Refund policy
Shop with peace of mind from R&R Country. You can return products bought online or in-store if unsuitable within 30 days of receiving them. Sale items or reduced items must be returned within 14 days.
Christmas 2026
Shop early for Christmas with peace of mind. Orders placed from 31 October 2026 can be returned until 8 January 2027, or within our standard 30-day returns period if this gives you longer. Our normal returns terms and conditions apply.
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How to return
To begin a return, please request a return on your account.
Alternatively you can access your account by clicking the "View your order" button on your Order Confirmation email.
Within your account, locate your order and select the Request Return button. A member of our team will then review your request and email you once completed.
Please note, items that are returned to us without prior approval may take longer to process. Please ensure to await our response before posting your item back to us.
Once your Return Request is approved, we will email you the available options for returning the item(s).
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Return your items in-store
Alternatively, you may return your goods to one of our stores. Please ensure to bring your receipt with you in order to receive a refund.
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Our Returns Policy
- Items must be returned to us in the original condition, with labels, unsoiled and unused.
- You can return products bought online or in-store if unsuitable within 30 days of receiving them. Sale items or reduced items must be returned within 14 days.
- All product returns are at the cost of the customer unless we have sent the wrong item or it is faulty.
- Please package your item carefully to prevent it from being damaged in transit.
- Please refrain from applying postal stickers or packaging tape directly onto the original packaging of products (footwear boxes, rug bags, product boxes etc). In the event these terms are not adhered to and considerable damage is caused to the packaging, we will have to deduct money from your refund.
- Refunds will be processed within 14 days of us receiving the items back.
- Please note, orders placed through the website cannot be exchanged and must be refunded and a new order placed.
- Original shipping charges are non-refundable.
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Royal Mail
Once your return is approved, a returns label/QR code will be emailed to you to print off from Royal Mail. Please package your item securely, enclose a completed R&R Country returns form, then take the parcel to your nearest Royal Mail Post Office.
Please note, returns can be no heavier than 20kg and must be within Royal Mail's dimensions of 61 x 46 x 46cm. This service is for returns only and comes at a charge of £5. This cost will be deducted from your total refund amount once we have received your item back. Please note, original shipping charges are non-refundable.
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DPD Collections
If your return is oversized, or heavy, a DPD Collection can be booked on your behalf. A £20.00 fee will be taken upfront in order to book this service. Please call us on 01757 633950 or email us at info@randrcountry.co.uk to book your collection.
Collections can be arranged for any weekday, from an address to suit you. DPD will text or email you on the day with an hour collection slot. This service should only be used when returning items for a refund, if they are too large to be returned with Royal Mail or DPD Drop Off services. Please note, this service is for DPD mainland UK only.
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Quality of your Goods
If you are unsatisfied with the quality of your goods or think an item may have a fault please contact us as soon as possible after receiving your goods via email: info@randrcountry.co.uk or phone 01757 633950.
If an item is being returned due to it being faulty, R&R Country will refund the postage costs incurred for returning the item. Please be aware of this when returning items. We do advise to contact us first about your goods before returning them to us.
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Faulty Returns
Please inspect your items immediately upon receipt. If you are unsatisfied with the quality of your goods or think an item may have a fault or have been sent in error, please contact us straight away so we can assess the issue and make it right. Please email info@randrcountry.co.uk or phone 01757 633950.
If an item is being returned due to it being faulty, R&R Country will refund the postage costs incurred for returning the item. Under the Consumer Rights Act of 2015 you have an early right to reject goods that are unsatisfactory quality, unfit for purpose or not as described, and get a full refund. But this right is limited to 30 days from the date you took ownership of the goods, or 14 days for sale items, (this could be the date of purchase or the date the goods were delivered to you - whichever is later). After the initial 30 days, you can't demand a full refund in the first instance, but you still have the right to a repair or replacement.
Please note, faulty clippers and trimmers will need to be inspected before we can deem them faulty.
Please refer to the manufacturer for standard warranty terms and length on goods sold.
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Why do we need your goods to be clean?
Due to the health hazard and hygienic problems involved with horse and rider clothing and allied products it is regretted that we are unable to service or handle any equipment unless it is clean and dry.
(Health & safety work act 1974)
Please note: Goods must be cleaned before we will inspect them. If your item is returned to us without being cleaned, we will charge to post the item back out to you.
Products
Please note that although every effort is made to ensure images used on our website match the product, due to different monitor/screen calibrations, colours may vary from actual product colours shown on your computer or device.
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International Returns and Cancellations
Duties and taxes
For international destinations we deliver to, excluding Turkiye, Isle of Man, Jersey and Guernsey, applicable duties and taxes are collected at checkout. Global-e acts as the merchant of record for these orders and handles the remittance of duties and taxes.
For Turkiye, Isle of Man, Jersey and Guernsey, we do not collect import duties or taxes at checkout. Any applicable import duties, taxes or customs charges are payable separately by the customer on arrival.
Cancellations before despatch
Please contact us as soon as possible if you wish to cancel your order. If your order is cancelled in full before fulfilment, we will arrange a full refund, including any duties and taxes collected at checkout.
Returns and cancellations after despatch
Once your order has been despatched, you may need to return it in accordance with our usual returns policy.
Duties, customs fees and import taxes, including import VAT, may not be refundable, except where required by applicable law.
This restriction does not apply to faulty or incorrectly supplied items. If you return an item because it is faulty or we have sent the wrong item, we will reimburse the duties, import taxes and customs fees you paid relating to that item. Please retain proof of any charges paid separately.
For other returns, where import charges were paid directly to a courier or customs authority, please contact them about any available refund or reclaim process.
Arranging your return
Unless we advise otherwise, international returns must be arranged independently. We strongly recommend using a tracked delivery service with appropriate insurance cover.
Our usual returns policy continues to apply to international orders. Nothing in this section limits your statutory consumer rights, including any applicable cancellation rights or rights relating to faulty or incorrectly supplied goods.
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Right of Withdrawal (EU Customers)
Under EU Directive 2023/2673 we provide a two step withdrawal process for buyers in the EU to exercise their existing 14-day right of withdrawal. This can be accessed from the footer.