Refund policy

Returns & Refund Policy – Black Paddock Equine

1. Returns – Conditions and Procedure

a) Consumers have the right to withdraw from a distance sales contract within 14 calendar days from the date of receiving their order, without providing any reason.

b) To exercise your right of withdrawal, please submit a return request including the following information:

Full name
Email address or postal address
Telephone number (optional)
Order number
Name(s) of the product(s) being returned
Bank account details (only if the refund cannot be processed using the original payment method)

c) Please return the product together with all accessories and, where possible, proof of purchase (receipt or invoice).

d) Returned products must be in a condition suitable for resale. For sealed products (such as horse supplements, cosmetics, or grooming products), returns are accepted only if the original seal remains intact and the packaging has not been opened.

e) The customer is responsible for the direct cost of returning the goods unless the return is due to a defective product or an error on the seller's part.

f) Refunds will be processed within 14 days from the date we receive the withdrawal notice. We reserve the right to withhold the refund until the returned goods or proof of their return has been received, in accordance with applicable law.

Return Address

Black Paddock Equine
Krzeszów 59
34-206 Krzeszów
Poland

We do not accept Cash on Delivery (COD) returns.

We recommend using a tracked shipping service and ensuring that returned products are securely packaged for transport.

2. Eligible Return Products

The following products may be returned provided they meet the conditions set out in this Returns Policy:

✔ Horse accessories (e.g. halters, lead ropes, brushes, saddle pads, boots)

✔ Stable and horse care accessories

✔ Unopened horse grooming products

✔ Unopened insect protection products and related accessories (e.g. fly traps, application brushes)

3. Products Excluded from Returns

For hygiene, safety and product integrity reasons, the following items cannot be returned:

❌ Opened or used horse feed supplements

❌ Opened horse feed, lick blocks and other nutritional products

❌ Opened cosmetics and grooming products

❌ Opened insect control products and chemical products

❌ Custom-made or personalised products

❌ Products showing signs of use or damaged by the customer in a way that prevents them from being resold as new

4. Complaints & Defective Products

a) If the purchased product is defective, does not conform to the order, or has been damaged during transport, the customer has the right to submit a complaint.

b) To submit a complaint, please provide the following information:

Full name
Email address or postal address
Telephone number (optional)
Order number
Name of the product
Description of the issue or defect
Photos of the product (if available)

c) Depending on the nature of the complaint, we may ask you to return the product together with proof of purchase.

d) Complaints will be reviewed within 14 days of receipt or, where a return is required, within 14 days of receiving the returned product.

e) We will notify you of the outcome of your complaint by email. If your complaint is accepted, any refund will be issued using the same payment method used for the original purchase, unless you expressly agree to another method.