Your horse’s story is unique — give it the Fairytail ending it deserves.

Login

Country

Your bag (0)

Your cart is empty

Refund policy

Last updated: September 23, 2026

EU 14-Day Right of Withdrawal

Consumers residing in the European Union generally have the statutory right to withdraw from an online purchase within 14 days of receiving the goods, without providing a reason, subject to the conditions and exceptions provided by applicable law.

To exercise this right before the withdrawal period expires, complete our Right of Withdrawal form or email us at info@equinetails.com. We will acknowledge your request and provide the necessary return instructions.

Nothing in this policy limits any mandatory rights available to consumers under applicable law.

Return Window

We offer a 14-day return window to customers worldwide. You must contact us within 14 days of receiving your order to request a return.

For customers outside the European Union, this 14-day return window is provided voluntarily and remains subject to the eligibility conditions set out below.

Return Eligibility

To be eligible for a standard return, the product must be:

  • In the same condition in which it was received.

  • Unworn, unused and unaltered.

  • Complete and returned with any original tags.

  • In its original packaging, with any applicable seals intact.

  • Accompanied by the receipt or other proof of purchase.

Customers may inspect a product only to the extent reasonably necessary to establish its nature, characteristics and suitability.

Where handling beyond what is reasonably necessary has reduced the value of the product, we may make an appropriate deduction from the refund where permitted by applicable law.

Starting a Return

To request a return, email info@equinetails.com and include:

  • Your name.

  • Your order number.

  • The product you wish to return.

  • The reason for the return, where applicable.

  • Photographs if the product is damaged, defective or incorrect.

If your return is accepted, we will provide instructions explaining how and where to send the package.

Products returned without first requesting and receiving return instructions may not be accepted.

Return Shipping

Unless the product is defective, damaged, incorrect or otherwise not as described, return shipping costs are the responsibility of the customer.

We strongly recommend using a tracked shipping service and retaining proof of postage. Equine Tails cannot be responsible for returned packages lost or damaged during return transit before they reach us.

International returns may take several weeks to arrive in Greece, depending on the origin country and selected carrier.

Where required by applicable EU consumer law, the cost of the least expensive standard outbound delivery option will be included in the withdrawal refund. Any additional amount paid for express or premium delivery may not be refundable.

Damaged, Defective or Incorrect Products

Please inspect your order as soon as it is delivered.

If a product is defective, damaged during delivery or different from what you ordered, contact us promptly at info@equinetails.com and include your order number and clear photographs of the issue.

We will assess the problem and provide an appropriate remedy in accordance with applicable consumer law. This may include replacement, repair, price reduction or refund, depending on the circumstances.

Colour Match and Final Appearance

Tail extensions are selected, fitted, applied and styled by the customer. Their final appearance can be affected by the selected colour, lighting, screen settings, the horse’s individual coat and the way the product is fitted and styled.

An exact colour match or specific final result cannot be guaranteed. If you are uncertain about the most suitable shade, please contact us before ordering and we will be happy to offer general guidance.

This section does not affect your statutory rights where a product is faulty or materially different from its description.

Exceptions and Non-Returnable Products

The right to return or withdraw may not apply to:

  • Products made, modified or clearly personalised according to a customer’s specifications.

  • Sealed products that are not suitable for return for genuine health-protection or hygiene reasons after the seal has been broken, where this exception is permitted by applicable law.

  • Gift cards.

  • Any other product or service excluded from the right of withdrawal by applicable law.

A product will not automatically become non-returnable merely because it was purchased during a sale or at a discounted price. Sale products remain eligible for return where required by applicable consumer law.

These exceptions do not affect your rights where a product is faulty, damaged or not as described.

Custom and Personalised Products

Products created or modified according to your individual specifications may be treated as personalised goods and may not be eligible for cancellation, return or exchange unless they are faulty or not as described.

Any applicable restriction will be communicated before the order is completed.

Exchanges

The quickest way to receive a different product, colour or variation is normally to return the original product and, once the return has been accepted, place a separate order for the replacement.

Please contact us before returning a product so we can confirm the available options.

Refunds

We will notify you after receiving and inspecting your return and will confirm whether the refund has been approved.

Approved refunds are issued to the original payment method. We aim to process them within 10 business days after approval. Your bank or payment provider may require additional time before the refund appears in your account.

For an EU statutory withdrawal, the refund will be handled within the deadlines required by applicable law. Where permitted, we may withhold the refund until we receive the returned goods or you provide evidence that they have been sent back.

If more than 15 business days have passed since we confirmed approval of your refund, please contact info@equinetails.com.

Contact

For questions concerning returns, exchanges, withdrawal rights or refunds, contact:

Email: info@equinetails.com