RETURNING THE ORDER

Registration of return

To send your order back to Horze, you need to register your return online. 

1. Log in to your customer account here.
2. If you have ordered without a customer account, you can register a return here.
3. After you have registered your return, you will be able to print a return label for your parcel. 
4. Pack the items to be returned.
5. Attach the label and take the parcel to the nearest service point.
6. Remember to ask for a receipt for your return and keep it until your refund has been processed. 

Your return will be delivered to the Horze return station in UK within some days and processed quickly. You will receive an email from Horze when the return has been processed.

Horze reserves the right to charge a return fee of 1.70 GBP per order. The return fee will be automatically deducted from the refund amount of the returned products.

>>If you choose to return the parcel with another delivery method, it is at your own risk, and you must pay for the return freight yourself.<<

Further instructions and guidelines for return orders

For orders placed between November 25, 2024 and December 16, 2024, we are voluntarily extending our return period to 60 days.

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.

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.

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. 

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.