipping was (it made it to me in less than a week!) and how wonderful their customer service was. Fearghal responded immediately and rectified the issue with ease and kindness.
Noel KirschTrustpilotFast delivery. Exactly as ordered.
Norma DennehyTrustpilotWe would just like to say a huge thank you to Reece and Fearghal. All your help and patience when fitting, sourcing, customising and changing our saddles and bridles. We absolutely love all of our saddles and bridles and we couldn't be happier with them.
OrlaithTrustpilotThe best customer service that I have experienced in a very long time. Had a problem with a bit (nothing to do with Equijump) and Fearghal had it sorted in no time.
Rebecca CorrGoogleGreat customer service and great price, for a product that was quite difficult to get hold of elsewhere!
Rebecca VincentGoogleGreat customer service and fast shipping!
Sable FettyTrustpilotSuper fast delivery and great communication with delivery arrangements!
Sandra SchröderTrustpilotGreat communication, fast service.
Susanne ZimmermannTrustpilot