Refund policy
At HorseOnTheStick, we want you to be completely satisfied with your purchase. If you are not, you may request a return within 14 days of receiving your item.
Eligibility for Returns
For a full refund, it is important that you return the product in its original condition and undamaged. Make sure the product is properly and securely packaged for the return shipment. If we receive the product damaged or incomplete, we may deduct money from the amount to be refunded.
How to Start a Return
To initiate a return, please contact us at horseshop@protonmail.com.
If your return is accepted, we will provide instructions on how and where to send your package. Please note that customers are responsible for return shipping costs. Items sent back to us without first requesting a return will not be accepted.
For any questions regarding returns, contact us at horseshop@protonmail.com.
Damaged or Defective Items
Please inspect your order upon receipt and contact us immediately at horseshop@protonmail.com if the item is damaged or defective. Include photos of the damaged product and packaging so we can assess the issue and make it right. We will offer either a full refund or a replacement, based on your preference.
Exceptions / Non-returnable Items
Certain items cannot be returned, such as:
- Perishable goods (e.g., food, flowers, plants)
- Custom products (e.g., special orders, personalized items)
- Personal care items (e.g., beauty products if they are open or unsealed, for hygiene reasons)
- Hazardous materials, flammable liquids, or gases
Please reach out if you have questions about specific items.
Exchanges
The quickest way to ensure you receive the item you want is to return your original purchase and then make a separate order for the new item once the return is approved.
European Union 14-Day Cooling-Off Period
If your purchase is being shipped into the European Union, you have the right to cancel or return your order within 14 days without a reason. Your item must meet the same conditions for eligibility as outlined above and include proof of purchase.
Refunds
Once we receive and inspect your returned item, we will notify you of the status of your refund. If approved, the refund will be processed to your original payment method within 10 business days. Please remember that it may take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at horseshop@protonmail.com.