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Forelock and Load Returns Policy

Download Our Returns form

Forelock and Load pride ourselves on the quality of our service and always endeavour to meet the high standards we feel our customers deserve and expect. As such, the items you choose should arrive in tip top condition. Should this not be the case or you are not 100% happy with your purchase, then we offer the following terms and conditions for your satisfaction:

Goods Purchased Online

  • If you wish to cancel an order simply contact the shop. We will refund the cost of the order and the original delivery charge. If the goods have already been dispatched, you will need to return them to us at your own cost and the original delivery charge will not be reimbursed.
  • Goods purchased that are deemed unsuitable or no longer required under the Distance Selling Regulations the item must be returned within 28 days of receipt of the goods. Please note you will not be reimbursed for the original shipping costs.
  • Our extended Christmas Returns commences from the 21st November until January 12th. This does not include any Black Friday or Cyber Monday deals which are strictly within our 28 day period as mentioned above and are deciphered by having >13% off.
  • All returns paid for by Klarna unless faulty will receive a 10% restocking charge as per our Terms & Conditions.
  • We do ask that you return the item unused and in its original condition and packaging, with all tags attached and intact on the item. If the tags are not intact with the item or we deem the item has been used Forelock and Load have the right to refuse a refund on any item not deemed to be resaleable or if any of the above terms have been breached.
  • If you do not adhere to our returns procedure we reserve the right to charge you a 15% restocking fee.
  • Please download and fill in the RETURNS FORM above and make sure it is included with your name and invoice number.
  • Please allow up to 10 working days for your return to be processed.
  • All refunds can only be processed back to the original payment method. PayPal will usually be visible within 24 hours of the transaction being processed. Credit and Debit Cards depend on the card provider but please allow 14 working days. Klarna is within their terms and conditions which can be found in the link above.
  • You have a legal obligation to take reasonable care of the goods whilst they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation. This applies to all goods that are returned.
  • Forelock and Load do not currently offer an exchange policy for online purchases. We ask you to send your item back for a refund and simply reorder in the size/colour you require.
  • Please note: the parcel and its contents are your responsibility until they are received at our address we therefore recommend that you use a registered postal service and retain proof of postage.
  • We recommend that you use a signed for service via a reputable courier with adequate insurance to cover the value of the item you are returning. Forelock and Load will not be held responsible for any item that doesn't arrive back at the returns address below.
  • Please note we are unable to accept any returns from outside the UK (which includes Northern Island and the Channel Islands). If you purchased outside of the UK the items can only be returned if faulty.
  • Forelock and Load is not responsible for returned goods being lost or damaged in transit we recommend that you ensure the product is well packaged.
  • Any item purchased and sent outside of the UK will not receive any costs incurred in returning items be the item faulty or incorrectly ordered.
  • Any item that has been a special order in store or online or is bespoke, tailor-made or customised, CD's and DVD's are non-refundable.
  • If you receive a free item with an order you are returning, whether as a buy one get one free offer or when you place an order above a certain value, you must also return your free gift. If you cannot return your free item, the sale value of the promotional item may be deducted from your refund.
  • Non refundable deposits are non refundable.

Goods Purchased In Store

  • A Forelock and Load receipt must be presented with all returned items. We cannot deal with your return if this is not adhered to.
  • Items purchased in store can only be exchanged for a different size/colour, for a credit note or voucher unless they are deemed faulty within 7 days of purchase.
  • Vouchers and credit notes are redeemable for six months from the date printed on the receipt unless an alternative date has been issued and carries a valid signature.
  • If a refund is due, it can only go back to the original payment method/card used for the initial transaction due to compliance legislation. There are no exceptions to this.
  • Items which are reduced or part of a sale can only be exchanged for a different size/colour if we have it, or returned if they are faulty. No credit or refund will be issued.
  • Exchanged products must be in their original packaging, with instructions and all parts included in a fully resaleable condition and with all tags attached. Items must not have been used or assembled in any way. Forelock & Load reserves the right to refuse a refund on any item not deemed to be resaleable or if any of the above terms have been breached.
  • If you do not adhere to our returns we reserve the right to charge you a 15% restocking fee.
  • Any item 'Specially Ordered' for you is non returnable/refundable unless faulty. This applies to any item that is not a stock item or a size/colour that we do not hold of a line that we stock.
  • Non refundable deposit are non refundable.

Faulty Items In Store and Online

  • If your item has been lost or damaged in transit, has arrived faulty, or is incorrect, then please call us immediately on 01284 811032. We will then arrange the best course of action to take. For faulty items costs incurred in returning items will be fully reimbursed.
  • Notification of faults must be given in writing via email, accompanied with photographs (where applicable) to Forelock & Load. We cannot follow up a fault complaint via a conversation over the phone.
  • Please include your completed returns form including your name, invoice/order number and photographs to info@forelockandload.com and our customer service team will review the query. We will liaise with the supplier and yourself to rectify the issue. Please do not return damaged or faulty goods without contacting us first.
  • We require a proof of purchase in order to proceed with any Refund or Exchange. This is usually an order or invoice number provided in your confirmation email upon purchase or a packing note number within your received goods or a receipt.
  • Please be aware that faulty items can take 10-14 days for us to get a response from the manufacturer. We will liaise with you throughout and only upon this can we offer a repair, replacement or refund.
  • Within 30 days of delivery/purchase of the product, you may exercise the right to a refund if the product purchased is not of satisfactory quality, fit for purpose or as described.
  • After the 30 day period, but within six months of delivery/purchase and where the product is faulty, you are entitled to a repair or replacement. Where repair or replacement is not possible, or the repair or replacement does not resolve the fault, you are entitled to a refund.
  • After six months of delivery/purchase, similar rights exist, but only if you can prove that the fault was present at the point of delivery/purchase. In addition, if repair or replacement does not resolve the fault, we may make a deduction from any refund for fair use.
  • Any item purchased and sent outside of the UK will not receive any costs incurred in returning items be the item faulty or incorrectly ordered.
  • We will aim to help any customer, however if the required information is not provided we have the right to refuse a refund or exchange as requested.
  • To facilitate a speedy refund, please include the completed Returns Form. Our RETURNS ADDRESS is Forelock and Load Returns, Church Road, Barrow, Bury St. Edmunds, Suffolk, IP29 5AX. We will if requested pay for the return postage if your item is faulty but will not pay for the original postal costs of getting the item to you.
  • Please note: that we are unable to accept returns of items that are deemed as gifts, that have a security tag that has been broken such as DVD’s.

Riding hats, bespoke items, personalised products and customer special orders are non-refundable and non exchangeable.

If you would like to discuss the exchange or return of any item, or have any further queries, then please contact us via our email address info@forelockandload.com

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

Our returns address is:

Forelock and Load Returns,
Church Road,
Barrow,
Bury St. Edmunds,
Suffolk.
IP29 5AX