Have you experienced an issue with an item purchased from Epplejeck?
We’re genuinely sorry for the inconvenience and will do everything possible to resolve it quickly and efficiently.
The applicable manufacturer's warranty covers all our items for production or material defects. The standard manufacturer’s warranty is valid for 1 year from the date of purchase and applies exclusively to defects in materials or workmanship.
Please note:
The warranty becomes void if the item has been repaired by anyone other than Epplejeck or the manufacturer. It also does not apply if the product has been modified or customised, such as repainting a riding helmet or applying decorative rhinestones.
The warranty does not cover loss of rhinestones, normal wear and tear (e.g. abrasion on silicone seat patches, pilling), broken zippers due to use and damage caused by external factors (e.g. horse bites, nails, screws, or excessive friction).
Our customer service team will be able to help you if you want to file a complaint. Please get in touch with us at
[email protected] and ensure that your message includes a clear description of the issue, photos of the item and the problem, and your order number or customer reference. We will get back to you as soon as possible with a suitable solution.
Important information for returning an item under complaint:
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Our customer service team will email you with a return label, the return address, and a return form (in case you no longer have it). Please fill out the form and include it with the item.
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Make sure the item is as clean as possible before returning it.
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Carefully package the item and the return form together, sealing the parcel securely. Ensure the return label is clearly visible.
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If you do not have a return label, always send your return to our Heerenveen warehouse, not a physical store. The return address is:
Epplejeck Horse & Rider Superstore
Attn: Returns
Icarus 30
8448 CJ Heerenveen
The Netherlands
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Once we have received your return, you will receive a confirmation email.