Refund & Returns

Last updated: 12 October 2026

This policy explains how to return or exchange an item bought from our online store, what happens if something is faulty, and how and when you get your money back. It follows Egypt’s Consumer Protection Law No. 181 of 2018.

1. Changed your mind: 14 days

  • You can return or exchange any item within 14 days of delivery without giving a reason. It must be in the condition described in section 2 and must not be one of the exceptions in section 3.
  • Sale and discounted items have exactly the same return rights as full-price items.
  • For change-of-mind returns, you pay the cost of the return collection and we do not refund the original delivery charge. We refund the full price of the item.

2. The condition items must be in

We can only take back items that are exactly as they left us: unused, and with all tags, labels, accessories and packaging. Some categories need extra care, for safety and hygiene reasons:

Category Condition for return or exchange Why
Rider wear: breeches, shirts, jackets, gloves, socks Tried on indoors only. Unwashed, tags attached, no marks, perfume or pet hair. So the next rider receives it new.
Riding boots and footwear Tried on indoors on a clean surface only. Soles unmarked, box undamaged. Worn soles and creased leather can’t be restored.
Helmets and body protectors Never worn outside a fitting, never dropped or knocked. Liners, tags and any protective film intact. Original box. Once a helmet has been worn or knocked, nobody can confirm it is still safe. We don’t resell safety equipment we can’t vouch for.
Saddles See section 9. Outside a trial: never ridden in, no marks on the leather or panels. Saddle leather marks from the first ride.
Bridles, bits, girths and leather tack Unused, and bits never placed in a horse’s mouth. Leather unmarked and not oiled. Hygiene, and so the item can be sold as new.
Rugs, saddle pads, horse boots, bandages, fly wear Unused. Tried on only indoors, over a clean sheet, on a clean, groomed horse. No hair, marks or smell; all straps back to how they arrived. Hair and sweat can’t be fully removed from technical fabrics.
Feed, supplements and horse care products Unopened, seal intact, within the expiry date and stored as directed. Once a product is opened, we can’t guarantee it is safe for another horse.

3. Items we can’t take back

Unless they are faulty, we can’t accept returns of:

  • items made to your specification, such as made-to-measure boots, custom colours, embroidery or other personalisation, and saddles built to order;
  • opened feed, supplements and horse care products;
  • helmets and body protectors that have been worn outside a fitting, or dropped or knocked;
  • any other item that is not in the condition described in section 2, including items damaged by misuse or by not following the care instructions.

These exceptions never apply to faulty items. Section 5 covers those.

4. Free first size exchange

  • Your first size exchange on each item of rider wear or footwear is free. We collect the original and deliver the new size at our cost.
  • Ask for the exchange within 14 days of delivery, with the item in the condition described in section 2.
  • A second exchange of the same item is at your cost.
  • If your size is out of stock, you can choose another product, wait for new stock, or take a full refund.

5. Faulty, damaged or wrong items: 30 days

  • If an item is faulty, damaged in delivery, not as described, or not what you ordered, you can return or exchange it within 30 days of delivery at no cost to you. We collect it, then refund or replace it, as you choose, within 7 days.
  • Please check your parcel when it arrives. If something is damaged or missing, tell us within 48 hours and send photos, so we can claim from the courier. This doesn’t shorten your 30-day right.
  • If we disagree about whether an item is faulty, you can refer the matter to the Consumer Protection Agency, whose decision is binding.

6. Warranty

  • Many products carry a manufacturer’s warranty. Each product page shows the warranty period and what it covers.
  • After the first 30 days, faults are handled under that warranty, and you deal with us, not the manufacturer. Send us photos and your order number. We assess the item and manage the claim with the brand.
  • If the item has to go back to the manufacturer, their assessment usually takes 4–6 weeks. We will tell you where your claim stands at each step.
  • For helmets, body protectors and saddles, we record the serial number when we dispatch. Where the brand allows it, we register your warranty for you.
  • Warranties cover manufacturing defects. They don’t cover normal wear and tear, damage from accidents, falls or impacts, misuse, or not following the care instructions.

7. Authenticity Guarantee

Everything we sell comes directly from the manufacturer or its authorised distribution channel and is imported into Egypt officially. If any item bought from Pro Cavalli is ever proven not to be genuine, we will collect it at our cost and refund everything you paid, including delivery. There is no time limit on this guarantee.

8. How to return or exchange

  • Contact us within the return period on WhatsApp at (+2) 01201777306 or at info@procavalli.com. Give your order number, the item and the reason. For a faulty item, include photos.
  • We confirm your return and arrange collection by courier from your address. For a change-of-mind return, the collection fee is EGP [●], which we deduct from your refund.
  • Pack the item in its original packaging, with all tags and accessories and a copy of your invoice.
  • We inspect the item within 2 working days of receiving it and tell you the result.
  • We send your exchange, or issue your refund within 7 days of receiving the item.

If a returned item doesn’t meet the conditions in section 2, we will send you photos, explain why, and arrange to send it back to you.

9. Special orders, deposits and saddle trials

  • Special orders (Order-in): if you cancel before we place the order with the brand, we refund your deposit in full. If you cancel after that, we refund the deposit minus the costs we have already paid and cannot recover, and we show you those costs. Once the item is delivered, the normal 14-day right in section 1 applies, unless the item was made to your specification.
  • Saddle trials: the trial is governed by the signed Saddle Trial Agreement. If you return the saddle within the trial period and in the agreed condition, we refund your deposit in full within 7 days.

10. How and when you get your money back

We issue refunds within 7 days of receiving the returned item, or of your cancellation if the order hadn’t shipped. We refund to the way you paid:

You paid by We refund to When you’ll see it
Card The same card Usually 5–14 working days after we issue it, depending on your bank
Mobile wallet The same wallet Usually within 2 working days
Instapay or bank transfer The same account Usually within 2 working days
Cash on delivery Instapay, bank transfer or mobile wallet: your choice Usually within 2 working days
Bank instalments or buy-now-pay-later Cancelled or adjusted through the provider Under the provider’s own process and terms

What we refund: the full price of the returned items. We also refund delivery charges when the return is caused by us: a faulty, damaged, wrong or non-genuine item, or a late delivery.

11. Cancelling an order

  • Before dispatch: contact us to cancel free of charge. We refund you in full within 7 days.
  • After dispatch: you can return the order within 14 days of delivery as a change-of-mind return, and the delivery costs are then yours. If you paid cash on delivery, please tell us you want to cancel rather than simply refusing the parcel.
  • Late delivery: if we don’t deliver by the date we confirmed, or within 30 days where no date was agreed, you can cancel at no cost. We refund everything straight away, including delivery.

12. Questions and complaints

Contact us first on WhatsApp at (+2) 01201777306 or at info@procavalli.com, and we will put it right. If you’re not satisfied with how we handle a return, you can contact the Consumer Protection Agency on 19588 or at cpa.gov.eg.