How do I return or exchange an item?
We hope you are completely satisfied with your purchase from Gillett Cook but we understand sometimes things change or you want to swap it for something else.
If you wish to return an item, please notify us within 14 days of receiving your order at firstname.lastname@example.org. The order must then be returned to us within 14 days. Please mark the item you are returning on your Customer Despatch Note you received with your order and repackage with your return. Unfortunately if we do not receive your Customer Despatch Note together with your item(s), it could delay your return and subsequent refund or exchange. If you would like a refund, we will issue you with a full refund within 14 days of receipt of the original order.
Please obtain proof of postage for your return, and clearly address it to:
Gillett Cook Ltd
Willow Farm Equestrian Centre
Alternatively, items can also be returned in store if bought online, provided it is still within the 14 days from receipt of goods. You can return the item to any till along with your returns form.
What is your guarantee and returns policy?
We will accept returns of items that are unused, unmarked, in the original packaging with the original labels attached. We reserve the right to refuse a refund if the item(s) returned are in unsatisfactory condition. Please repackage the parcel as you received it and do not stick tape or labels onto the product itself.
Unless the item is faulty, please note you are responsible for the cost of returning the goods to us. Return postage is at your own cost and risk. Please note: We cannot accept liability for returned items damaged or lost in transit or if we do not receive your goods. We recommend that you return your items via registered post and take out the adequate insurance to cover your parcel’s contents.
Any refunds needed will be processed through the website so please allow 3-5 working days. If an exchange is needed we can do this in store and dispatch within 2-3 working days. Unfortunately, except in cases where items are faulty, no refund will be given on items returned after 14 days. Please note we are unable to refund postage charges.
Unfortunately we are unable to accept returns of any animal feed, supplements, riding hats, body protectors or anything that has been personalised.
Our returns policy does not affect your statutory rights.
If you are unsure about any of the above or have questions regarding returns and/or exchanges, please contact us via email on email@example.com or via telephone at +44 (0)1795 523400.
How long does the return take?
It can take up to 7 calendar days for your refund or exchange to be processed.
Can I drop my parcel off to you at your returns address?
If you live in Kent or the surrounding areas, or just happen to be nearby, you are more than welcome to drop your returns parcel back to us at our lovely tack shop, provided it is still within the 14 days from receipt of goods. That way, if you want to swap it for something else or just meet our friendly team, you can!
We are based at Willow Farm Equestrian Centre near Faversham, which means we are lucky enough to be in a rural, yet widely accessible, location. You can find us at:
What are your opening hours?
What if my item is faulty?
We are really sorry if this is the case. We would like to be able to investigate this so please contact us directly.
Provided the item is still within the 14 day return policy period, we will have a replacement sent out to you as quickly as possible. Of course, we will issue a full refund if you would prefer.
If you have had the item for more than 14 days and feel it has developed a fault that you would not normally expect, please get in touch with us before you send it back and we will do our best to resolve the problem.
How do I make a complaint?
We are really sorry that you even need to ask this question. We pride ourselves on delivering great products with great service and we are disappointed that on this occasion, we have let you down. Please contact us via email on firstname.lastname@example.org or via telephone at +44 (0)1795 523400 and one of our friendly team will be able to deal with this for you.