Refund and Returns Policy


We take pride in the service that we offer and so we try to keep our Returns & Refunds process as simple as possible. If you have a question in regards to this policy or an order you have received please call us on 01622 844104 or email us at and a member of our team will be happy to help. We are fully compliant with the regulations set out in the Distance Selling Act, now known as the Consumer Contracts Regulations.

Damaged, Faulty or Incorrect Goods received

All our items are supplied to us as new, direct from our suppliers and so 99% of our orders are dispatched and received in the same, satisfactory condition. However, in the rare case that you do receive an item that has been damaged, is faulty or not the same as you have ordered then we will of-course offer a refund or exchange within 28 days, from the date in which you have received your goods. This is providing that the goods remain unused, and in original packaging where necessary, in these cases return costs will be covered by ourselves.

General Returns & Refunds

Whether the item is no longer needed, you have changed your mind, or ordered an incorrect item we will be more than happy to offer a refund or exchange providing the goods are returned to us in their new, original, unopened condition with packaging within 28 days of you receiving them. In this instance please contact us prior to returning any goods to ensure your return is handled efficiently. Unfortunately, in these circumstances we are unable to cover the cost of returning the goods to us and so we would always advise to use a reputable service and keep all proof of posting, including receipts.

Returns Address

Returns Department, Birchalls The Riding Shop, Pleasant View Garden Centre, Plough Wents Road, Chart Sutton, Kent, ME17 3SA

Returns Processing Time

Depending on your choice of a Refund or Exchange we will usually process your returns within 5 working days of receiving back any goods that you have returned. All refunds will be processed back to the same payment method to ensure clarity, including returns costs (if faulty or damaged). To ensure your returns are processed efficiently and without any problems we would always ask for you to contact us to arrange your returns, for any reason, this is so that we can provide you with as much information as possible about the returns process for your order. We can be contacted on the below information and we do hope that you will not need to refer to this policy as we strive to complete and deliver your order without problem, first time around. Call us: 01622 844104 Email us: Write to us: Birchalls The Riding Shop, Pleasant View Garden Centre, Plough Wents Road, Chart Sutton, Kent, ME17 3SA This returns policy does not affect your statutory rights.

Need help?

Contact us at for questions related to refunds and returns.