Exchange & return

Of course, our aim is to completely satisfy you with every purchase at Emmers Equestrian. We strive for excellent quality and outstanding customer service. But what if that is not the case for you? 

At Emmers Equestrian you can exchange purchased items for free*. If you wish to return an item for an exchange, please register your package in our return portal. In addition to returning your item by post, you can also exchange it easily and free of charge in one of our stores.

Please complete the information as correctly and completely as possible. Return the purchased product(s) in their original packaging with original labels within 14 calendar days. All returned goods must be in new, unused and clean condition, together with a copy of the original delivery note. The return shipment can be refused if the products do not meet the above conditions.

Attention: the following products are excluded and therefore cannot be returned:
      • Personalized products: products that are made to measure and/or color of the customer and that require registration.
​      • Products that were ordered especially for the customer and that are not part of the standard range of Emmers Equestrian.
      • Discounted items.

*The exchanged items will not be re-shipped for free, if it concerns items:
      • with a value lower than €50 for shipments to Belgium and the Netherlands
      • with a value below €100 for shipments to Germany
      • with a value below €150 for shipments to France and Luxembourg
      • that are exchanged to another country within the EU, the same shipping costs apply as with the original shipment. ​      
      • that are exchanged to a country outside the EU, then the return costs, new shipping costs and any import costs are at the customer's expense.​ ​      
      • that were purchased with a promo price of a temporary discount. Items with a permanent discount cannot be returned. ​

The return address is:
Emmers Equestrian
Bernard Kempplein 23
3930 Hamont-Achel
Belgium

When items are returned (and exchanged) from outside the European Union, the customer is responsible for paying the return costs, the new shipping costs for an exchange and any import costs. Emmers Equestrian does not cover the shipping costs for returning an item, nor any potential custom taxes. We will refuse the package if we have to pay import duties again. We recommend using a traceable service to reduce the risk of lost parcels. Please note that returns from outside the European Union are quite expensive due to the high shipping and import costs, depending on the country of return. For more information about the custom taxes, please contact your local customs office. No warranty or service is valid when delivered outside the European Union. If you nevertheless wish to return an item, clearly state on the packaging that it is a RETURN SHIPMENT.

If the delivery address provided by the customer is not valid and thus implies a return of the package in the absence of receipt at the indicated address, the return costs and the costs of resending the package to a new address indicated will be borne by the customer.

At Emmers Equestrian you can quickly & easily return purchased items. If you wish to return an item, please register your package in our return portal. In addition to returning your item by post, you can also exchange it easily and free of charge in one of our stores.

Please complete the information as correctly and completely as possible. Return the purchased product(s) in their original packaging with original labels within 14 calendar days. All returned goods must be in new, unused and clean condition, together with a copy of the original delivery note. The return shipment can be refused if the products do not meet the above conditions.

If the product was purchased through our webshop, the purchase amount (minus the return costs) will be refunded to the customer by bank transfer within 10 working days to the same account number with which the original payment was made.
If the product was purchased in one of the Emmers stores, the purchase amount (minus the return costs) will be credited to the customer's account (in this case money will never be refunded). This credit can be used both online and in the physical stores.

Attention: the following products are excluded and therefore cannot be returned:
      • Personalized products: products that are made to measure and/or color of the customer and that require registration.
​​      • Products that were ordered especially for the customer and that are not part of the standard range of Emmers Equestrian.
      • Discounted items.

The return address is:
Emmers Equestrian
Bernard Kempplein 23
3930 Hamont-Achel
Belgium

When items are returned from outside the European Union, the customer is responsible for paying the return costs and any import costs. Emmers Equestrian does not cover the shipping costs for returning an item, nor any potential custom taxes. We will refuse the package if we have to pay import duties again. We recommend using a traceable service to reduce the risk of lost parcels. Please note that returns from outside the European Union are quite expensive due to the high shipping and import costs, depending on the country of return. For more information about the custom taxes, please contact your local customs office. No warranty or service is valid when delivered outside the European Union. If you nevertheless wish to return an item, clearly state on the packaging that it is a RETURN SHIPMENT.

If the delivery address provided by the customer is not valid and thus implies a return of the package in the absence of receipt at the indicated address, the return costs and the costs of resending the package to a new address indicated will be borne by the customer.

In this case, we would like to start with an apology for the inconvenience.

Please inform us within 3 calendar days in case of a problem or defect with the received item(s), and register your return package in our return portal.

Please complete the information as correctly and completely as possible and send back your purchase(s) in their original packaging within the next 14 calender days. 

In any case, a return is only accepted if the item has been sent back undefiled, undamaged and unworn and in the original packaging.

The cost of shipment (providing a return label) of the damaged product(s), shall be taken by Emmers Equestrian. Emmers Equestrian is not liable for odds, accident, misuse or wrong manipulation of an article by the customer. An article with an acceptable claim will be repaired or replaced free of charge in case it is in stock. In case the ordered item is no longer in stock, a reimbursement will take place.

All items ought to be returned in an orderly fashion. This way we can resolve your complaint as fast as possible. 

Defects cause by accidents, neglect or misuse are not the responsibility of Emmers Equestrian.

In this case, we would like to start with an apology for the inconvenience.

In case you have received (a) wrong product(s), please inform us within 3 calendar days . Contact us via e-mail to webmaster@emmers.be. We will examine how to best resolve the issue and will probably ask you to register your return package in our return portal.

The cost of shipment (providing a return label) of the wrong product(s), shall be taken by Emmers Equestrian.

Emmers Equestrian is not liable for odds, accident, misuse or wrong manipulation of an article by the customer. Depending on the availability, we will immediately send you the correct product. In case the ordered item is no longer in stock, an alternative will be offered or a reimbursement will take place.

All items ought to be returned in an orderly fashion. This way we can resolve your complaint as fast as possible. 

Defects cause by accidents, neglect or misuse are not the responsibility of Emmers Equestrian.

Of course, we hope our customers are 100% satisfied. But in case there is a problem or you have a complaint, we would like to hear it and try to resolve the issue. Please contact us via webmaster@emmers.be or visit one of our stores. We will be in touch as quickly as possible.