Refund policy

We want you to be happy with your Hobby Horse. If something is not right, you have 30 days from the day your order arrives to request a return or exchange. This is in addition to your statutory rights, including the EU right of withdrawal set out below.

To qualify under our 30-day return policy, items must be unused and in the same condition you received them, with all accessories, documents and free gifts, and packed securely for transit. The original outer packaging is not required. You will need your order number and the email address used at checkout. This does not limit your statutory right to inspect the goods as explained below.

How to start a return or exchange

Register your return or exchange in our online returns portal. The portal confirms your options and gives you the correct return method and address for your order. Please register your request before sending anything back so we can identify and process it correctly. Do not send parcels cash on delivery.

Return shipping

Depending on the delivery country, the portal will offer either your own tracked shipping or a choice between your own tracked shipping and a GLS return label. It shows the available methods, the correct return address and any return-label charge before you submit. If you choose a charged GLS label, we deduct the displayed amount from your refund; you pay nothing at the GLS ParcelShop. If you use your own carrier, the portal deduction is €0 and you pay that carrier directly. Keep your receipt and tracking number until the return is complete.

Return address:
NG IT Solutions s.r.o.
Hlavní třída 431
353 01 Mariánské Lázně
Czech Republic

Damaged, faulty or incorrect items

Please check your order on arrival. If an item is damaged, faulty or incorrect, open a claim in the portal (or email us at info@hobby-horse.com) with a short description and clear photos, and wait for our instructions before sending anything back. Where we confirm a fault, we cover the cost of the return. This does not affect your statutory warranty rights.

Exchanges

You can exchange an eligible item for another size or colour of the same product within 30 days, subject to availability. We cover delivery of the first replacement from an order; you pay delivery for any further replacements from the same order. Before you submit, the portal shows the exact balance, including any replacement price difference, the selected return-method charge and any applicable outbound-delivery charge.

Non-returnable items

Our 30-day change-of-mind return policy does not apply to the following items unless they arrive faulty:

• Made-to-order pieces, such as a Hobby Horse made from your photo, and other personalised or custom items;
• Gift cards and vouchers.

If you are unsure whether your item qualifies, please contact us before starting a return.

European Union: 14-day right of withdrawal

If your order is delivered within the European Union, you generally have the right to withdraw from the contract within 14 days after receiving the goods, without giving a reason, in addition to our 30-day return policy. To exercise this right, tell us clearly within that period—for example through the returns portal or by email at info@hobby-horse.com. After notifying us, send the goods back without undue delay and no later than 14 days. We will refund the payments received from you, including the cost of our least expensive standard delivery option, using your original payment method. We may withhold the refund until we receive the goods or evidence that you sent them back, whichever happens first. You are responsible for the direct return cost unless we agree to cover it or the goods are faulty. If you choose a charged GLS return label, the portal shows the exact amount before you submit and we deduct it from your refund. You are only responsible for any loss in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. Statutory exceptions to the right of withdrawal, including made-to-order or clearly personalised goods, still apply.

Refunds

Once we have received and inspected your return, we will email you with the outcome. Approved refunds are issued to your original payment method, normally within 10 business days of approval. Statutory refunds are processed within the deadlines required by applicable law. Your bank or payment provider may need a few additional business days to show the funds. If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at info@hobby-horse.com.

Contact

Questions about a return, exchange or claim? Email us at info@hobby-horse.com, or start in the online returns portal, which guides you step by step.