Please note that at Via Equine we are happy to discuss with you any query but please note this does not substitute veterinary advice so please always look for veterinary advice firstly . However this being said we might be able to help you with a product query, sizing or just simply finding the product that most suits your requirements..
Supplements cannot be exchanged however goods such as equipment etc if at fault, colour issue with clothing etc can be exchanged in terms of 28 days after sale.
We are happy to accept your return, but please ensure you have followed the steps below.
In the first instance please drop us an email to advise us that you’re returning an item. In the email please include your name, order number, short detail of the product you’re returning along with a contact order number so that we can keep an eye out for your parcel.
Follow the instructions on the returns form enclosed with your parcel and fill in the relevant details. If you don’t have a returns form, please enclose a slip of paper detailing your:
Order number if you have it
Name
Address
Contact telephone number
Reason for returning the item
Package the item securely and then despatch the parcel to us ensuring that you obtain a certificate of posting. See packaging note below.
Once received, we will check your item and if everything is OK, issue a refund to your original method of payment and then email you a confirmation.
Our returns address is: Via Equine, Ballyhohan Cahir Tipperary Ireland , E21 VX93.
Please enclose the manufacturer’s packaging (e.g. shoe box or cellophane wrapper) within an outer box or suitable bag.
Tip: you could use our original postal bag, turned inside out or a strong bin liner. We are unable to accept returned goods if the manufacturer’s packaging (e.g. shoe box) has been used as the outer postal packaging because we are then unable to offer the goods for resale to other customers. Please don’t forget to include product tags, labels, boot pulls, shoehorns, heel lifter, spare insoles & or laces – all the little extra’s that arrived in the original packaging must be returned to complete the returns process for you.
Yes, your refund product will be returned to the shelf for re sale.
We can exchange your product for you.
If you require a different item, simply follow the returns process above to obtain a refund and place a new order for the item you require. Due to our automated stock control system that runs between our online shop and retail premises we can’t just swap one item for another. We always work hard to be fast at processing refunds or exchanges for unwanted items. Most cases are dealt with between 1 to 3 working days.
Conditions of returns or product exchange.
We can only ensure a smooth hassle free refund or exchange of your product if it meets the following requirements – this is not the case of course for goods being returned due to manufacturing fault.
Please ensure that you protect any products from becoming worn or soiled whilst trying them for size and fit. Please note for hygiene reasons we are unable to accept returns of underwear.
If you wish to cancel an order for whatever reason you must follow our returns procedures (set out below) and return to us the Products we have delivered to you in accordance with these procedures.
What happens if you receive a product in less than perfect condition?
Please make sure you include your name, order number and telephone contact details with the pictures
If the Products are defective, incorrect or damaged on delivery we will reimburse your reasonable costs of return (up to the value it would have cost to return the products using courier service) and (at your option) replace the products (where the same or equivalent products are available) or refund you for the price paid including the delivery charges of any such Products provided that the Products are complete and in “as delivered” condition as supplied in the original packaging. We recommend that returns are sent via courier or An Post standard service and you must always obtain a certificate of posting.
It is your responsibility to arrange collection of any unauthorised returns from our premises, for example Products which have been returned because they were defective but which are subsequently found not to be defective; accordingly we reserve the right to return these Products to you at your cost. Such product will be held for a period of six months after which time the product will be destroyed if you have not made the appropriate arrangements for the goods to be returned to you.
You have a legal obligation to take reasonable care of the Products while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation.
To qualify for a refund, the Product must be returned within 28 days of you receiving the Product(s) and in its original condition. Please return the Product(s) with the original packaging we used to send it to you to ensure that the Product(s) is not damaged during transit. Subject to clause 4 you shall be responsible for the cost of return to us.
Refunds
Where you paid for Products by payment card, refunds will be made by re-crediting your payment card account from which the money was originally debited.
All refunds will be made within 30 working days either:
(where Products have not yet been delivered to you) of our confirmation in writing to you that your order has been cancelled; or
(where Products have been delivered to you) of the return of the Products to us.
