UK: If you have an item to send back to us and would prefer to purchase a £2.99 returns label directly from us you can do so here:
All orders made are made in line with distance selling laws and we as a company are fully compliant with rules in place to protect both ourselves and you the customer.
You have 28 days to return or exchange.
From the day of receiving your order you have 14 days to notify us of your intent to return for refund or exchange and 14 days from notification to return your purchase. Your purchase must be unworn, new with swing tags attached and in original packaging making it resaleable condition. This gives you up to 28 days from receiving for a refund or exchange. Where any items are received back after 28 days you will be emailed a credit note to the same value. Upon our returns team receiving your item(s) our accounts team will then refund within 14 days of receiving the item(s) back via the original method paid. If your return is not received back in the condition it was sent you will receive further email instructions from our returns team. It is imperative no items are returned soiled (under the 1974 Health & Safety Act)
Customers are responsible for returning the item back to us, however Horzehoods will pay postage costs to resend a new exchange size back out to you if this is what you request.
**Any items clearly described as outlet/bfcm/seconds and/or defects are sadly not eligible for any returns/refunds/exchanges. Returns on occasion may be able to receive back for credit notes to the same value to spend in store.
ORDERING IN A DUO PROMOTIONAL OFFER
If ordering a buy one get a special price for the second along with other promotional offers when ordering combinations and you return the main item that was included, keeping the promotional item your refund will be sent minus the offer difference.
OVERSEAS & USA RETURNS
Customers are responsible for returning exchange or return items however we will pay the additional postage to resend a new exchange out at our expense on your behalf.
You will find the returns form on the back of your order sheet enclosed within your parcel.
Please send to:
Unit 2, Jones Court,
Jones Square, Stockport, SK1 4LJ
IMPORTANT: Any goods that are soiled will not be handled and will be returned back to the recipient. If the product has been worn and is being returned due to a suggested defect we will not accept a soiled items under the Healthy & Safety Act 1974.
IMPORTANT: If you are sending a faulty product back for repair or replacement we do require the product back in to the office before supplying a replacement.
All products manufactured by Horzehoods are designed and tested rigorously before being launched. As a brand all Horzehoods manufacturing is by premium eco friendly factories with ethical practices. As a brand we have invested in the very best threads, textiles and machines possible to ensure products hold up to sufficient wear and tear.
Within the equestrian industry general wear and tear will occur eventually depending on how much a rider chooses to repeat wash and wear items.
If you feel a product received is defective it would likely be defective upon being taken out of the packaging. If you feel there is an issue with the seams themselves such as loose threads and your product was purchased less then 3 months ago please email email@example.com immediately. If you report a product as defective and fail to return within 7 days it will invalidate your warranty. You must not carry on wearing a product you think is defective. We cannot accept a proposed faulty item back if you continue to keep it after reporting it to us.
If you report a product as defective from a sales outlet item and we deem it faulty you will be offered a sales credit note to the same value of the sales price paid or an exchange to your chosen product at the same value. We are unable to deem whether a product is faulty until it is physically back in stock. If you prefer our seamstress to repair this can also be arranged.
Within the equestrian field of both horse & rider accidents are sadly common, we are unable to be held liable for any damages made to products by the product wearer(s) such as rips, holes, pulls, velcro snags etc.
We will be happy to review any products for errors on our end that are within 'faulty/loose threads and seams'. firstname.lastname@example.org
We have an in house textile specialist that can assess a product should you like us to.