Refund policy

Last updated: 20/09/2025

We get it – sometimes things don’t quite fit or feel right. That’s why we’ve made our return process as stress-free as possible. If you need to send something back, here’s how it works:

Returns

We accept returns within 14 days of your order arriving.

To be eligible for a return:

Items must be unworn, unwashed, and in original condition
All tags must still be attached
You’ll need to provide proof of purchase (your order number or email)
Sale or clearance items are final sale, unless faulty

To request a return:
Email us at info@koolbooequestrian.com with your order number and reason for return. We’ll send you the next steps.

⚠️ Return postage is your responsibility unless the item is faulty.

Refunds

Once your return arrives and we’ve checked it over, we’ll let you know if it’s been approved.

If approved:

Your refund will be issued back to your original payment method
Please allow 5–10 business days for the refund to appear in your account

Exchanges

Need a different size or colour?
We recommend placing a new order for the item you want and sending the original back for a refund.

Faulty or Incorrect Items

We pride ourselves on quality, but if something’s not right – we’re on it.

Email us at info@koolbooequestrian.com within 7 days of receiving your order. Please include a quick description and a photo if you can – we’ll sort it fast!