Returns, Exchanges and Faulty Goods

If on receipt, you find the goods unsuitable or you are not totally satisfied, providing you notify us in writing within 3 days from receipt of the goods and return to us unsoiled, unused and in the original packaging, we will be pleased to exchange or refund the purchase price.  Waiver of this obligation is at our sole discretion.  It is your responsibility to arrange and pay for the return, the goods should be well packed & clearly labelled.

Exchange items to be returned to the customer for purchases which qualified for free shipping in the first instance, will at our sole discretion, be sent free using our standard delivery method, although we do reserve the right to charge for shipping.  All other exchanges will attract a shipping charge.  If the customer requires an expedited delivery, we will charge for that service.

Where items are returned for refund, which results in the original purchase falling outside the qualification for free shipping, the return will subject to a shipping charge deduction.

Please send the goods to:

The White Horse Company
Cross Lane
Tyne & Wear
NE11 9HQ

Mobile: 00 44 79 984 983 982

Please contact us to advise us that you are returning a product asap. Your parcel will require a signature, do not sign and accept a damaged item.

Please obtain proof of postage, as should a returned parcel become damaged or lost, we do not compensate.

Goods damaged through defective material or poor workmanship should be returned for our urgent attention.  Please contact us by phone 00 44 79 984 983 982 and confirm by email.  The item may have to be returned to the manufacturer for testing, so please allow 28 days for this process. Under no circumstances should items be continued to be used when defective or damaged. If you do continue to use, you will be deemed to have accepted the goods in their defective or damaged condition.  It is your responsibility to arrange and pay for the return. The goods should be well packed and clearly labelled.  Proof of postage should be obtained, as should a returned parcel become damaged or lost, we do not compensate.  Postage fees will be reimbursed for justified claims.

We are unable to give refunds on items not notified to us within 3 days (and subject to notification above), or items which have been specially ordered for the customer, or damaged goods not notified to us within 3 days from receipt.

Items supplied with a customer selected colour scheme are specifically excluded from the above guarantees and are sold on the specific understanding that they are non-returnable items.

Returns invoked more than 55 days after purchase for whatever reason will receive a credit note, rather than refund, unless the item is subject to manufacturer’s warranty.