Refund policy

Returns and right of withdrawal

You have the right to withdraw from your order within 14 days without giving any reason. The withdrawal period is 14 days from the day on which you, or a third party you have named who is not the carrier, take possession of the goods. If you order several goods in one order that are delivered separately, the period starts on the day after you receive the last item.

How to withdraw

Tell us within the withdrawal period that you are withdrawing from the contract. You can use the model withdrawal form below, or make any other clear statement, for example by email to info@thehorseextensionsfactory.nl.
Send the goods back without delay and no later than 14 days after you told us that you are withdrawing. Return address: The Horse Extensions Factory, Bronstijdkreek 14, 3206 HA Spijkenisse, The Netherlands.
Preferably return the goods unused, complete and in the original packaging, free of horse hair, saliva, food residue and dust.
After we receive your notice, we confirm it by email.

Cost of returning the goods

You bear the direct cost of returning the goods. So we do not refund the shipping costs of your return. No return label is included; you arrange the shipping yourself. Keep proof of shipping until you have received your refund.

Refund

We refund all payments we have received from you, including the original standard shipping costs (for delivery within the Netherlands that is €0), without undue delay and no later than 14 days after the day we receive your notice of withdrawal. If you chose a more expensive delivery method than our cheapest standard delivery, we do not refund the extra cost. We may withhold the refund until we have received the goods back or until you have shown that you have sent them back, whichever is earlier. We refund using the same payment method you used for the order, unless you expressly agree to another method. The refund is free of charge for you.

Diminished value

Handle the goods with care. You may unpack and look at them as you would be allowed to in a shop. If the goods have lost value because you handled them more than necessary to establish their nature, characteristics and functioning, you are liable for that loss of value. We charge the loss of value or set it off against the refund.

Exceptions to the right of withdrawal

The right of withdrawal does not apply to goods made to your specifications or clearly personalised for you, for example custom-coloured extensions. It also does not apply to sealed goods that are not suitable for return for health or hygiene reasons and whose seal was broken after delivery.