Returns & Refunds

We hope you will be pleased with your purchase, however should you wish to return anything bought from us, we will be happy to refund a product within 28 days of receipt, provided it is in a fully resaleable condition. Please ensure all parcels for return are securely wrapped, and that you include your name, order reference and contact number or email address so we can identify the parcel and process your return quickly.

How to Return an Item

To begin the process, simply complete the 'Request a Return' form to the rightbelow and follow the instructions on screen.

You will need to enter the email address that the products were ordered with, along with your order number. Your order number is located on your order confirmation which is emailed to you once your order has been processed. Can't find your order number? Log into Your Account to see all your orders and their order refrence numbers.

You can choose to return your order in any of our stores for free, or by post. We offer a Royal Mail Returns Service, which costs £4.99 (subject to size and weight restrictions), or you are welcome to use your own courier. Returns using your own courier should be made to: Millbry Hill Returns Department, Broken Brea Farm, Easby, Richmond, North Yorkshire, DL10 7EY.

We are unable to refund return delivery costs, however if you are returning the whole order the standard rate delivery charge for your original order will be refunded.

Please note: Returns must be made within 28 days from the delivery date in order to be considered valid. Exchanges can only be provided on items returned in store.

What items are returnable?

Items must be in original condition, in original packaging, with no damages to the product or the product packaging. Do not stick anything, including delivery labels, on shoe boxes/product packaging as this will void your return. Clothing and footwear must be unwashed and unworn.

All items that are being returned must be clean and in the same condition, they were when they left our warehouse. If an item arrives dirty then we are unable to process your return request. The product will then be returned to you at your own cost. This clause is in accordance with the Health and Safety at Work Act 1974.

If returning safety items such as riding hats, you must ensure the item is returned with sufficient packaging to prevent any potential damage in transit. The item should be placed in the original product packaging, and returned in a sturdy box, such as the original delivery box, and filled with packing material. Items such as riding hats may sustain damage that is not immediately visible but can compromise safety, therefore we reserve the right to refuse to accept such items where we have concern over the condition the item is received back to us in, including due to returning with a lack of suitable packaging material.

We cannot not accept returns on any opened food products, medicines, any form of undergarments, and any custom-made products are also non-refundable.


Request a Return

If you need to return an item to us, please complete the form below:

Reason for Return/Refund

Refunds & Returns Information

To Use Our Royal Mail Tracked Returns Service:

1) Go to http://www.royalmail.com/track-my-return/pick-a-retailer/ and follow the instructions on screen to download and print a returns label to return your parcel to Millbry Hill.

2) Securely package your item and attach the label to your parcel, ensuring any other delivery labels are removed from the packaging. Do not attach the label directly to your purchased product.

3) Take your parcel to your local post office and retain your proof of postage.

4) You can track your parcel at www.royalmail.com/trackdetails.

Please note, this service is only available to UK customers and costs £4.99 per parcel. To use this service you must have access to a printer to print your returns label and your parcel must be taken to a Post Office - it cannot be posted in a postbox. Alternatively, if you do not have a printer, follow the on-screen instructions to create a label and we will also email you a QR code to use at Royal Mail's Labels to Go Service (click here for more information ›). This service is also priced at £4.99.

*Please ensure you keep your proof of postage and tracking details safe, as in the event of a parcel being lost or damaged in the post we are unable to offer a refund without these details.

Parcels sent by this service must weigh less than 20kg and be no bigger than 61cm x 46cm x 46cm. If your item is larger than this, we can arrange a courier collection, at a cost of £15.95 per parcel (up to 15kg). We are not able to offer free returns on courier collections.

Download a Royal Mail Returns Label ›
(Note: this service costs £4.99)



Alternatively if you prefer to use another courier or delivery service, you can send items back to us to:

Millbry Hill Returns Department, Broken Brea Farm, Richmond, North Yorkshire, DL10 7EY

Please Note: When using your own courier, the cost of returning the item to us is your responsibility, and any free returns offers do not apply.

Please Note: Where an item is sold as part of a bundle deal, promotion or sold with a free product etc, the full bundle (including any free items) must be returned to obtain a full refund. However if you choose to keep part of a promotional deal or bundle, we will charge the normal full RRP for any items you wish to keep, which will be deducted from the total refund amount.

 

Return to Store

You can return your item(s) to any one of our stores, where it will be sent to our Returns Department for you free of charge. Please ensure you enclose a copy of your order invoice and/or completed returns form with your items.

Please note, the refund will be processed by our online team and will be issued to the payment method used to place the order, typically within working 7 days. You will receive an email confirmation when your refund has been processed.

International Returns

Provided you post your item back in perfect condition within 14 days, you are entitled to a refund for the full amount paid for the product. You may post your return on an economy service as your return does not have to reach us within this time, however your product(s) must be dispatched back within 14 days of receipt. Please ensure that you keep any tracking numbers and proof of postage for future reference. The cost of returning the item to us is your responsibility, and free returns offers do not apply.


IMPORTANT:- All returns must be clearly marked as "Returned Goods" on the outer packaging - failure to do this, will result in import duties being charged which will deducted from the amount reimbursed at the customer's expense.

Acceptable Return Condition

You can of course inspect or try an item on like you would in a shop, but please don’t actually use or wear it. If an item is returned to us dirty, damaged, worn or in an unsuitable condition, we won’t be able to give you a refund (and if we have to send it back to you, you will to cover the delivery costs). All items are inspected on return.

All returned items should be sent in their original condition and packaging where possible, including tags, bags and boxes (e.g. boots should be returned with the original shoe box). Please ensure you wrap the item and all original packaging securely with adequate protection. We cannot accept returns where the original packaging has been taped closed and/or delivery labels attached directly to the product packaging. 

Where an item is sold as part of a bundle deal, or sold with a free product etc, the full bundle (including any free items) must be returned. If part of a promotional deal is not returned, we will be unable to issue a full refund and the normal full RRP for any items you keep will be deducted from the total refund amount.

Restricted Returns

We regret that we cannot, by law, accept returns of any medication including all flea treatments and wormers. If you return a medicine to us we will dispose of it for you as it cannot be resold. In addition, we cannot accept returns on made-to-order or customised items, opened food or perishable goods, underwear, swimwear, pierced earrings, videos, DVDs, CDs and computer software or games. This does not affect your statutory rights where the goods are faulty or not as described.

For any safety items, such as riding hats, where damage may not be immediately visible but can compromise the safety of an item, returns must be securely packaged, with ample protective material (eg bubble wrap) to prevent any knocks and damage in transit. The item should be placed in the original product packaging, and returned in a sturdy box, such as the original delivery box, filled with packing material. We are unable to accept returns where sufficient protective packaging has not been used. 

In addition, due to Health and Safety regulations and the potential hygiene issues, we are unable to accept or inspect any items returned to us unless they are clean and dry.

 

Faulty or Damaged Items

Where an item is received as faulty, damaged or incorrect we will provide a postage paid returns label to return item(s) to us where required, or if preferred you can return to any of our stores. Damages should be reported to us within 24 hours of receipt of goods. We are unable to refund postage costs where an alternative delivery method is used by the customer, unless this has been agreed in writing in advance.


View our full Terms & Conditions >

Frequently Asked Questions

You can return items at your own cost, using a courier of your own choice, to Millbry Hill Returns Department, Broken Brea Farm, Easby, Richmond, North Yorkshire, DL10 7EY

Alternatively you can use our tracked and insured Royal Mail service, which costs £4.99. Please note; the maximum parcel size to use this service is 61cm x 46cm x 46cm, with a maximum parcel weight of 20kg.

Simply complete the 'Request a Return' Form above. Enter your name, order number and email address in the fields above and click 'Submit Return Request'.

You can then follow the instructions on screen on how to return your item(s) to us.

In the event of a damaged/faulty item, you can also complete the form to obtain a free of charge returns label. Please note, we are unable to reimburse delivery charges if you choose to use your own courier to return items to us.

We can only offer exchanges for orders returned in store. If you wish to exchange an item by post, please return the item(s) for a refund and place a new order online.

In the case of faulty/damaged items we may provide a replacement item, but cannot swap for an alternative item.

Under the rare occasion an item is received in a damaged condition or becomes faulty within its warranty period, please complete the 'Request a Return' Form above, selecting the relevant return reason. Complete the details as requested, and click 'Submit Return Request'. A member of our team will aim to be in touch within 48 hours (excluding weekends).

Please do not return your item until you have heard back from us, as we are unable to refund return postage costs. We will provide a free returns label if we require the item back.

To help process your return it can also help to also provide the below images:

  • Image of the whole product. This will allow us to assess the overall condition and any external damage.
  • The label showing the batch number and/or barcode (if applicable). This information helps us trace the product.
  • Fault area, if visible. If there is a specific issue or damage, please provide clear images of the affected area.

Please email the above images to sales@millbryhill.co.uk with your order number. Our customer service team will review the images and respond to you within 48 hours.

If you are returning your item(s) for a full or partial refund and would like to use our return label / collection service via Royal Mail then a nominal fee of £4.99 will be charged to cover this cost. This will be deducted from your refund amount.

Returns or exchanges in store are FREE.

Please note we do not refund return postage costs, however, if you are returning the whole order, the standard rate delivery charge for your original order will be refunded.

Once your return is received by our returns team, it takes approximately 2-5 working days to process your returned item. The returns team will inspect your item(s) and we will notify you of the approval or rejection of your refund.

Once your returned item(s) have been approved, your refund will be processed and will automatically be applied to the original method of payment. Once the refund has been processed it can take 3-5 working days for the money to appear in your account, depending on your bank.

Please note if during one of our promotional offers you received a free/discounted product upon ordering and would like to return you order, then you would also need to return the free gift/product back to us with the rest of your order. Should you return your order but keep the free gift/product, then the value price of the free gift or difference between the value price and price paid for the discounted product will be deducted from the refund of the order.