Return and refund policy

How do I make a return?
We’re sorry to hear the product didn’t meet your expectations. If you’re not 100% satisfied, you’re welcome to return it!
Simply send us an e-mail at hello@eilaequestrian.com, we will send you the information needed for your return. Ship the unused item back with the return form. Returns must be dropped off at your nearest service point, packages cannot be left in a mailbox.
Important: Each order must be returned separately with its own return label.
Once we receive and process your return, we’ll issue a refund to your original payment method. Standard shipping costs (from your original order) are not included in the refund.
Returns are normally processed within 10 working days after your package has been received at our warehouse.

Can I exchange an item?
We currently do not process direct exchanges. If you’d like to swap for another size, color, or product, please:
Return the original item using the included return form + label.
Place a new order on our Website.
Refunds for the returned item will be issued once your return is processed (within ~10 working days).

What if my item is damaged or defective?
We’re very sorry if something isn’t right with your product. Please contact our customer service at hello@eilaequestrian.com as soon as possible.
To speed up the process, include:
Clear photos of the issue.
Your order number.
If your complaint is approved, we will cover the return shipping and send a replacement or issue a refund.

Right of withdrawal & returns 
1.1. Statutory right of withdrawal (Angrerett). In addition to our store policy, Norwegian consumers have a 14-day right of withdrawal under the Norwegian Right of Withdrawal Act. The withdrawal period runs from the day you receive the goods and the required information.
1.2. Store return window. We offer a 30-day return policy from delivery.
1.3. Returned products must be unused, unwashed, and in original condition with all tags attached. You may try the item to the extent necessary to determine fit and characteristics; use beyond this may reduce your refund to reflect diminished value.
1.4. How to return. Follow the instructions included in your package or on the Website. You are responsible for the goods until they reach our warehouse. Keep your proof of return shipment.
1.5. Refunds. Upon approved return, we refund the product price, the original shipping cost and shipping cost for return is not refunded.
1.6. Return shipping. Return shipping is at your expense unless otherwise specified.
1.7. Refunds are made within 14 days after we have received and approved your return, using the same payment method you used for purchase.