Customer Review Policy

1. Purpose

At Equestrian Stockholm, we are committed to transparency, authenticity, and trust.

This policy explains how we collect, manage, and display customer reviews in compliance with applicable consumer protection laws, including the UK Digital Markets, Competition and Consumers Act (DMCC).

2. How We Collect Reviews

We only collect reviews from genuine customers through controlled and transparent processes:

Post-purchase invitations
Customers are invited via email after completing a verified purchase.

Verified buyer system
Where possible, reviews are linked to confirmed orders and marked as “verified”.

No unsolicited bulk collection
We do not collect reviews via mass outreach such as:

  • Social media campaigns
  • Purchased contact lists
  • Third-party bulk collection services

Incentives (if applicable)
If incentives are offered (e.g. discounts or rewards):

  • They are clearly disclosed
  • They are not conditional on a positive review
  • All feedback (positive or negative) is equally encouraged

Equal opportunity to review
All customers are invited to leave a review regardless of their experience.

3. Moderation & Removal of Reviews

We aim to present a fair and balanced view of customer feedback.

Reviews may be removed or not published if they include:

Inauthentic or fake content

  • Reviews not linked to a verified purchase (where verification is required)
  • Reviews suspected to be generated by bots, agencies, or coordinated campaigns
  • Undisclosed incentivised reviews

Duplicate content

  • Multiple submissions for the same product within a short timeframe

Irrelevant content

  • Reviews unrelated to the product or customer experience

Offensive or unlawful content

  • Hate speech, harassment, threats, or illegal material

Misleading content

  • Demonstrably false or deceptive claims

Conflicts of interest

  • Reviews from employees, partners, or individuals with a commercial interest (unless clearly disclosed)

Important:
We never remove reviews solely because they are negative.

4. Detection of Fake or Manipulated Reviews

We actively monitor and prevent misleading reviews through:

Order verification checks
Matching reviews with order data where possible

Pattern analysis
Monitoring for unusual activity such as:

  • Sudden spikes in review volume
  • Multiple reviews from the same IP or account
  • Repetitive or templated wording

Manual moderation
Flagged reviews are reviewed by our team

Third-party tools
Where applicable, we use platform-level fraud detection systems

Ongoing monitoring
Regular audits are conducted to ensure integrity

Reviews identified as potentially misleading may be:

  • Removed, or
  • Temporarily withheld pending verification

5. Transparency & Display

We present reviews in a fair and non-misleading way:

  • We do not selectively highlight only positive reviews
  • Reviews may be sorted (e.g. “most recent” or “most helpful”) using consistent logic
  • Verified reviews may be labelled accordingly

6. Governance & Responsibility

We ensure ongoing compliance through:

  • Regular policy reviews
  • Internal training on moderation and compliance
  • Processes for responding to regulatory or consumer inquiries