Refund policy

Customer Returns & Exchange Policy

At Bucas Direct, we want you to be completely satisfied with your purchase. If you need to return or exchange an item, please read our policy carefully.

Returns Eligibility

  • You have 14 days from the dispatch date to return your item.
  • The item must be unused, in its original packaging, and in clean, resalable condition. Rugs must not have been used on a horse to be eligible for a full return.
  • If a returned rug has horse hair or signs of use, a 25% deduction from the retail price will be applied, as it must be resold in "used – like new" condition.
  • If a rug is dirty, stained, or soiled, the return will not be processed, and the item will be sent back to you at your cost.
  • Returns are made at the customer’s cost, and you are responsible for the item until we receive it. We recommend using a tracked and insured shipping service.

Exchanges

  • We offer a one-time exchange free of charge for a different size of the same item subject to the same cleanliness conditions of a return as above.
  • If the exchanged item is of higher value, we will contact you for the additional payment before dispatching the replacement.
  • If the exchanged item is of lower value, we will refund the price difference to your original payment method.
  • If the item is in UK stock we will dispatch upon receipt of the returned item. Items not in UK stock may take up to 14 working days to replace

How to Return or Exchange an Item

  • All returns and exchanges must be processed through our online returns portal. The link to this portal is included in your order confirmation email.
  • Package the item securely and include your order details.
  • Use a reliable shipping method with tracking to ensure the item reaches us safely if returning it.

Refund Process

  • Once we receive and inspect your returned item, we will process your refund within 7 days.
  • Refunds will be issued via the original payment method. Shipping costs are non-refundable.

If you have any questions, please contact our customer service team.

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