RETURNING THE ORDER
To send a return back to Horze:
1: Login with your order number and emailadress on horze.co.uk/findorder, and register which items you want to return.
2. Print a return label from this address: https://crossborderreturns.com/Customer/HORZE/Consumer/Create/
3. Follow the instructions on the return-webpage and deliver the parcel to the nearest Royal Mail post office.
Your return will be delivered to the Horze warehouse within 2 weeks. The processing time for the return is an additional week.
You will receive an email from Horze when the return has been processed.
Further instructions and guidelines for return orders
The customer may return an order from the date you place the order until 30 days after receipt of the ordered items. If 30 days have gone by since the delivery of your purchase, we unfortunately cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Products ordered with embroidery do not have the right for returns or exchanges. Changing of free items and bonus products is not allowed. If you however wish to return such a product, you do not receive financial or material compensation for it.
Please note that some products cannot be refunded due to hygiene and safety regulations. Returned underwear will not be accepted unless the products are unopened in original packaging.
Trotting carts and sulkies have no return or exchange right due to being a personalised product.
Horze reserves the right to accept or reject refunds where the product is not in a selling condition. Horze reserves the right to deduct a fee of 5 euros for broken or dirty product packaging.
We only exchange products for the same product with a different size or colour. Unfortunately, we do not exchange for a completely different product. If Horze does not have the required size/colour in stock, Horze will automatically refund the money for the item.
Horze will send the replacement product free of charge one time per order. For a second exchange Horze will charge normal shipping costs. The time needed for handling a return or exchange is usually 1 week from the arrival of the return to the warehouse. We reserve the right to delays at peak times.
Refund for the products will be paid to the customer when the returned order has been physically received to our warehouse. We will provide a refund attempting to use the same method used to make the payment. In some cases, the customer must inform Horze of their bank account details (IBAN / SWIFT) in order to get the refund. Possible shipping fees will be refunded to the customer only if the customer cancelled the order in full.
If the returned parcel disappears or gets lost on the way to the Horze warehouse, Horze will only refund the value of the products, if the customer has a tracking code for the refund parcel. Horze reserves the right to initiate a search with the postal office in order to find out where the parcel is. In some cases this may take up to 1 month.
If an embroidered product is returned to our warehouse due to not being picked up by the customer, Horze will try to contact the customer via email, telephone and post to initiate a second delivery attempt. The customer has the right to have the order delivered once more without any additional costs. If Horze can not reach the customer within 14 days, Horze will charge the customer the cost of the products and an additional handling fee, and cancel the order. If a reshipped embroidered product is returned to our warehouse a second time, we will charge the customer the cost of the product, as well as the return processing costs for both shipments and destroy the product.
3 for 2
If a product that is part of the 3 for 2 promotion gets returned, the promotion discount will not apply anymore. The price of the free product will be deducted from the refunded amount.