Country, Leisure & Equestrian Wear Since 1978
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Returns Policy

 

For items bought in-store* and returned in-store

 

We offer refunds in-store for items returned within 14 days from the date of purchase, provided you have proof of purchase (till receipt AND/OR card receipt if paid by card). The items must also be in perfect condition, have not been used/worn and have all of the original tags. The refund can only be issued in the same format as the original purchase e.g. if the item was purchased by card, the refund MUST be refunded to that card. If the refund cannot be made to the original card, then a credit note or exchange will be offered. For items returned out with the 14 day period, then a credit note or exchange can be offered. Sale items bought in-store are not refundable – only a credit note or an exchange can be offered for these items.

 

For items bought online/over the phone* and returned to us via post

At Country Ways we pride ourselves on the quality of our service, and the items you choose should arrive in pristine condition. Should this not be the case, or if you are not 100% happy with your purchase, then we can offer you a refund or an exchange. 

If your gift has been lost or damaged in transit, has arrived faulty, or is incorrect, then please call us immediately (or within 48 hours of receipt) on 01224 585150 or email customersupport@countryways.com. We will then arrange the best course of action to take.

If for any other reason you want to return an item, please send the item back to us unused, in its original packaging and with all labels attached, within 28 days* of receipt.  Please use a signed for service via a reputable courier, such as Royal Mail for smaller items and APC for larger items (apc-overnight.com) with adequate insurance to cover the value of the item. We cannot be held accountable, and therefore cannot offer you a refund/exchange, if we do not receive the item.

To facilitate a speedy refund, please complete our RETURNS FORM, which should be included with your parcel. You are liable for all postage costs and these will not be refunded as part of the return. Refunds may take up to 7 days to be processed.

Our returns address is:

Country Ways
Returns Department
115 Holburn Street
Aberdeen
AB10 6BQ

For items bought online/over the phone** and returned in-store

If you want to return an item to us in-store, which you purchased online, please return the item to us (unused, in its original packaging and with all labels attached) within 28 days* of receipt.  Please also provide proof of purchase - the delivery note or order number. The refund can only be issued in the same format as the original purchase. e.g. sage pay or paypal via our website. This may take up to 5 days to process. 


If you would like to discuss the exchange or return of any item, or have any further queries, then please contact us on 01224 585150.

Your statutory rights are not affected by the above terms and conditions.

Please note that the items listed below cannot be returned or exchanged unless faulty:

  • Embroidered Goods
  • Made to Measure Items
  • Items made to order in personalised colours
  • Special order items including Samshield helmets, Kingsley Footwear, Specialist Bits and Specialist Leatherwork
  • Safety equipment including riding hats and body protectors

 

 

* The Consumers Rights Act 2015 (applicable to goods bought in-store)
You can only return store-bought non-faulty goods for an exchange or refund if the retailer has a returns policy. Shops are NOT required by law to have a returns policy.

 

**The Consumer Contracts Regulations 2013 (applicable to distance selling)
This regulation gives you key cancellation rights when you enter into a contract at a distance over the phone, online, from a catalogue.
Your right to cancel an order for goods made at a distance starts from the moment you place your order and ends 14 days from the day you receive your goods. You then have a further 14 days to actually send the goods back.

 

Your right to a refund: You should get a refund within 14 days of either the trader getting the goods back, or you providing evidence of having returned the goods (for example, a proof of postage receipt from the post office), whichever is the sooner.

 

Refunding the cost of delivery: The trader has to refund the basic delivery cost of getting the goods to you in the first place, so if you opted for enhanced service eg guaranteed next day, it only has to refund the basic cost.

 

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