COMING SOON
At Fager, we highly prioritize our customers' satisfaction and actively work with the feedback we get from ou minimizing returns. Every reason submitted through our return form significantly contributes to refining our product quality and enhancing our sizing guides, ensuring an unparalleled shopping experience.
Return & exchange
File a claim
We recommend to always use the return label provided by us. Returns sent using our designated return methods are trackable and insured.
If you choose to use your own shipping method, please note that we cannot take responsibility for any items that are lost or damaged in transit. In such cases, we are unable to issue a refund or replacement.
Note: We do not accept returns on bits and clothes returned in a used condition.
If a used bit is returned, a surcharge of 60€/60$/600SEK will be applied to each bit that has been used . This is for hygienic reasons and reselling value.
Some of our products are made or modified specifically according to the customer’s order. This includes custom-designed bits and separate mouthpieces.
Custom-designed bits are possible to order 2 times a year during our campaign for special orders. These bits are produced according to the customer’s chosen design, specifications or preferences.
- When you make a special order, you will be asked to approve these terms before paying.
Separate mouthpieces, sold to be used with the combination bits, are made to order by modifying an existing bit and removing the rings. Once production or modification has started, these products are considered custom-made items.
- These mouthpieces are ordered from the website, but is not a standard variant of a product. This information is visible on the product clearly, no extra confirmation will be made, and you accept these terms by making your order.
In accordance with applicable consumer law regarding distance purchases, the right of withdrawal does not apply to products that are made according to the customer’s instructions or that have been given a clear custom character.
Custom-made products and special orders can therefore not be returned, exchanged or refunded due to change of mind.
This does not affect your statutory rights in the event that a product is faulty or defective.
If you need to return an item bought from a fair, please send us an email to info@fagerequestrian.com with following information:
In addition to online returns, you have the option to return eligible items at our physical store. Our in-store staff will assist you with the return process and guide you through the necessary steps. Bring the product(s) along with the original order confirmation to our store at Spånvägen 11, 24534 Staffanstorp, Sweden.
We do not offer free exchanges. For a change of size, color or product, you’ll have to place a return and reorder the product of choice. Return cost will be charged as well as, if any, shipping cost of the new order.
1. Follow the return process instructions.
2. Please make a new order of the new size on the website.
Observe; If you placed your first order during a campaign or with a discount code, please get in touch with us at info@fagerequestrian.com and we will make sure that you get the same price.
For all returns, a return fee will be deducted. See the table below for return fee details.
Refunds are processed upon inspection and approval of the returned item. Once approved, refunds will be issued accordingly.
The refund will be issued using the original payment method.
If you paid with Klarna invoice and want to make a return, make sure to pause your invoice through my.klarna.com so that the invoice does not expire before we receive your return. If you fail to pause your invoice before the invoice expires you may be subject to delay fees from Klarna. Please contact Klarna for further questions regarding your invoice.
Please note that we handle the returns 1-2 times a week. Returns may take longer to process during and after campaigns.
If you have any questions, please don't hesitate to contact our customer support team at info@fagerequestrian.com
Fill out our online return form, providing your order number and email ID [HERE] and register a claim request. Remember to attach at least one photo of the damaged product.
Our customer support team will reach out to you in resolving the issue.
To submit a claim, please follow these steps:
Visit our online return form and enter your order number and email.
Select the item you wish to claim and choose the "Claim" button.
Provide a brief description of the defect and upload at least one photo clearly showing the issue.
Review and save your request.
Once submitted, you will receive an acknowledgment email.
Our team will review your claim and provide a resolution. Faulty items will be exchanged for the same product and size, subject to availability. If the item is out of stock, a full refund will be issued. We cover all shipping costs related to approved claims.
Items are classified as faulty if they are received damaged, are the incorrect product, or if a manufacturing fault appears within 3 years of purchase. Items damaged due to regular wear and tear are not eligible for a claim. This includes the wear and tear of our rubber and leather bits.
Our team will review the photos and description provided. If approved, we will first attempt to exchange the item for the same product and size. If the item is no longer in stock, you will receive a full refund. We are responsible for all return shipping costs for approved claims.