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, or you are welcome to use your own courier. 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:
Frequently Asked Questions
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.
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 2-3 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.
