You have the right to return any Horseware product you purchased on our website, www.horseware.com, within 14 days for a full refund. You can do so for any reason. Please see the important information below and instructions on how to return your product under this policy. If you have purchased your item from one of our retail partners, please contact them directly to discuss your return. For faulty or defective products, please refer to the returns under warranty section below.
Measures to minimise biohazard risk
Horseware is acutely aware of the risks associated with biohazards that could be potentially transmitted by products that have been worn by animals or exposed in an enclosed environment. To ensure the biosecurity safety of the European equine community, we cannot resell products that have been worn or exposed to these conditions. All returned items must be new, unused, and in the same condition as when you received the item, including in its original packaging with all tags and labels attached, e.g., rugs should be returned in the original rug bag. In the event where an item is returned to us in an unsuitable condition (worn, without tags, without packaging), your return will be rejected. By placing an order, you accept that Horseware’s decision as to the suitable condition of a return is final and is not subject to appeal.
How to create a return
Step 1: Click on 'Start your return' and enter your email and order number.
Step 2: If your item is eligible for return, you will be provided with a return number. Apply this return number to the return leaflet you received with your original order
Step 3: Place the product(s) in their original packaging in the box together with the delivery note (the form that came with your order).
Step 4: Seal the box and stick your return label that you received with your order. Please ensure no other address labels are visible on the packaging.
Step 5: Drop off the parcel at a drop-off point (listed below).
Step 6: Once we have processed the return, we will initiate your refund. Refunds can take up to 14 days and will be made to your original payment method. Refunds to e-Gift Cards are done via email immediately after the return is processed.
Drop off points
Please bring package to courier drop-off point relevant to your location.
|Location||Courier||Link to Website|
|Austria||DHL||Find nearest drop off point here.|
|Belgium||DHL||Find nearest drop off point here.||Czech Republic||DHL||Find nearest drop off point here.||Denmark||DHL||Find nearest drop off point here.||Finland||DHL||Find nearest drop off point here.||France||DHL||Find nearest drop off point here.||Germany||DHL||Find nearest drop off point here.||Ireland||DHL||Find nearest drop off point here.||Italy||DHL||Find nearest drop off point here.||Netherlands||DHL||Find nearest drop off point here.||Poland||DHL||Find nearest drop off point here.||Portugal||DHL||Find nearest drop off point here.||Spain||DHL||Find nearest drop off point here.||Sweden||DHL||Find nearest drop off point here.||United Kingdom||DHL||Find nearest drop off point here.|
There are detailed size guides on each product page on the website. If you have questions, you have the option to contact customer service to discuss best fit for your horse. Horseware does not warrant that this advice is correct as the customer service representative will not have personally seen the horse about which he/she/they is/are offering sizing advice. If after receiving your product there is an issue with size, please contact our customer service team directly and return the products in accordance with our Returns Policy.
Returns under warranty or guarantee
All of our rugs have a 2-year manufacturer warranty which covers material or workmanship flaws. Rambo and Rhino rugs that have been registered on our turnout guarantee scheme, have a 3-year warranty which covers waterproofness and breathability. Please contact customer service directly via our contact form and return the defective product in accordance with our Warranty or Guarantee Policy.