Returns
Returns
Not completely satisfied with your purchase or have you ordered the wrong size? No problem. Below you will find all the information you need to return your order correctly to TrotDirect.
Registering a return
As a consumer, you have the right to withdraw from an online purchase within 14 calendar days after receiving your order, without giving any reason.
Please register your return within this period via our online return function:
[REGISTER A RETURN]
After registering your return, you have another 14 calendar days to send the goods back.
How do you return an item?
Register your return within 14 days after receiving your order.
Pack the item carefully and make sure it is sufficiently protected.
Include your name and order number with the return shipment so that we can identify it quickly.
Send the parcel to:
TROTDIRECT
Deerlijkseweg 68
8790 Waregem
Belgium
You may choose your own carrier. We recommend sending your parcel with Track & Trace and keeping the proof of shipment until your return has been fully processed.
The direct cost of returning the goods is at the customer's expense, except in the case of an incorrect, damaged or non-conforming delivery.
Return conditions
You may inspect and try an item in the same way as you reasonably would in a physical store. However, the item may not be used beyond what is necessary to establish its nature, characteristics and proper functioning.
We therefore ask you to return the item preferably:
- clean, complete and without unnecessary signs of use
- with all accompanying accessories and instructions
- with the original labels, where applicable
- in the original product packaging, whenever reasonably possible
For horse rugs and other items that are tried on a horse, we recommend trying them only on a clean horse or over a clean sheet/rug. Items with hair, dirt, manure, strong odours or clear signs of use may be subject to a reduction in value.
Do not use items during training, competition or stable work if you are not yet certain that you wish to keep them.
If a product has been used or handled more than necessary to assess it, TrotDirect may apply a reduction in value.
Which items cannot be returned?
The statutory right of withdrawal does not apply, among other things, to:
Made-to-measure or clearly personalised items, for example products manufactured specifically according to your measurements, colours, printing, embroidery or other personal specifications.
Products supplied sealed for health protection or hygiene reasons may also be excluded from the right of withdrawal if the seal has been broken after delivery.
Would you like to exchange an item?
Would you like another size, colour or version? To receive your new item as quickly as possible, we recommend returning the unwanted item and placing a new order.
Received an incorrect or damaged item?
Have you received an incorrect, damaged or defective item? Please do not immediately return it at your own expense, but contact our customer service first.
We will look for the best solution together with you. If the error is attributable to TrotDirect or the product is non-conforming, the necessary return costs will of course not be charged to you.
Professional purchases
The statutory right of withdrawal applies to consumers. Purchases made by a company or professional customer in the course of their business activities do not automatically fall under this right of withdrawal.
A return of a professional purchase is therefore only possible with prior approval from TrotDirect.
For the complete legal provisions, please refer to our General Terms and Conditions.
Return costs
The cost of returning an order is fully at the customer's expense.
TrotDirect does not provide a free return label and does not reimburse return shipping costs when, for example:
- you ordered the wrong size
- you changed your mind
- you would like another model, colour or version
- you wish to exchange an item
Only when the return is necessary due to an error by TrotDirect will we cover the return shipping costs. This is, for example, the case when you receive an incorrect item or when the delivered item is damaged or non-conforming.
In that case, always contact us before returning the item. Return costs incurred without prior consultation cannot automatically be reimbursed.
For regular returns, the customer chooses and pays the carrier. We recommend sending the parcel with Track & Trace and keeping the proof of shipment until the return has been fully processed.
Refunds
After receipt and inspection of the return shipment, the amount due will be refunded using the same payment method used for the original order.
In the event of a full withdrawal from the order, the purchase price and the original cost of our least expensive standard delivery method will be refunded. Any additional costs for an express, premium or other more expensive delivery method will not be refunded.
In the event of a partial return, only the returned items will be refunded. The original shipping costs of the order will not be refunded in that case.
The cost of returning the goods to TrotDirect is always at the customer's expense, except where the return is the result of an error by TrotDirect, for example in the case of an incorrect, damaged or non-conforming item.
Once an order has already been shipped, it can no longer be cancelled free of charge as an order that has not yet been dispatched. The customer must return the goods in accordance with our return procedure.
TrotDirect may withhold the refund until we have received the goods back or until the customer can provide proof that they have been returned.
