Refund policy

Equestrian Diva Couture (EDC)

Last updated: 20 January 2026

Equestrian Diva Couture (“EDC”, “we”, “us”, or “our”) is committed to fair, transparent, and lawful trading practices in accordance with the Consumer Protection Act 68 of 2008 (CPA).

This policy outlines your rights and our obligations regarding returns, exchanges, and refunds.

1. GENERAL PRINCIPLES

  • All returns and refunds are handled in line with the CPA.
  • Proof of purchase is required for all returns or refund requests.
  • Items must be returned in a clean, unused, and resaleable condition, with original packaging and tags attached, unless defective.

2. COOLING-OFF PERIOD (ONLINE PURCHASES)

In terms of the CPA, customers who purchase goods online are entitled to a 7 business day cooling-off period.

You may cancel your online order within 7 business days of delivery provided that:

  • The item has not been worn, used, or altered
  • The item is in its original condition and packaging
  • All tags and accessories are intact

Return shipping costs during the cooling-off period are for the customer’s account.

3. DEFECTIVE GOODS

If a product is defective, damaged, or not fit for purpose, you are entitled to relief under the CPA.

3.1 Your Rights

Within 6 months of delivery, you may choose one of the following:

  • Repair
  • Replacement
  • Refund

The choice rests with the customer, as prescribed by the CPA.

3.2 Process

  • Defects must be reported as soon as reasonably possible.
  • EDC will assess the item to confirm the defect.
  • If confirmed, EDC will bear reasonable return shipping costs.

4. INCORRECT OR INCOMPLETE ORDERS

If you receive an incorrect item or your order is incomplete:

  • Please notify us within 5 business days of delivery.
  • We will arrange collection or replacement at no additional cost.

5. EXCHANGES

  • Exchanges are subject to product availability.
  • Items must meet return condition requirements.
  • Customers are responsible for return and re-delivery costs unless the item is defective or incorrectly supplied.

6. ITEMS NOT ELIGIBLE FOR RETURN

For hygiene, safety, and fairness reasons, the following may not be returned unless defective:

  • Worn or visibly used items
  • Intimate apparel or hygiene-sensitive items
  • Items damaged due to misuse, neglect, or incorrect care
  • Sale or clearance items (unless defective)

7. BUYER’S REMORSE (IN-STORE PURCHASES)

The CPA does not require refunds for in-store purchases due to buyer’s remorse.

However, at EDC’s discretion:

  • Exchanges or store credit may be offered
  • This is assessed on a case-by-case basis

8. REFUND METHOD & TIMING

  • Approved refunds will be processed via the original payment method.
  • Refunds may take 5–10 business days to reflect, depending on the payment provider.
  • Shipping fees are non-refundable unless the return is due to our error.

9. RETURNS PROCESS

To initiate a return, please contact us with:

  • Your order number
  • Reason for return
  • Supporting photographs (if applicable)

Contact Details:
shez@equestriandivacouture.co.za
072 614 4417

Returns without prior approval may be refused.

10. CONDITION OF RETURNED ITEMS

EDC reserves the right to refuse returns where:

  • Items show signs of wear or use
  • Packaging or tags are missing
  • Items are returned outside the applicable timeframes

11. FIT & SIZE DISCLAIMER

We offer professional fitting assistance in-store and provide detailed sizing information online. However, fit preference remains subjective, and customers are encouraged to contact us for guidance before purchasing.

12. PRODUCT-SPECIFIC RETURN CONDITIONS

Certain products require product-specific return rules. These sub-sections apply in addition to the general rules above and are intended to prevent general return rules from being applied to specialist products.

12.1 Helmets (Safety Items)

  • Helmets are safety equipment and may not be returned or refunded once fitted, worn, or used.
  • Helmets showing any signs of use, impact, handling, or riding will not be accepted for return.
  • Returns will only be considered if the helmet is unused, in its original packaging, and in a resaleable condition.
  • Damage arising from use, impact, mishandling, or wear does not constitute a manufacturing defect.

Only genuine manufacturing defects, as contemplated under the CPA, will be considered.

12.2 Boots & Riding Footwear

  • Riding boots and footwear are high-wear items. Normal wear and tear, riding use, mud, water exposure, sweat, strain on zips or laces, and incorrect care are not manufacturing faults.
  • Zips, laces, soles, and materials affected by riding or environmental exposure are excluded from refunds.
  • Items must be returned clean, unused, and in resaleable condition for any return to be considered.

Only genuine manufacturing defects in materials or workmanship will be assessed under the CPA.

12.3 High-Wear & Hygiene-Sensitive Items

For hygiene, safety, and fairness reasons, certain items may not be eligible for return unless defective. This includes, but is not limited to:

  • Items worn against the body
  • Items exposed to sweat, dirt, or riding conditions
  • Items that cannot be resold for hygiene or safety reasons

These items may only be returned if proven to be defective and unused.

12.4 Clarification: Manufacturing Fault vs Wear & Tear

  • Manufacturing defects refer to faults present at the time of sale (materials or workmanship).
  • Wear and tear, misuse, riding damage, and environmental exposure do not qualify as defects.
  • Where product-specific rules apply, they take precedence over general return rules.

13. CONTACT DETAILS

For any questions regarding returns or refunds, please contact:

Sherrie Weir
072 614 4417
shez@equestriandivacouture.co.za
137 Crocus Road, Midrand, South Africa