Items purchased can be returned within 14 days of purchase. Items must be unused (other than to try the item on), unsoiled and unwashed without defaced/damaged original packaging and with all the original tags attached. Returns that are damaged, soiled, washed, altered or worn will not be accepted and will be sent back to the customer without a refund. We reserve the right to charge a shipping and administration fee.
All custom orders are final and are not eligible for returns. Returns do not include dissatisfaction due to custom designs (special colours or colour combinations, personalised products, …). Gift cards, gift certificates and vouchers cannot be exchanged or returned for cash.
Faulty items will only be accepted if the goods we have delivered to you were damaged on arrival. All items returned as faulty will be inspected and any items deemed to subject to fair wear and tear will not be accepted as faulty. Where possible items may be repaired on request but only where such items are deemed faulty and repairable. Repairs do not come with any guarantees.
You will be asked to sign-in or create a free account on our site. This allows us to create a much smoother returns process for you and expedite the process. You can request a return via the “Return Item(s)” button at the bottom of the order in “My orders” and select the number of items you would like to return. Do not ship anything without contacting us first, as this may lead to longer handling time and delayed refunding.
As soon as we have confirmed that your item is eligible for return, you will be prompted to make a copy of the packing slip. Just place this slip in the box with the item(s) you are returning. Please note that the returning costs of the items back to us are at your own expense and risk, We cannot assume responsibility for misdirected, lost or damaged shipments. We advice you to use a tracking service such as GLS, UPS, FedEx, …
Once your item has been safely returned to the return address provided in the Return Authorization email and we have confirmed that your return has been successfully processed and approval given (i.e. that it is eligible for returns), your refund will be processed.
You will select whether to receive a refund to the original form of payment or an eGift card. When we receive your returned item(s) we will issue your refund. Please allow one billing cycle for credit card refunds to appear on your statement. If you choose to receive an eGift card, it will be issued within 24 hours.
The Returns address is:
ATT Geert Van den Troost / Prohorse