Customer Returns Policies

Customer Returns Policies

We have two separate Returns Policies. The first one is for use if you have purchased an item directly from one of our stores. The second is for purchases made via this website or over the phone using the Click & Collect, Local Delivery or Courier Delivery options.


In Store Returns

If you have purchased an item in one of our stores, or have been given an item as a gift that was originally purchased from us, this following information explains what you can expect in terms of being able to return that item to us.

We strongly recommend that you take the item back to the store from which it was originally purchased as the staff there are most likely to be familiar with the product and to be able to assist you in finding a suitable replacement. Our stores do not hold identical product ranges and therefore not all products are available at all sites.

However, if you want to return the item to another site, you can normally do so but please be aware that some product ranges are stocked in the Feed Barn at one site and in the Saddlery at the other site. If the manager on duty in the store is not familiar with the product, they may contact another store to request assistance in dealing with the issue and in certain exceptional circumstances ask you to return the item to the other store instead.

We believe that there are three main reasons why you may want to return an item and these are dealt with individually below as the exact procedure and what you can expect does vary between these situations:


Returning an item that is not required, but was originally purchased by yourself

Provided the item is clean and in a saleable condition and is returned along with all its original packaging, we will accept an item back with a valid receipt for up to 28 days*. If you do not have or cannot produce a valid receipt, the staff may try to satisfy themselves that the product was purchased from us in the last 28 days, but they are not obliged to take the item back and therefore it is very important that you retain your receipt.

Please note that the decision as to whether an item is in a saleable condition is left to the manager on duty in the store. If you disagree with their decision, please see our Customer Services Pledge for how to take the issue further.

Where we have agreed to take the item back, we will try to find a suitable replacement for you but if this is not possible you will be refunded either in gift vouchers or via your credit account, credit/debit card or in cash based on how you originally paid for the item.


Returning an item that is not required and was received as a gift

Provided the item is clean and in a saleable condition and is returned along with all its original packaging, we will accept a gift item back with a valid gift receipt or normal receipt for up to 28 days. If you do not have or cannot produce a valid receipt, the staff are not obliged to take the item back and therefore it is very important that you retain your receipt or request it from the person who originally gave you the gift.

Please note that the decision as to whether an item is in a saleable condition is left to the manager on duty in the store. If you disagree with their decision, please see our Customer Services Pledge for how to take the issue further.

Where we have agreed to take the item back, we will try to find a suitable replacement for you but if this is not possible you will be refunded. If you have a gift receipt, we will refund you in gift vouchers so that you may select a suitable alternative gift from our stores at your convenience. If you require a refund by card or cash, you should ask the person who originally purchased the item to return it to us themselves on your behalf along with the original (non-gift) receipt.


Returning an item that is defective, faulty or out of date

If you believe an item was sold past or too close to its "best before" or expiry date, we will replace the item for you where possible, provided you can produce a valid receipt, made the purchase within the last 28 days and the item was not originally sold at a discounted price to take into account the fact that it had a short shelf life.

If you believe an item is faulty or defective and have a valid sales receipt proving you purchased the item from us in the last 365 days we will consider your request to return it. If you do not have or cannot produce a valid receipt, the staff may try to satisfy themselves that the product was purchased from us in the last 365 days, but they are not obliged to take the item back and therefore it is very important that you retain your receipt.

In situations where the manufacturer of the item themselves offers an extended warranty in excess of this standard 365 day warranty, we will do everything we can to help you exercise your warranty, such as contacting the supplier and returning the product to them on your behalf, etc.

Please note that our staff are not obliged to deal with items that may constitute a health and safety risk and therefore please make sure that any item you return for inspection is in a reasonably clean and tidy state.

In many cases the manager on duty in the store will be able to make the decision on whether we are prepared to exchange, replace or refund the item in which case your return will be dealt with there and then.

However with some suppliers, because of our trading terms with them, we may have to send the item away for a decision by the supplier themselves. In these cases you will be issued with a receipt and we will send the item to the supplier on your behalf. Please note that if the supplier does not consider the item to be faulty or defective, you may be charged postage to have the item returned to you.

Where the manager on duty, or in some cases the supplier, decides the item is faulty, we will do our best to provide you with a direct replacement for the item. If this is not possible, we will provide you with a refund either in gift vouchers or via your original method of payment.

If you disagree with the manager on duty's decision and/or are not happy with how you have been dealt with during this process, please see our Customer Services Pledge for how to take the issue further.


At Speedgate, we are committed to try and offer the very best level of service to our customers. For this reason, our staff will frequently go above and beyond the minimum standard set out in this document in order to ensure you are happy with the service you have received.


*We regret that we can not accept back any items which were Special Orders obtained specifically on a customer's request and not normally carried in stock. The exception to this is where the item is deemed to be faulty or defective in which case we will accept the item back under our standard 365 day warranty.


Click & Collect, Local Delivery and Courier Delivery Returns

Sales via this website or over the phone are subject to our standard online Terms & Conditions. Please click the button below to view these, Clause 7 specifically deals with returns. You will be asked to accept our Terms & Conditions on placing your order.

View Terms & Conditions