Cancellation policy
Last updated: 20/09/2025
We’re all about keeping things clear and fair – whether you're buying once, ordering ahead, or subscribing to something special.
One-Time Purchases
These are standard orders placed directly through our site. Once submitted, your order is processed quickly, so changes or cancellations are only possible if the order hasn’t been packed yet.
Need to cancel? Email us at info@koolbooequestrian.com ASAP. We’ll do our best to catch it before it ships!
Pre-Orders
Sometimes, our most-wanted pieces sell out fast – so we offer pre-orders to let you reserve your size before restocks drop.
By placing a pre-order, you agree that:
- Payment is taken upfront to secure your item
- Estimated shipping dates are listed on the product page
- You can cancel your pre-order within 48 hours of purchase for a full refund
- After 48 hours, your order is locked in – no cancellations or changes
If we experience manufacturing or delivery delays, we’ll keep you updated every step of the way.
Subscriptions (if applicable)
If we offer subscription-based products in the future (like seasonal drops or monthly boxes):
- You can cancel or pause your subscription anytime from your account dashboard
- Cancellations must be made before your next billing date to avoid charges
- No refunds on already-shipped boxes or items
Questions or Changes?
We’re always happy to help – just flick us an email at info@koolbooequestrian.com and we’ll get you sorted.