Returns & Exchanges

We’re sorry if your order arrived damaged or does not meet your expectations. Let’s solve it together!

Quick navigation: Return  •  Exchange  •  Complaint

Return

Products purchased through our online store www.hobby-horse.com can be returned within 14 days of receipt without giving any reason.

Procedure:

1. Return the product in its original condition so we can refund the full purchase price. Please include all accessories and documents (e.g. “Horse Passport”, instructions, gift items).
2. The original packaging is not mandatory, but the product must be carefully packed to prevent damage during transport.
3. Include the completed Return & Exchange Form .
4. We are not obliged to refund the full amount if the product is found to be damaged or worn.
5. Send the product no later than 14 days after receipt to the following address (please do not send cash on delivery):

– The refund will be processed no later than 14 days after we receive the returned goods.

Exchange

Products purchased through our online store can be exchanged within 30 days of receipt.

Procedure:

1. Include the completed Return & Exchange Form .
2. Send the product you wish to exchange to our address.
3. For the first exchange, we cover the shipping costs of the new product. For additional exchanges within the same order, shipping costs are borne by the customer.

Complaint

You may submit a complaint if the product has a defect, does not function properly, or was damaged during delivery.

1. Send us an email at info@hobby-horse.com including:
   • Order number
   • Product concerned
   • 1–2 photos clearly showing the defect
2. We will process your complaint as quickly as possible, no later than 30 calendar days.
3. If the product needs to be returned, please include the completed Complaint Form .