Return & Refund Policy

Last updated: October 9, 2026

At Horseford, we are committed to providing high-quality products and a reliable shopping experience. We want every customer to feel confident when placing an order with us.

This Return & Refund Policy explains how we handle returns, refunds, exchanges, replacements, cancellations, and other order-related issues.

1. 60-Day Return Guarantee

We offer a 60-day return guarantee on eligible products, starting from the date your order is delivered.

To qualify for a return:

• The return request must be made within 60 days of delivery.

• The product must be in its original condition, without damage caused by misuse, improper care, or excessive wear.

• Original packaging, accessories, and included items should be returned where reasonably possible.

• The product must not fall under the exclusions described in this policy.

Before returning any product, please contact our customer support team at info@horseford.com to receive the correct return instructions.

Please do not send products back without contacting us first, as returns sent to unauthorized addresses may not be processed.

Our 60-day return guarantee applies to eligible products and does not override the personalized product restrictions explained below.

2. Personalized and Custom-Made Products

Certain Horseford products are personalized or manufactured specifically for individual customers. These may include products featuring initials, names, monograms, engraving, custom designs, or other requested modifications.

Because these products are made according to individual customer specifications, personalized and custom-made items are generally not eligible for returns or cancellations due to a change of mind once customization or production has begun.

This includes situations where:

• The customer entered incorrect initials, names, or personalization details.

• The customer selected the wrong customization option.

• The customer made a spelling or formatting error.

• The customer changed their mind after production began.

• The product was correctly manufactured according to the customer's submitted instructions.

We strongly recommend carefully reviewing all personalization details before completing your purchase.

However, these restrictions do not apply when a product arrives damaged, defective, incorrectly personalized due to an error made by Horseford, or materially different from the product ordered.

Any mandatory consumer rights applicable to your purchase remain unaffected.

3. Damaged, Defective, or Incorrect Products

We carefully work to ensure that every order is prepared correctly. However, if something goes wrong, we are committed to finding an appropriate solution.

If your order arrives damaged, defective, incorrect, or materially different from its description, please contact info@horseford.com as soon as reasonably possible after delivery.

To help us investigate and resolve the issue efficiently, we may request:

• Your order number.

• A brief description of the issue.

• Clear photographs or videos showing the problem.

• Photographs of the product packaging, if relevant.

Once the issue has been reviewed, we may offer an appropriate resolution, including:

• A replacement product.

• An exchange.

• A repair, where appropriate.

• A partial refund or price adjustment.

• A full refund, where appropriate.

The resolution will depend on the circumstances, product condition, and any applicable consumer rights.

4. Personalization Errors

If Horseford makes an error during the personalization process, we will work with you to correct it.

For example, if personalized riding gloves arrive with initials that do not match the initials submitted with your order, we may arrange a replacement or another appropriate resolution.

If the product was manufactured correctly using the details provided by the customer, the order will generally not qualify for a refund or replacement solely because those details were incorrect.

Customers are responsible for checking the accuracy of their personalization information before submitting an order.

5. Exchanges

We accept exchanges for eligible products when a different available size or variation is needed.

To request an exchange, please contact info@horseford.com before returning the item.

Exchanges are subject to the following conditions:

• The product must meet the applicable return eligibility requirements.

• The requested replacement must be available.

• Personalized or custom-made products may not qualify for standard exchanges once production has begun.

• Any applicable shipping costs will be communicated before the exchange is arranged.

If you receive a defective, damaged, or incorrect product, we will provide an appropriate solution in accordance with this policy and applicable consumer rights.

6. Return Shipping Costs

For standard returns or exchanges requested because of a change of mind, incorrect size selection, or personal preference, return shipping costs are generally the responsibility of the customer unless we agree otherwise.

We recommend using a reliable, tracked shipping service and keeping your proof of shipment until your return has been processed.

Horseford is not responsible for return parcels lost in transit when customers arrange their own shipping, except where responsibility cannot legally be excluded.

If we confirm that a product arrived damaged, defective, incorrect, or incorrectly personalized due to an error made by Horseford, we will arrange an appropriate resolution and cover reasonable return shipping costs where required.

Return instructions and the appropriate return address will be provided by our support team.

7. Refund Processing

Once an eligible returned product has been received and inspected, we will review the return and notify you whether the refund has been approved.

If approved:

• The refund will generally be issued to the original payment method.

• The amount refunded will depend on the eligibility and circumstances of the return.

• Your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.

Original expedited or premium shipping charges are generally non-refundable for standard change-of-mind returns, unless otherwise required by applicable law.

If you have received confirmation that your refund was issued but have not received the funds, please contact your payment provider first. You may also contact us for assistance.

8. Order Cancellations and Modifications

If you need to cancel or modify an order, please contact info@horseford.com as soon as possible.

We begin processing orders promptly to ensure efficient fulfillment.

For standard products, cancellation may be possible if the order has not entered fulfillment or shipping.

For personalized or custom-made products, cancellation or modification may no longer be possible once customization or production has started.

We cannot guarantee that cancellation or modification requests can be accommodated after an order has entered processing.

If your order has already been completed or shipped, you may need to wait until delivery and then request a return, subject to the eligibility requirements in this policy.

Any mandatory cancellation rights that apply to your purchase remain unaffected.

9. Orders Returned to Sender

An order may be returned to the sender when delivery cannot be completed due to circumstances such as:

• An incorrect or incomplete shipping address provided at checkout.

• Failure to collect the parcel within the carrier's collection period.

• Repeated unsuccessful delivery attempts.

• Failure to provide information reasonably required for delivery.

• Other delivery issues attributable to the recipient.

If an order is returned to the sender, please contact our support team.

Depending on the circumstances, we may arrange reshipment or another appropriate solution.

Reasonable additional shipping charges may apply when a second delivery attempt is requested because of incorrect information or circumstances attributable to the customer.

Personalized products returned to the sender remain subject to the personalized product restrictions described in this policy.

10. Refused Deliveries

Refusing delivery of an order does not automatically qualify the purchase for a refund.

If a parcel is refused, the carrier may return it to the sender, and additional shipping or handling costs may be incurred.

Refund eligibility will depend on the product, the reason for refusal, and the applicable conditions of this policy.

If you wish to cancel or return an order, we recommend contacting our customer support team rather than refusing delivery.

This section does not limit any mandatory consumer rights.

11. Products That Cannot Be Returned

Subject to applicable consumer protection requirements, certain products may be excluded from standard change-of-mind returns, including:

• Personalized products manufactured according to customer specifications.

• Custom-made products that have entered production.

• Products damaged through misuse, improper handling, or inadequate care.

• Products showing excessive wear unrelated to a manufacturing defect.

• Products subject to applicable hygiene restrictions where protective seals or packaging have been removed.

• Products that otherwise fail to meet the return eligibility requirements stated in this policy.

These exclusions do not prevent customers from requesting an appropriate remedy for products that are damaged, defective, incorrectly supplied, or not as described.

12. Consumer Rights

Horseford is committed to treating customers fairly and addressing legitimate product concerns.

Nothing in this Return & Refund Policy is intended to exclude, restrict, or override any mandatory consumer protection rights that may apply to your purchase.

Where applicable law provides additional rights regarding defective, damaged, incorrectly supplied, or non-conforming goods, those rights remain in effect.

If a particular provision of this policy conflicts with a mandatory legal requirement applicable to your purchase, that requirement will take precedence.

13. Contact Information

If you have any questions about returns, refunds, exchanges, order cancellations, or product-related issues, our customer support team is available to assist you.

Customer Support Email: info@horseford.com

Please include your order number and a clear explanation of your request whenever possible so we can assist you efficiently.

Business Information

Company Name: Main Street Limited

Company Registration Number: 79323348

Registered Address: 39/F THE CENTER, 99 QUEEN'S ROAD CENTRAL, HONG KONG

Email: info@horseford.com

Website: https://horseford.com

We appreciate your trust in Horseford and are committed to providing a positive customer experience.