Returns & Refund Policy

Last updated: September 2, 2026

At Horseford, we want you to be satisfied with your purchase. This Returns & Refund Policy explains when products may be returned, exchanged, replaced, or refunded.

Horseford is operated by:

VilVid LT, MB
Company code: 306678473
Registered address: Chemijos g. 27C-62, LT-51332 Kaunas, Lithuania
Email: help@horseford.com
Website: Horseford.com

1. Right of Withdrawal

If you are a consumer located in the European Union or another jurisdiction where a statutory withdrawal right applies, you may have the right to withdraw from your purchase without giving a reason.

For eligible products, you must notify us of your decision to withdraw within 14 days from the date you, or a person designated by you, receives the product.

To exercise your right of withdrawal, contact us at:

help@horseford.com

Please include your:

• Full name

• Order number

• Email address used for the order

• Product you wish to return

• Clear statement that you wish to withdraw from the purchase

After contacting us, we will provide return instructions and, where applicable, the return address.

Do not send a product to our registered company address unless our customer support team has specifically instructed you to do so.

2. Personalized and Custom-Made Products

Certain Horseford products may be personalized, engraved, monogrammed, made to specific measurements, or otherwise produced according to information or specifications supplied by the customer.

Where permitted by applicable law, the statutory right of withdrawal does not apply to products that are made to the customer's specifications or are clearly personalized.

This includes, for example, products personalized with a:

• Name

• Initials

• Custom nameplate

• Custom engraving

• Custom text

• Customer-selected specifications that make the product uniquely made for that customer

Please carefully review all personalization information before submitting your order.

This exception does not affect your rights if a personalized product arrives damaged, defective, incorrectly manufactured, or materially different from what you ordered.

3. Return Conditions

For returns made under a change-of-mind or statutory withdrawal right, products should be returned in a condition consistent with reasonable inspection.

You may inspect a product as you would reasonably be permitted to inspect it in a physical store.

You may be responsible for any reduction in the value of a product resulting from handling beyond what is necessary to establish its nature, characteristics, and functionality.

Where reasonably possible, please return the product with its original packaging, accessories, labels, and other items supplied with it.

4. Return Shipping Costs

For an eligible change-of-mind return or withdrawal, the customer is responsible for the direct cost of returning the product unless:

• we expressly agree to cover the return cost; or

• applicable law requires us to cover it.

We recommend using a tracked shipping service and retaining proof of shipment.

If a product is defective, damaged, incorrect, or otherwise non-conforming, Horseford will cover reasonable return costs where required by applicable law.

5. Damaged, Defective, or Incorrect Products

Please inspect your order after delivery.

If you receive a product that is damaged, defective, incorrect, or materially different from what you ordered, contact us at help@horseford.com as soon as reasonably possible.

Please provide:

• Your order number

• A description of the problem

• Clear photographs or video showing the issue where reasonably necessary to assess the claim

Depending on the circumstances and your statutory rights, we may offer an appropriate remedy such as:

• Repair

• Replacement

• Correct product

• Price reduction

• Refund

Nothing in this policy limits any mandatory consumer rights you have under applicable law.

6. Personalized Product Errors

If Horseford makes an error when producing a personalized product—for example, the engraving or personalization does not match the information submitted with your order—please contact us and we will arrange an appropriate remedy.

If a personalized product was produced correctly according to the information supplied by the customer, we generally cannot accept a return solely because the customer:

• Entered the wrong name or initials

• Made a spelling error

• Selected the wrong personalization

• Changed their mind after production began

This does not affect any mandatory rights provided by applicable law.

7. Refunds

Once an eligible return has been received and assessed, we will process the applicable refund.

Where the statutory EU right of withdrawal applies, refunds will be made without undue delay and no later than 14 days after we are informed of your decision to withdraw. We may withhold reimbursement until we receive the returned goods or you provide evidence that the goods have been sent back, whichever occurs first.

Where required by law, the refund will include the original standard delivery charge.

If you selected a more expensive delivery method, such as express delivery, we are not required to refund the additional amount above the cost of our least expensive standard delivery option.

Refunds will normally be issued to the same payment method used for the original purchase unless another method is expressly agreed.

After we issue a refund, your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.

8. Exchanges

If you would like to exchange an eligible non-personalized product, contact us at help@horseford.com.

Availability of exchanges depends on stock and the circumstances of the order.

Personalized or custom-made products generally cannot be exchanged unless they are defective, damaged, incorrectly produced, or an exchange is otherwise required under applicable law.

9. Orders Returned to Sender

If an order is returned to us because of an incorrect or incomplete delivery address supplied by the customer, failure to collect the parcel, or another circumstance attributable to the customer, please contact us.

We may require payment of reasonable additional shipping costs before resending the order, where permitted by applicable law.

This provision does not limit your statutory consumer rights.

10. Refused Deliveries

Refusing a parcel does not necessarily constitute a valid exercise of your right of withdrawal.

If you wish to cancel or return an order, please contact help@horseford.com so that the return can be handled correctly.

11. Non-Returnable Products

Subject to applicable consumer law, we may be unable to accept returns of:

• Clearly personalized or custom-made products

• Products made according to the customer's specifications

• Products that cannot be returned for health or hygiene reasons after a protective seal has been removed, where legally applicable

• Products damaged through misuse, accident, improper care, or normal wear and tear rather than a manufacturing defect

Any statutory rights relating to defective or non-conforming goods remain unaffected.

12. Statutory Legal Guarantee

Consumers in the European Union benefit from statutory rights relating to products that are defective or do not conform to the sales contract.

These statutory rights exist independently of this Returns & Refund Policy and are not restricted by any voluntary return policy offered by Horseford.

13. Cancellations Before Dispatch

If you wish to cancel or modify an order, contact us as soon as possible at help@horseford.com.

We will try to accommodate cancellation or modification requests where possible.

However, personalized or custom-made products may enter production shortly after an order is placed. Once customization or production has begun, cancellation may no longer be possible where the applicable personalized-goods exception applies.

14. Contact Us

For any return, refund, exchange, or product-related issue, contact:

VilVid LT, MB
Company code: 306678473
Chemijos g. 27C-62
LT-51332 Kaunas
Lithuania

Email: help@horseford.com
Website: Horseford.com