Refund policy
Returns and Complaints
Returns/Exchanges
To return products, please make sure to include a printed and completed return form in the package.
According to the store regulations, returns are possible within 14 days from the date of receiving the purchased goods.
The return/exchange form can be downloaded below.
Complaints
To submit a product complaint, the item must be sent back to us along with a completed and signed complaint form.
The complaint form can be downloaded below.
Returns, Exchanges, and Complaints
Return Address
Please send all packages for returns, exchanges, or complaints to the following address:
ul. Marii Cetysówny 5/U2, 00-711 Warsaw, Mazowieckie, Poland
Phone: +48 579 745 099
E-mail: sklep@hihorse.pl
Please note that packages sent to other addresses, pick-up points, or cash on delivery will not be accepted.
Return Policy
We have a 14-day return policy, which means you have 14 days from the date of receiving the goods to request a return. To be eligible for a return, the product must be in the same condition as when received, unused, with all original labels attached, and in its original packaging. A receipt is also required.
To initiate a return, please contact us at sklep@hihorse.pl. Returns must be sent to the address listed above.
If you have any questions about returns, you can always contact us at sklep@hihorse.pl.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if any item is defective, damaged, or incorrect so that we can assess and resolve the issue. In the case of damage during shipping, the customer must file a report with the courier and submit a complaint within 24 hours of delivery.
Exchanges
We encourage exchanges. In some cases, free exchanges may be possible for higher-value orders. Please contact us at sklep@hihorse.pl to discuss the best option for your situation.
14-Day Right of Withdrawal in the European Union
Regardless of the above, if goods are shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. As stated above, the goods must be in the same condition as when received, unused, with all original labels attached, and in their original packaging. A receipt is also required.
Refunds
We will notify you once we receive and inspect your return and inform you whether the refund has been accepted or rejected. If accepted, the refund will be issued automatically via the original payment method within 10 business days. Please note that your bank or credit card provider may require additional time to process the refund. If more than 15 business days have passed since the refund was approved, please contact us at sklep@hihorse.pl.