Returns & Refunds Policy

Three ways you might return an item

Most of our customers never need to return anything. But when something does go wrong, you should know exactly where you stand. UK consumer law gives you different rights depending on why you want to return an item:

If you've changed your mind (14-day right to cancel)

As a UK consumer, you have a statutory right to cancel your order within 14 days of receiving the goods, without giving any reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This is sometimes called the "cooling-off period".

Conditions

• The item must be in resalable condition;
• The protective seal on buckets, bags or bottles must not have been broken;
• You must inform us within 14 days of receiving the goods, and return them within a further 14 days.

Full details are on our Right to Cancel page, including the model cancellation form.

If the item is faulty or not as described

Under the Consumer Rights Act 2015, all goods we sell must be:

• Of satisfactory quality;
• Fit for purpose;
• As described on our website and packaging.

Your rights at a glance

• Within 30 days of delivery: short-term right to reject — full refund.
• Within 6 months of delivery: the fault is presumed to have existed at the time of delivery; you're entitled to a repair, replacement or refund.
• After 6 months and up to 6 years: you can still claim if you can demonstrate the fault was present at the time of delivery.

If your seal was already broken on arrival, the bag is leaking, the product smells off or the contents do not match the label, this is a fault — please contact us straight away with photographs and we will arrange a replacement or refund without quibble.

Returning an item, step by step

How and when you get your money back

We always refund using the same payment method you used to place the order. There is no charge to you for the refund itself.

• Card payments: typically 3–5 working days after we process the refund (depending on your card issuer);
• PayPal: usually within 24 hours;
• Bank transfer: 1–3 working days back to your account.

For change-of-mind returns, we refund the price of the goods and the original standard delivery charge. We are not required to refund any extra you paid for express or premium delivery.

For faulty goods, we refund the full amount including all delivery charges.

If your parcel arrives damaged

If the outer packaging is visibly damaged when the courier delivers, please:

• Sign for the parcel as "damaged" if possible;
• Take photographs of the outer packaging before opening;
• Photograph the contents inside;
• Email info@okapi-shop.com within 48 hours with the photos and your order number.

Reporting transit damage promptly helps us claim against the courier and arrange a replacement quickly. Don't worry if you only notice the damage after opening — just contact us as soon as you can.

Different rules for business customers

The 14-day cancellation right above applies only to consumers. If you are buying as a business (registered therapist, riding centre, livery yard, retailer or wholesaler), please see our Trade & Wholesale Terms for specific provisions on returns, defective goods and warranty.

Your statutory rights as a business buyer under the Sale of Goods Act 1979 (as amended) and the Sale and Supply of Goods Act 1994 are not affected.

Talk to us before you return

If you're not sure whether something can be returned, or you'd just like to discuss a problem with your order, please contact us first — we deal with most issues quickly and informally, and we won't try to talk you out of a legitimate return.

This policy reflects your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Last updated: April 2026.