Shipping & Returns

Below is our delivery policy including delivery costs, despatch times, and collection information. If you still have any unanswered questions please call us on 07983270366 or email: daniel@primaequine.com.

PLEASE NOTE:

Whilst we offer next day delivery as standard, some items may not be in stock so will be back-ordered as soon as possible and will then be shipped next day to you once we have received them. If you need a guaranteed next day delivery, please get in touch with us and we’d be happy to help!

All rugs are posted via standard delivery.

If you require your rug to be sent with ‘next day delivery’ please contact us. A small additional fee will be added to cover the cost.

SAME DAY DESPATCH

If you place an order before 1 pm Monday-Friday (excluding bank holidays) and your item(s) are in stock then we will despatch your goods the same day.

Other orders will be despatched on the next working day or ASAP but we will keep you up to date.

FREE NEXT DAY UK MAINLAND DELIVERY

We provide a free next day delivery service to the UK Mainland when you spend more than £99.99 and your item(s) are in stock.

For order totals below this amount, there is a flat rate of £5.95 for next day delivery.

FREE CLICK ’N’ COLLECT

Your order will arrive within 1-5 working days (time varies by product) but we will keep you updated. In some instances, you may be able to collect the same day.

Once your order has arrived we will send you a confirmation email/text message when your order is ready to collect.

Simply bring a copy of your receipt and some proof of identity eg. valid passport/driver’s licence, utility bill, or credit/debit card.

If you have not collected your order after 7 days, we’ll send you a reminder, and again after 10 days.

If we get to 15 days we will refund your money and return the order.

If proof of purchase AND ID is not provided then we are unable to handover any goods.

We have several Free Click & Collect locations (Scotland) and travel to many shows around the UK and Europe so if you wish to take advantage of this service please contact us on 0783270366 or email: daniel@primaequine.com prior to placing your order.

SIGNATURE

To ensure that you receive your order as quickly as possible, we would kindly ask if you give us a delivery address where someone will be available to accept it.

Many of our parcels require a signature when being delivered or simply will not fit through your letterbox.

We are more than happy to deliver to a family member, neighbour or place of work if it is more convenient for you.

In this instance, please ensure you use the correct alternative address when placing your order.

On the off chance that no-one is available to accept your order, a notice will be posted through your letterbox explaining how you can arrange for redelivery or collection.

Below is our returns policy information. If you still have any unanswered questions please call us on 07983270366 or email: daniel@primaequine.com.

CONDITIONS OF RETURN

All item(s) must be returned within 14 days upon being received.

We reserve the right to refuse to exchange or refund items that are not returned within 14 days from the date you receive your goods if such items are not faulty.

It is the buyer’s responsibility to pay for the return of the goods.

We will not be responsible for any goods lost in transit so we strongly recommend you use a tracked delivery service.

Where appropriate the item must not have been worn or used other than for size.

The title to all or any goods sold shall remain with Prima Equine Ltd until payment is received in full.

We are unable to accept items back in anything other than the condition you received them, even if cleaned thoroughly.

Items must include the original undamaged packaging including all tags and labels so they are in a re-saleable condition.

We reserve the right to refuse to refund items that are returned in a non-re-saleable condition.

Goods returned in an unsatisfactory and not in a re-saleable condition may be returned to you at your expense.

Special order, sale, and customised products are not eligible for exchange/refund.

We are happy to refund the return of goods if the return is a result of our error (incorrect item or defective) in the form of an online redeemable discount code.

In such a case we would need proof of postage and then would issue you with a unique online voucher code.

Return delivery times can vary but we aim for within 14 working days and we will always keep you updated.

When returning, please insert a slip stating your reason for refund/exchange with your name, address, phone, and email inside the package.

Send returned goods with a copy of your receipt/invoice to the following address:

Returns – Prima Equine Ltd
Bellslea House
Roodland
Ayr
KA6 6EP

If you have any further questions, would like to submit a complaint or need help with something then please don’t hesitate to get in touch with us on 07983270366 or email: daniel@primaequine.com