Shipping, Warranty and Returns

Shipping

We naturally do our utmost to have your order delivered on the next business day. In any case, you can expect your order to be shipped within 24 hours, with a maximum exception of up to 5 business days. If we are unexpectedly unable to meet this timeframe, we will inform you via our website (for example during holidays) or, in exceptional cases, personally.

For shipments within the Netherlands, Belgium and Germany, a minimum order value of €100 applies for free shipping.

You will always receive a track & trace code for your shipment.

PLEASE NOTE: As we cannot offer identical replacements for our products in the event of loss or damage during transport, we have chosen to ship our orders by registered mail as standard. This means our shipping costs may be higher than average, but it provides you with maximum security for delivery of your parcel. Shipments to pick-up points are not sent by registered mail.

Warranty

We care deeply about our products and do everything possible throughout the entire process — from sourcing and production to delivery — to provide you with the highest quality items. Should a product nevertheless be damaged or not meet what was promised, the following applies:

Did you receive a damaged or malfunctioning product?
Please report this via our contact page as soon as possible so we can offer a suitable solution. Return shipping costs will of course be covered by us. We kindly ask you to return the product in its original packaging.

You may choose between:
✦ a full refund of the purchase amount
✦ a store credit voucher for the same value (freely spendable in our shop)
✦ delivery of another* product of the same value

*We sincerely regret if this happens, but unfortunately we cannot offer identical replacement products, as each of our items has undergone a unique artistic finishing.

Does your product break or stop functioning properly during normal use, through no fault of your own?
If this occurs within 3 months of purchase, we will attempt to repair the product as quickly as possible or, if repair is not possible, replace it with a comparable product or refund the original purchase amount. Any return shipping costs will be covered by us.

Please note that:
✦ no repairs may have been carried out by yourself
✦ no repairs may have been carried out by third parties
✦ the product must not have been exposed to abnormal or improper conditions

Returns

If you are unexpectedly not satisfied with your online purchased product, you may return it within 30 days of receipt. Please register your return in advance via our general contact details.

For a valid return, the following conditions apply:

✦ The product must be unused and returned in its original packaging
✦ The tag must still be attached to the bridle
✦ Used products cannot be accepted for return

Trying on pads:
Would you like to try a pad first? Always place a clean cloth underneath the pad and fit it loosely on the horse only. Do not saddle or ride. Pads that show visible signs of use cannot be returned.

After receipt and inspection of the returned product, we will refund the purchase amount no later than 14 days to the bank account known to us.

Costs & Deductions

✦ If free shipping was applied to your order, we are obliged to charge the shipping costs afterwards and deduct them from the refund amount.

Return Shipment

✦ The costs and risk of return shipping are entirely at your own expense.

Please note: Custom-made products

✦ Custom-made products are excluded from the right of withdrawal
✦ Custom-made products include items that are specially made for you upon request