Our refund policy provides customers with 30 days from the date of receipt to request a return. To be eligible for a return, the item must be in its original packaging, with all tags attached, and in the same condition as when it was received - unworn or unused. 

Customers must also provide proof of purchase or receipt when requesting a return.To initiate a return, customers can contact us via email at horseboutiquee@gmail.com

We will evaluate the request and provide instructions on how and where to send the item. Please note that we do not accept items sent back to us without first requesting a return. We also cannot provide return labels.

At Horse Boutique, we understand that refunds are an important part of the shopping experience, and we are committed to making the process as straightforward and hassle-free as possible.

After receiving and inspecting your return, we will promptly notify you of the status of your refund. If the refund is approved, it will be processed and automatically refunded to your original payment method.

However, please keep in mind that it may take some time for your bank or credit card company to process and post the refund.

If you have any questions or concerns regarding our refund policy, please don't hesitate to reach out to us at horseboutiquee@gmail.com

Damages and issues:

We want to ensure that you are satisfied with your purchase, so it is important to inspect your order upon receipt. If you notice any defects, damages, or if you receive the wrong item, please contact us immediately so that we can address the issue and make it right. Our goal is to provide you with high-quality products and exceptional customer service, and we appreciate your feedback to help us achieve that. You can contact us at horseboutiquee@gmail.com

Exceptions / non-returnable items:

We want to provide you with the best service possible, which is why we have set up some exceptions to our return policy. Please take note that some items cannot be returned for various reasons. Perishable goods like food, flowers, or plants are not eligible for return due to their short shelf-life and health and safety regulations. Custom products, such as special orders or personalized items, are made exclusively for you and, therefore, cannot be returned. Personal care goods like beauty products cannot be returned due to health and hygiene concerns.

Additionally, we do not accept returns on sale items or gift cards. Sale items are usually marked down and sold at a discounted price, so we cannot offer a refund for these items. Gift cards are non-refundable as well, as they are considered a form of payment and cannot be returned once purchased.

Exchanges:

We understand that at times, you may want to exchange an item for a different size, color or a completely different product. In such instances, we recommend placing a new order for the desired item and returning the original item for a refund.

To initiate the exchange process, please submit a new order for the desired item and email us the order number along with the details of the initial order that needs to be returned. We can process exchanges within 30 days as long as a new order number has been submitted for the correct items.

Please note that the returned item must be in its original condition, unworn or unused, with tags and in its original packaging, and accompanied by a receipt or proof of purchase. Once we receive the returned item, we will process the refund on the original payment method.

Disputes:

We understand that disputes with financial institutions can be a source of frustration and stress for our customers, and we want to support you through this process as best we can. Please contact us directly if you have any issues or concerns with your purchase. We will work with you to find a solution that is fair and reasonable. If the dispute escalates to the bank, we will respect their decision and comply with it, regardless of the outcome. 

In the event that a customer disputes a payment with their financial institution, we will cooperate with the bank's investigation and provide any necessary documentation to support our position. If the dispute escalates and a decision is made by the bank, we will respect and abide by their decision, whether it is in our favor or the customer's. We encourage customers to contact us directly with any concerns or issues regarding their purchase before filing a dispute with their bank.

Subscription Policy:

Our subscription service offers monthly VIP surprise packages that are automatically shipped to customers. To cancel a subscription, customers must proactively email us at least 5 business days before the next scheduled shipment.

If a monthly VIP package has already been shipped before cancellation, the customer must follow our return policy and email us for a return request so we can assist them.

Products shipped under the VIP monthly subscription are also included in our 30-day money-back guarantee if customers email us to cancel or request a refund process.

We understand that our subscription service may not be for everyone, and we are committed to making the cancellation process as simple and hassle-free as possible. If you have any questions or concerns about canceling your subscription or our subscription policy, please don't hesitate to reach out to us at horseboutiquee@gmail.com