Returns & Refunds
Returns
If you are not satisfied with your purchase, we will happily accept a return within 14 days of you receiving your order, providing the item/s are returned in their original unused condition. We must be contacted within the 14 days after receiving your order, otherwise your return will not be accepted. Labels/tags must remain on the unused item (if applicable).
Please note we do not cover the cost of returning your item. Personalised horseshoes, gift vouchers, and sale/reduced items are non-refundable.
All items must be delivered/sent to our address - view the bottom of this page. Please note we are not liable for any returned items that have not reached us or get lost in the post, and it is your responsibility to decide whether to insure/track your shipment.
Please contact us to create a return.
Once we receive the returned item/s we will either process a full refund for the item/s, offer you a gift voucher, or you can exchange the item/s for another in-stock item/s.
Please note you will not be required to return your item/s if it is a damaged good - we ask that you safely dispose of the item/s after you have contacted us regarding the issue. See 'damaged goods' below for more information.
Refunds
Once we have received your returned item/s and if you have opted to receive a refund, we will refund the full cost of the item/s to you as soon as possible. Please note delivery/shipping costs are not refundable.
How you will be refunded (depending on how you have paid for your original order):
- PayPal - We will refund you through PayPal
- Bank transfer - We will contact you for your bank transfer details to return the funds
- Pay by Card - We will contact you to ask for your bank transfer details or PayPal if you would prefer. Unfortunately we cannot always refund directly to your card - we will let you know if we can.
- Gift voucher - You will be issued a new voucher to use online. The expiry date will be six months from the date of issuing the new voucher.
Gift vouchers
If you have returned your item to us and you have opted for a gift voucher, we will issue this to you as soon as possible after receiving the item. The gift voucher will cover the cost of the item/s only, and will not include any shipping/delivery costs.
Gift vouchers are valid for 6 months only and can be redeemed online by entering your unique code in checkout.
Exchanges
Once we have received your return and if you have opted for an exchange, we will process this as soon as we can.
If the exchanged item is of higher value, you will be required to pay the difference. Should the exchanged item be of less value, we will refund you the difference, or offer you a gift voucher to use online for the remaining difference.
If the item is not a damaged good, you will be required to pay shipping/delivery costs (if applicable) to send the new item to you.
Damaged goods
If you receive your item and it is damaged/broken then please contact us as soon as possible with a photo of the item/s. If the item/s are deemed unusable, we will either send you a replacement of the item/s (if we have stock), offer a full refund for the item/s, or you can choose another item to receive in its place (an exchange).
We will not charge you to ship/deliver a replacement or exchanged item to you, and you can dispose of the original damaged item/s.
Please note that many of our products are handmade and that any minor imperfections are possible as every item is unique. These minor imperfections may not be considered as a 'damaged good'.
Orders placed as a gift
If you have placed an order to be delivered/shipped to someone else as a gift, the recipient is able to return their product/s within 14 days of receiving their item.
Our address
Please send/deliver all items for a refund/exchange to the following address:
MYSA - FAO Aimée Bran
3 New Road
St Sampsons
Guernsey, Channel Islands
GY2 4QF
Please contact us for directions if you are Guernsey-based.
If you have any questions or queries regarding our returns & refund process, please do get in touch.