Returns Policy

SureStride Equestrian



We hope that you enjoy the purchases you make from SureStride . However, if you wish to return an item, you may do so in accordance with your statutory rights or in accordance with this Returns Policy. Our returns Policy is valid for saddlery items and accessories however this Excludes our HM saddles and HM Pad-dles as these are instead subject to our trial period terms and conditions.

How to Return an Item 

As an alternative to the return options provided by your statutory rights, customers may return items purchased from SureStride  under this Returns Policy in accordance with the following terms:

1.   Returns made under this Returns Policy must be made within 14 days of delivery of an item.

2.   Items to be returned must:

a.   Items to be returned must be unused and with any tags still attached.

b.   Saddles and Pad-dles are subject to our trial period terms and conditions and are not covered by our returns policy

3.   To start the returns process, you should email us at requesting a return in accordance with this Returns Policy. Include your name, identification of your order (e.g. an order number), and details of the item(s) you want to return.  

Entitlement to a Refund

When a return is made following the requirements and procedures set out in this Returns Policy, a customer is entitled to a full refund of the price you paid for the item(s): 

1.   Taking into account any discounts that were applied at the time of purchase.

2.   Exclusive of any shipping costs paid.

3.   There are certain situations where only partial refunds are granted: (if applicable)
Book with obvious signs of use CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

4.   Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

5.   .Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

6.   If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Processing Returns

Once we have received an item you wish to return:  

1.   We will check the item you have returned within, wherever possible, 14 days.

2.   If we confirm that the item and your returns procedure comply with the requirements set out in this Returns Policy: 

a.   We will let you know that your return has been received and accepted. 

b.   You will receive a refund via your original payment method, within the timescale set our by the terms issued by the provider of your original payment method. Or, if an exchange is available and agreed to instead, your new item will be delivered to you within our usual delivery timeframes.

3.   If the item returned or your returns procedure does not comply with the requirements set out in this Returns Policy:

a.   We will let you know why your return has not been accepted. 

b.   We may offer a reduced refund (e.g. if an item is returned damaged).

c.   You will have the option to take the item back (note that you may be required to pay for shipping if necessary).


If you wish to exchange an item purchased for another item (e.g. the same product in a different size or colour), you should return the purchased item as usual (i.e. as set out above) and, during the returns process, indicate your wish to exchange your item for a new item and specify exactly which item you wish to exchange for. Then: 

1.   If the requested exchange is possible, we will send the new item to you once the item being returned has been received.

2.   If the requested exchange is not possible (e.g. because the requested item is not in stock or has a different price), we will inform you of this and provide a refund instead. You may then choose to purchase an alternative item from us by starting a new purchase.

3.   The purchaser will be eligible for all shipping costs accrued.

Offers and Promotions.

Offers or promotional items may entail and include additional or alternative terms to those listed here. All others remain relevant where appropriate.

A Customer’s Statutory Rights 

The returns process provided under this Returns Policy is provided in addition to customers’ statutory rights and this Returns Policy does not diminish these statutory rights in any way - it simply provides our customers with an additional returns option.


A customer has a statutory right to a refund in certain circumstances. For example, you may have a right to a refund if a product is not of satisfactory quality or not fit for purpose. Or, if you’re a consumer, you may have a right to simply change your mind and cancel your order in certain circumstances (i.e. your cancellation rights). 


Exactly which rights apply to your situation will depend on the circumstances of your purchase. For example, whether you purchased as a consumer or a business; whether you purchased online or in-store; and whether you purchased digital content or other items. For more information on your rights in relation to your purchase:

1.   See the Terms and Conditions that cover your purchase. You will have been shown or given these during the purchase process.

2.   You can contact us at to request a copy of the relevant Terms and Conditions, to ask which of our Terms and Conditions are applicable to your purchase, or to request more information about your rights.