Refund & Returns Policy

1. Scope

This Policy applies to all digital products, physical goods, and services sold by House of Equestre – whether bespoke or “off-the-shelf.”

2. No Change-of-Mind Refunds

• Digital products (downloads, marketing templates, videos, code, etc.) are non-refundable once delivered or access has been granted.

• Physical products (e.g. printed brand books, merchandise) ordered on demand are non-returnable once shipped, except where they are manifestly defective or materially not as described.

• Custom/bespoke work (branding, strategy, media shoots) is non-refundable once we begin work or deliver the final assets.

3. Statutory Consumer Rights

If you sell to private consumers (not businesses), two rights survive contractual disclaimers:

1. 14-Day Cooling-Off (Distance Sales): Consumers may cancel service contracts or digital-content supplies within 14 days of purchase – unless they’ve expressly waived that right and work has begun.

2. Faulty Goods: Consumers always retain the right to a repair, replacement, or refund if goods are faulty, not fit for purpose, or not as described.

4. Faulty or Non-Conformant Deliverables

Even B2B clients can ask for a remedy if we deliver something materially wrong.

• Notification: You must email us at hello@houseofequestre.co.uk within 7 days of delivery, describing the issue.

• Remedy: We’ll either correct the deliverable at no extra cost, re-deliver, or – if we can’t fix it – issue a partial or full refund at our discretion.

5. How to Request a Refund or Return

1. Email hello@houseofequestre.co.uk with:

   • Your name, order/invoice number, and date

   • A clear description of why you believe the work or product is defective or non-conformant

2. We’ll acknowledge receipt within 2 working days.

3. If approved, refunds will be processed back to your original payment method within 14 days.

6. Shipping Returns (Physical Goods Only)

• You cover the cost of return shipping.

• We recommend using a tracked service or insurance – returns are your risk until they reach us.

• Once we receive and inspect the item, we’ll confirm by email whether a refund is approved.

7. Partial Refunds

We may grant partial refunds for:

• Minor defects you reported promptly, but that don’t prevent use

• Services you partially accepted in writing, where only part of the scope was faulty

8. Sale Items & Gift Cards

• Sale/Clearance items: Final sale, no refunds or exchanges.

• Gift cards/vouchers: Non-refundable, non-exchangeable for cash.