Returns and warranty of incorrect or faulty items

If you have received a damaged or defective product please always notify us at [email protected]. The same goes for items that were wrongly sent to you and are not something that you've ordered.
Please explain us the nature of the damage or what part of the item is missing, submit a clear photo of the defect area, a photo of the entire item, a photo of the item tag and the order number. Providing photos helps us understand exactly what's wrong and helps us resolve your claim more efficiently. 

 

Warranty and complains

Do you think there's something wrong with the item you bought at Epplejeck? That's of course super annoying and we're definitely going to try to fix it! All delivered items are subject to the manufacturer's warranty as far as manufacturing and material defects are concerned. The manufacturer's warranty is valid for 1 year. The warranty covers manufacturing and material defects. If an item is repaired by someone other than Epplejeck or the manufacturer, the warranty will lapse. The warranty also lapses if you have adapted the item or have it adapted to your specific wishes, for example by spraying a helmet or decorated the item with, for example, strass stones.

Loss of rhinestones, wear and tear of a silicone seat, broken zippers and other wear and tear due to use (such as pilling) are not covered by the warranty. Damage as a result of external violence (for example: the item comes into contact with horses teeth, nails, screws or is damaged by rubbing and pulling) is also not covered by the warranty.

Of course we would like to try to solve a complaint together with you. In case of a complaint, always contact our customer service first, via [email protected]. Pictures speak louder than words! Mail us your complaint, photo and order number or customer number and we will contact you as soon as possible.

Important when returning an item with a complaint:

• You will receive a return label from our customer service (via email) with the return address ànd the return form in case you no longer have it. Fill out this return form and send it along with the item.
• Try to clean the item as much as possible.
• Include the completed return form in your package, along with the item. Make sure to attach the return label clearly visible on the outside of the package.
• If you do not have a return label, always send the return to the return address in Drachten and not to one of our shops. The address for your return is:

Epplejeck Horse & Rider Superstore
With regard to: Returns
De Meerpaal 8
9206 AJ Drachten
The Netherlands

As soon as we receive your return, we will process it promptly and contact you via e-mail to discuss the outcome.

Warranty and complaint process

1. After receiving your email with the complaint, photo and order number or customer number, it will be assessed by our warranty department or the manufacturer of the item in question.
2. We or the manufacturer determine whether a complaint is justified and if so, whether it will be repaired, replaced or reimbursed.
3. In the event of a justified complaint, usually we will ask you to return the relevant item. You will receive a return label from us so you will have no shipping costs.
4. Once we have received the item, we will contact you by e-mail to take care of it further.
5. If you have an unfounded complaint, we will see if the item can still be repaired and we will let you know what the costs are. You can decide for yourself if you want to make use of this offer.
6. In the case of an unfounded complaint the return costs will be at your expense.
7. We will always let you know beforehand of the return if the complaint is justified or unfounded.