Draft, pending legal review. This page has been prepared as a starting point and must be checked by a qualified UK legal adviser before the site goes live. Items marked TBC still need real details.

Your 14-day right to cancel

If you buy from us online you have the right to cancel your contract within 14 days without giving any reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

The cancellation period ends 14 days after the day on which you, or someone you name (other than the carrier), receive the goods. If your order arrives in several deliveries, the period ends 14 days after you receive the last item.

How to cancel

Tell us clearly that you want to cancel, by emailing info@prance-lux.co.uk or writing to us at [REGISTERED ADDRESS TBC]. You can use the model cancellation form below, but you do not have to. You only need to send your message before the cancellation period ends.

Returning the goods

Please send the goods back to [RETURNS ADDRESS TBC] without undue delay and no later than 14 days after you tell us you are cancelling. Return postage: [TBC: who pays the cost of returning goods].

You may handle the goods as you would in a shop to check them. We may reduce your refund if the value of the goods has gone down because you handled them more than was necessary, for example by riding in a bridle.

Your refund

We will refund the price you paid and the standard delivery charge, using the same payment method, within 14 days of receiving the goods back or of you providing evidence that you have sent them, whichever is earlier. If you chose a more expensive delivery service, we only have to refund the cost of our standard delivery.

Faulty or incorrect goods

Your rights under the Consumer Rights Act 2015 are not affected. If an item is faulty, not as described or not fit for purpose, you can reject it for a full refund within 30 days of delivery. After that, you are entitled to a repair or replacement, and then a price reduction or refund if that does not fix the problem. We pay return costs for faulty items.

Exceptions

The right to cancel does not apply to goods made to your specifications or clearly personalised. Custom-made items: [TBC]

Model cancellation form