RETURNS, EXCHANGES AND CANCELLATIONS

Once your order is completed we aim to get your package to you as soon as possible, which is why we are unable to accept any manual cancellations once the order has been paid and processed.

If you wish to exercise your right to withdraw from your purchase, you must send the product back to us within 7 days from the day that you received it. For the return to be approved, you must complete the return form you received in the original package and contact us via email.

 

RETURNS 

WITHIN THE UAE

Returns are available within 7 days of delivery. A return is only accepted if the product is not used and unworn, still has all original tags attached and is returned in its original packaging along with any protective wrapping/packaging that came with the product. We will not refund any delivery charges you may have incurred with the original delivery. 

The return cost is AED 25 and this amount will be deducted from your refund.

 

INTERNATIONALLY

Returns are available within 7 days of delivery. A return is only accepted if the product is not used and unworn, still has all original tags attached and is returned in its original packaging along with any protective wrapping/packaging that came with the product. Returns need to be shipped back by you via a courier of your choice. Shipping costs are not covered by Equestribe (One Tribe Trading LLC).

When making use of your right to withdraw from your purchase, you are fully responsible for the return shipping fee and may select a courier of your choice.

Once we have received and approved your return, we will refund you for the product(s). All refunds will be done only through the Original Mode of Payment. Please be aware that we will not refund the shipping costs from the original purchase.

To make a return, please follow the steps below: 

1. Email us at office@equestribe.com with your order number and details of the item/s you would like to return.
2. Once our team have confirmed your return request and provided the return address, pack your item(s) and return slip into a bag or box.
3. On the airway bill please include your invoice number and note "Return shipment to UAE”.
4. Mail your return using your carrier of choice, at your cost.
5. Once your parcel is shipped, kindly e-mail a copy of your Airway Bill along with your order number.

 

IMPORTANT NOTICE

If the return is damaged, or demonstrates for example torn labels, dirt, hair, or any traces of usage, Equestribe has the right to charge you for the damage to the product. This charge can amount to 100% of the value of the product if it is not considered to be in saleable condition. You will then receive a refund minus the reduction for the damaged product.

EXHANGES 

We do not handle direct exchanges at our warehouse. If you wish to exchange a product:

1. Contact us via email to initiate your exchange process. 
2. Return the product as described and make sure you follow the detailed procedure:
   a) Follow the instruction "How to make a return" on the FAQ page. 
3. Receive your personalized exchange free shipping code (only applicable within the UAE) 
4. Place your new order on our website.

Note: For exchanges and returns outside the UAE, all shipping fees and return fees are the customer's responsibility. 

Don’t hesitate to reach out if you have any questions: office@equestribe.com

 

REFUNDS 

UAE

For all fully-priced items ordered in the UAE and using single-payment credit cards, refunds will be processed 72 hours after receiving the items and will show up in your bank account within 7-15 business days depending on the bank processing time. Refunds will be done only through the Original Mode of Payment.

The refund is made as soon as we have received and checked the product condition. The refund applies to the returned product. The cost for the original shipping will not be refunded.

 

GCC & INTERNATIONAL

All orders and items using single-payment credit cards, will be processed 72 hours after receiving the items and will show up in your bank account within 7-15 business days depending on the bank processing time. The refund is made as soon as we have received and checked the product condition. Refunds will be done only through the Original Mode of Payment.

The refund applies to the returned product. The cost for the original shipping will not be refunded and customers are responsible for the shipping fee of their return items. 

CANCELLATIONS

Once your order is completed we aim to get your package to you as soon as possible, which is why we are unable to accept any manual cancellations once the order has been paid and processed. Should you wish to cancel your order, please follow the guidelines for returns.