derby house. arrgh!

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swampdonkey

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bought new waterproof no fill rug from derby house, and put it on my horse at the weekend. He came in soaking wet, obviously not waterproof. I emailed Derby house and they sent me one back saying that if I return it (at my expense) then they will test to see if item faulty. If they do not find it faulty they will send back to me and charge me for delivery. If it is found to be faulty they will refund me the price of the rug, (no mention of my delivery charges, 1 to send me it initially and 2 to send back to test if faulty)

Really not happy, its a big inconvenience to have to pack it up and send it back, also my horse is now rugless while its being tested and not to mention cost of sending back.

Should I email again expressing how inconvenient this all is.
 
i have never had this prob myself and have several rugs with no fill from them. the only prob i have ever had is not existent sale items which i order and then ring up 3 weeks later to find they cant supply items ! most annoying :(
 
Two of my horses are in DH no fill rugs this year. They've been perfectly waterproof, so you must have a bad one! They've been pretty cheap and nasty, but waterproof.
 
I agree very unhelpful and yes I would be complaining

How much rain did you have at the weekend ? I have yet to find a lightweight rug that is waterproof in heavy rain. You can test the rug yourself before you send it back. If the rug is dry place it on the floor and tip a jugfull of water over it. They will say it is waterproof if the water doesn't run off it. If it soaks through then it is not fit for purpose and they should offer a replacement or refund.I did this at a saddlers when one of my rugs had been cleaned and reproofed and promptly left me with a soggy horse after the first heavy storm we had. Fortunately the saddlers believed me and sent it back foc to be reproofed again. Mail order has it's place but local saddlers give you the service:)
 
I wash my Horseware rugs in cold water at 30degrees or less and have always found them to be really waterproof as I've found puddles in them when I have spread them out to dry and it has rained.
Sometimes the heat from the horse coming against the cold material can form condensationso it may feel a bit damp but this if its a breathable rug will eventually evaporate through the rug.
I have also put rugs on wet horses and they dry out underneath.
 
I've ordered twice through derby house, first one after 3 weeks of waiting I phoned and cancelled the order, second one the DH rug arrived, lasted 1 month, lining crept backwards and left the rug 'scrunched' up and the exposed filling at the back got wet and seeped up, leaving the horse damp, then front clasps broke. Needless to say I will never bother with a DH rug again!!
 
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