Exchange & Returns Information
Our mission is to provide you with an outstanding customer experience every time you shop with us. This Exchange & Return Policy covers all items purchased through BitofBritainUSA.com. It is designed to give you confidence that we stand behind the products on our website and to make exchanges and returns easy if you are not fully satisfied with an item.
FREE Exchanges & Free Shipping on your New Order
Bit of Britain USA offers free return shipping on exchanges for any item that you or your horse can wear, within 35 days after your order has shipped for a store credit of the purchase price & free shipping on your new order, as long as the item is in its original condition and packaging.
To initiate a free exchange through our FedEx customer portal, click here where you can request and print a label or take the QR code to the listed drop locations based on your address.
Exchanges may take up to 10 business days after receipt to process. You will receive your gift card code by email and/or text, along with your free shipping coupon.
RETURNS
Items that are in new condition, with their original tags and packaging may be returned for a refund within 35 days of shipping for a flat rate of $12.99 when using our label, which will be deducted from the refund credit.
Items returned without tags or original packaging are only eligible for store credit in the form of a gift card.
Items more than 35 days after shipping from our warehouse are not eligible for return.
Items that have been used or modified in any way will be subject to a 20% restocking fee or returned to you if the item is not resellable. See below about items that may not be exchanged or returned.
Click here to request a return label. You will need your order number.
If you are using your own label to send an item back, write your order number on the outside of the package, and include a note stating if you are returning for a refund or an exchange. Items returned to us that are not marked as return or exchange will be treated as an exchange by default and a store credit will be issued.
If you are returning an item outside of the 48 contiguous US States, you must pay for return shipping and the order does not qualify for a free exchange label. Duties and taxes you may have paid to government agencies outside the USA are non refundable.
Refunds for returns may take up to 30 days to process. Once we process a refund, it may take several more days to show up on your credit card statement. We can only process refunds to your original payment method or to store credit in the form of a gift card. You will need to contact your bank or institution if you have a lost or stolen prepaid card or a card that has expired.
Items that are not returnable
The following items may not be returned:
- Items marked as final sale, or "non-returnable" on the product page or during the checkout process
- Gift cards
- Underwear and undergarments including socks, or swimwear
- Used horse blankets / horse apparel - Try on your blanket or cooler over a bed sheet to keep them clean and hair free.
- Used Tack or Bits
- Footwear that has been worn outdoors/at the barn, once your boots have been worn outside they are no longer returnable.
- Riding helmets or protective clothing such as vests that show signs of having been worn or are returned without their original tags and boxes.
- Personalized items.
If your return contains an item we cannot accept for any of the above reasons, you will be contacted and can choose for us to destroy, donate, or return the item to you at your expense.
Please note: If you qualified for a free gift with your purchase, you must return that free gift item or the full retail price of the gift will be deducted from your refund! If you qualified for free gift cards with your order, they will be canceled or reduced if your order no longer qualifies. The redeemed value of any gift cards will be deducted from your refund.
Defective Items
In the unlikely event that your item is found to have a manufacturer’s defect, you may return the item (and any other items from that order if they are part of a set) within 7 days for a replacement or a full refund to your original form of payment.
To report an issue with an item, please contact us using our Contact Us Form. You may be required to submit photographs of the damaged or defective product and its packaging (the original packaging is required to facilitate a return unless it was damaged in transit and is unusable).
Items Lost or Damaged in Transit by Carriers
We ship via USPS, FedEx or UPS at our discretion to addresses in the United States and Canada. Tracking numbers are emailed to the email address used when you placed the order.
If an item is lost or damaged by the carrier and you have not purchased shipping insurance, a refund cannot be issued. We recommend purchasing insured shipping to avoid a lengthy claims process.
If you purchased insured delivery and need to make a claim, please contact customer service within 10 days of when tracking says the order was delivered. Please note: We are not responsible for packages once they are shipped. If your order is lost by the carrier or stolen from where it was delivered to, we can help file a trace, but no refunds or claims will be issued once the order has tracking and has been picked up by the carrier.
If an item arrives damaged and you have purchased shipping insurance, we will expedite your claim and replace your item or issue store credit. You will be required to supply proof of damage within 7 days of delivery.
Items Returned to Sender
Any order returned to sender by the carrier as undelivered / unclaimed may incur a re-shipping charge of $12.99 in order to send again or a deduction of $12.99 from your refund at our discretion.
Unspecified Return or Exchange
Items sent back that do not specify if this is a return or exchange will be processed under our exchange policy.
Cancellations
You may cancel an order if your order has not yet been shipped by using our Contact Us Form
Sold out Items
On occasion, an item that you have ordered will be unavailable after your order has been processed. In this instance, we will contact you and also issue a refund to your original form of payment or offer alternative options.
Warranty Information
Some products may be covered by a manufacturer’s warranty. Contact Us if an item shows signs of abnormal defects and we can help advise you about its warranty coverage.
Have other questions? Please Contact Us!