Refund policy

Refund & Return Policy

Last Updated: September 5, 2026

Thank you for shopping with us. We want you to be happy with your purchase. Because our products are made to order, each item is produced specifically for your order, which means our return and refund options are different from those of traditional retail products.

This policy explains when we can offer refunds, replacements, or other solutions.

Important: Nothing in this policy limits or excludes any rights you may have under applicable consumer protection laws in your country or region.

1. Returns

Because our products are made to order, we generally do not accept returns or exchanges for:

  • Ordering the wrong size

  • Choosing the wrong color

  • Selecting the wrong design or product option

  • Changing your mind after placing an order

  • Personal preference or simply not liking the product

We strongly recommend reviewing the size chart, product description, images, and selected options carefully before completing your purchase.

However, if applicable consumer protection laws in your country provide you with a right to return or cancel an order, those rights will continue to apply.

If you believe you are entitled to a return under applicable law, please contact us using the information below before sending anything back.

2. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, misprinted, or different from what you ordered, please contact us within 30 days of delivery.

Depending on the circumstances, we may provide:

  • A free replacement

  • A full or partial refund

  • Another appropriate solution

To help us resolve the issue, please provide:

  • Your order number

  • A description of the problem

  • Clear photos of the affected product

  • Photos of the packaging, if the package was damaged

Please do not send the product back unless we specifically ask you to do so.

3. Wrong Item Received

If you receive an item that is different from the product or design you ordered, please contact us within 30 days of delivery.

After reviewing the issue, we may provide a replacement at no additional cost or issue an appropriate refund.

4. Incorrect or Incomplete Shipping Address

Customers are responsible for providing a complete and accurate shipping address when placing an order.

If an order is returned because of an incorrect or incomplete address provided by the customer, we may be able to arrange a replacement. Additional shipping costs may apply.

If you realize that your shipping address is incorrect, please contact us as soon as possible.

Because orders may enter production shortly after purchase, we cannot guarantee that an address can be changed after production or fulfillment has begun.

5. Order Cancellations

Because our products are made to order, orders may enter production shortly after they are placed.

If you need to cancel or modify an order, please contact us as soon as possible.

We will do our best to accommodate your request, but cancellation or modification may not be possible once an order has entered production or fulfillment.

Any cancellation rights provided by applicable consumer protection laws remain unaffected.

6. Exchanges

We do not generally offer standard exchanges for:

  • Incorrect size

  • Incorrect color

  • Incorrect design selection

  • Change of mind

If you received a defective, damaged, or incorrect product, please contact us and we will determine the appropriate solution.

Any exchange or replacement offered outside of cases involving a defective, damaged, or incorrect product is at our discretion, subject to applicable consumer rights.

7. Refunds

If your refund is approved, it will normally be issued to the original payment method used to place the order.

Once we process the refund, the time it takes for the funds to appear in your account may depend on your bank, card issuer, payment provider, or other financial institution.

We will notify you when your refund has been processed.

8. Return Shipping

If a return is required because a product is defective, damaged, or incorrect, we will provide appropriate instructions regarding the return and, where applicable, cover reasonable return shipping costs.

For returns required or permitted for other reasons, responsibility for return shipping costs will depend on the circumstances and applicable consumer protection laws.

Please do not return any product without first contacting us and receiving return instructions.

9. Lost, Missing, or Undelivered Orders

If your order has not arrived within the expected delivery timeframe or appears to have been lost in transit, please contact us with your order number.

We will review the shipment information and work with our fulfillment and shipping partners to determine the appropriate solution.

Delivery times may be affected by factors outside our control, including carrier delays, customs processing, weather, holidays, or other circumstances.

If tracking shows that an order has been delivered but you cannot locate it, please contact us so we can review the available information and determine the next steps.

10. Products Not Eligible for Return

Where a return is permitted, products may not be eligible for return if they have been:

  • Worn or washed

  • Damaged after delivery through misuse or improper care

  • Altered or modified

  • Used in a way that causes damage

  • Returned without prior authorization, where authorization is required

These restrictions do not apply where prohibited by applicable consumer protection laws.

11. How to Request a Refund or Replacement

To request a refund, replacement, or assistance with an order, please contact us at:

Email: contact.thehorsemarket@gmail.com
Phone: +44 7414 686793

Please include:

  • Your full name

  • Order number

  • Product name

  • Description of the issue

  • Photos or other relevant evidence, where applicable

We will review your request and let you know what solution is available.

12. Contact Us

If you have any questions about this Refund & Return Policy or need assistance with an order, please contact us:

Email: contact.thehorsemarket@gmail.com
Phone: +44 7414 686793

We are happy to help resolve any order-related issues as quickly as possible.

Applicable Consumer Rights

We sell products to customers worldwide. Consumer protection, cancellation, return, refund, and warranty rights can vary depending on the country or region where you live.

Nothing in this policy is intended to remove, restrict, or replace any mandatory rights or protections that apply to you under the laws governing your purchase.

Where applicable law provides you with rights that are more favorable than the terms stated in this policy, those legal rights will apply.