ExchangeS, returNS & COMPLAINTS
We want you to be completely satisfied with every purchase and strive to provide excellent quality and top-notch service at all times. But what should you do if you want to exchange, return a product, or if you have a complaint?
As a private individual, you can exchange purchased items for free at any of the Emmers stores. If you made the purchases for business purposes, exchanges can only be done at our Belgian locations in Hamont or Sentower Park. If you wish to exchange items in De Peelbergen, please contact us before your visit (peelbergen@emmers.eu).
Please 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, along with a copy of the original delivery receipt. Exchange may be refused if the products do not meet the above conditions. In case of refusal, the goods must be picked up or will be returned to the buyer by post. In this case, the return costs are the responsibility of the buyer.
If you want to exchange an item, follow the return procedure below for returning your item and order the item again through the website. If you purchased the item during a temporary promotion that is no longer valid at the time of your new purchase, the promotional price is not valid.
Please note: The following items are excluded and cannot be exchanged:
- Personalized products: Products customized in size and/or color for the customer that require registration.
- Products specially ordered for the customer and not part of the standard assortment of Emmers Equestrian.
- Discounted items/sale items
If the provided delivery address is invalid and leads to the return of the package due to a lack of receipt at the specified address, the return costs and costs for resending the package to a new address are the responsibility of the customer.
If you are not satisfied with your purchase, you can return your purchased item(s) quickly and easily through our return portal. The return must be made within 14 calendar days of purchase and is at your own expense. Additionally, it must meet the return conditions. You can also choose to return for free at one of the Emmers stores.
Check immediately upon receipt of your order if everything is undamaged and complete. If not, please contact us by email (hello@emmers.eu) within 3 calendar days to report this.
Please provide the following information:
- Order number
- Who packed your package (as indicated on the thank-you card)
- Additionally, please provide us with a photo of the damaged box (if applicable) and the damaged item(s).
RETURN CONDITIONS:
Please 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, along with a copy of the original delivery receipt. The return shipment may be refused if the products do not meet the above conditions. In case of refusal, the goods must be picked up or will be returned to the buyer by post. The return costs are the responsibility of the buyer.
Please note: The following products are excluded and cannot be returned:
- Personalized products: Products customized in size and/or color for the customer that require registration.
- Products specially ordered for the customer and not part of the standard assortment of Emmers Equestrian.
- Discounted items/sale items
RETURN PROCEDURE:
Purchases in the online shop:
- If you use our return portal for the return shipment, the purchase amount minus the return costs (also indicated in the return portal) will be refunded within 10 working days to the same account number used for the original payment. You can choose between a refund or a credit.
- If you choose to arrange the return shipment yourself, you are responsible for the correct arrival of the package. It is essential to add your name and order number to the return shipment. Please include the original delivery receipt. In this case, the full purchase amount will be refunded within 10 working days to the same account number used for the original payment. You can choose between a refund or a credit. Emmers is not responsible for return shipments lost during the shipping process. It is not possible for us to pick up packages at a collection point. The package must be delivered directly to us.
- The return address is:
Emmers Equestrian
Bernard Kempplein 23
3930 Hamont-Achel
Belgium
- The return address is:
Purchases in one of the Emmers stores:
- In this case, it is not possible to use the return portal. Please arrange the return shipment yourself. It is essential to add your name and contact details to the return shipment. The full purchase amount will be placed as credit on the customer's account. In this case, a refund is not possible. The credit can be used both online and in physical stores and is valid indefinitely.
- The return address is:
Emmers Equestrian
Bernard Kempplein 23
3930 Hamont-Achel
Belgium
- The return address is:
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 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 packages. Please note that return shipments from outside the European Union are quite expensive due to high shipping and import costs, depending on the country of return. For more information on import costs, please contact your local customs office. No guarantee or service is valid for delivery outside the European Union. If you still wish to return an item, clearly indicate on the packaging that it is a RETURN.
If the provided delivery address is invalid and leads to the return of the package due to a lack of receipt at the specified address, the return costs and costs for resending the package to a new address are the responsibility of the customer.
Firstly, we apologize for any inconvenience.
If you have received a product in a damaged state, please notify us via e-mail to hello@emmers.eu as soon as possible, certainly within 3 calendar days after delivery. Please provide the following information:
- Order number
- Who packed your package (as indicated on the thank-you card)
- Additionally, please provide us with a photo of the damaged box (if applicable) and the damaged item(s).
After confirmation from our customer service, you can register your package in our return portal. We will examine how to provide a solution and will ask you to return the item with a return label provided by us. In this case, the return costs will be borne by us.
Depending on whether the product is still in stock, we will either resend a new and undamaged product immediately or provide a refund if it is no longer available. In this situation as well, we expect the items to be returned to us in a neat and orderly condition so that we can assist you as quickly as possible. Defects caused by accidents, negligence, or misuse are not the responsibility of Emmers Equestrian.
Firstly, we apologize for any inconvenience.
If you have received the wrong item, please notify us via e-mail to hello@emmers.eu as soon as possible, certainly within 3 calendar days after delivery.
Please provide the following information:
- Order number
- Who packed your package (as indicated on the attached thank-you card)
- Additionally, please provide us with a photo of the damaged box (if applicable) and the damaged item(s).
After confirmation from our customer service, you can register your package in our return portal. We will examine how to provide a solution and will ask you to return the item with a return label provided by us. In this case, the return costs will be borne by us.
Depending on whether the correct product is in stock, we will either immediately resend it to you. If it is no longer available, a refund will be made to the same account used for the payment.
In this situation as well, we expect the items to be returned to us in a neat and orderly condition so that we can assist you as quickly as possible.
Defects caused by accidents, negligence, or misuse are not the responsibility of Emmers Equestrian.
We hope that all our customers are 100% satisfied. If you have a complaint, please let us know so that we can work together to find a solution. Contact us at hello@emmers.eu, call us at +32 (0)11 664 773, or visit one of our stores. We will get back to you as soon as possible.