Returns & refunds
Every ear bonnet is knitted by hand, and most of them are knitted to your horse's own measurements. Please read how returns work before you order — and write to us if anything is unclear.
If you ordered an ear bonnet from the collection and it has not been customised, you can return it within 14 days of delivery.
We accept the return if the ear bonnet is unused, clean and in its original packaging. Please write to us first — we will send you the return address and a short instruction. Return postage is paid by the buyer; please use a tracked service, as we cannot refund a parcel that never arrives.
Ear bonnets knitted to your horse's measurements, in your own colours, or with your logo are made especially for you and cannot be returned. This is the standard exception for personalised goods in distance selling.
If the fit is wrong because of a mistake on our side — we knitted the wrong measurements — we remake the ear bonnet free of charge and cover the postage both ways.
If your ear bonnet arrives damaged, or it is not what you ordered, write to us within 14 days of delivery and attach a photo. We will replace it or refund you in full, including the postage in both directions. Nothing is charged to you in this case.
We refund within 14 days of the day the returned ear bonnet reaches us. The money goes back to the same account the payment came from. The original shipping cost is refunded only if the item was faulty or if we sent the wrong item.