At Equitex, we liken our saddle pads to a pair of shoes—once used, they’re no longer in pristine condition. For this reason, unless there is a manufacturing fault, we can only accept returns or exchanges for unworn and unused saddle pads, still in their original condition, within the time frames outlined below. We appreciate your understanding.

Returns & Refunds

Returns & Exchanges Policy

At Equitex, we take great pride in the quality and craftsmanship of our products. We hope you love your purchase, but if for any reason it’s not quite right, we’re here to help with a straightforward returns process so you can shop with confidence.

Returning or Exchanging Your Order:

If you’d like to return or exchange an item, you can do so within 30 days of receiving your order. We kindly ask that products are returned in unused, unworn condition, with all original tags and packaging.

A Few Things to Keep in Mind:

Items must be in original condition, free from any signs of use or wear.

Custom-made or personalised items are crafted just for you, so they’re non-returnable unless faulty.

Products that haven’t been cared for in line with our care instructions won’t be eligible for return.

How to Make a Return or Exchange:

Get in Touch: Simply email our friendly team at returns@Equitex.co with your order number and reason for return or exchange. We’re always happy to assist!

Do not Fold the Pad: Please ensure items are only folded once at the spine. Not folded again to avoid any unnecessary creasing on the way back to us.

Send Your Parcel:
While we don’t cover return shipping costs, we recommend using a tracked and insured service for your peace of mind.

All returns, including those from US customers, must be sent to our UK returns address.

Receiving Your Refund:

Once your return arrives and has been inspected, we’ll send you a quick update. If everything looks good, your refund will be processed back to your original payment method within 7 business days. Please note, original shipping costs are non-refundable.

Need a Different Size or Colour?

We’re happy to offer exchanges, subject to availability. If we don’t have your desired item in stock, we’ll arrange a refund or offer store credit—whichever you prefer. Shipping costs for sending the replacement item will be the customer’s responsibility.

Something Not Quite Right?

If your order arrives damaged or isn’t up to the standard you expect, please get in touch within 7 days of receiving it. Send us a photo and a description of the issue, and we’ll make it right.

We’re always here to help! For any questions, don’t hesitate to contact our customer service team at customerservice@Equitex.co.

**Please note:** Sale items or ex-demonstration pads are non-refundable and cannot be exchanged.

  • Security

    Equitex saddle pads are designed to stay securely in place under a reasonably well-fitting saddle. Our innovative design includes a silicone grip that attaches to the saddle, eliminating the need for straps and ensuring no pulling against your horse’s coat. This minimises discomfort and maximises security. If you experience any slipping after your first ride, please contact us on 01582 316991 for personalised assistance.

  • Coat Protection

    We guarantee that the velvet underside of our saddle pads will not cause rubbing on your horse’s coat. After removing the pad, you’ll notice that your horse’s back hair remains flat, indicating no friction. During coat change seasons, hair loss near the back of the saddle may occur due to saddle movement, not the pad itself. Rest assured, Equitex velvet offers optimal protection, promoting coat regrowth during this period.

  • Binding Friction Disclaimer

    While our cotton binding is designed to be gentle, we do not guarantee it will never cause rubbing. The pad moves with the saddle and travels across the horse’s coat during riding, and in rare cases, particularly with sensitive horses or during coat changes, friction or pressure may lead to rubbing along the binding. To minimise this risk, we suggest using a coat shine product to allow the pad to glide smoothly. Additionally, ensure that the girth is not overly tight and that the pad is correctly sized for your horse’s comfort and freedom of movement.