Returns & Exchanges
How it works
Before you buy with us, please take a look at the details of our returns policy below. Here at The Horse, we gladly accept returns on full-priced items purchased within the last 30 days.
To be eligible for return, your item(s) must be unused, in original condition, with original packaging intact. Please note we do not accept returns on sale items. For leather goods, your item must be unworn, unmarked and accompanied by The Horse dust-bag. Watches must be in original packaging including the box, the dial stopper must still be applied, protective film still intact, and the strap in no way creased or marked.
US RETURNS
We offer Checkout+ to our US customers only and provide free return shipping. Customers that take advantage of our Checkout+ option will receive a prepaid label through our portal for any returns request. Customers who opt out are responsible for the costs of return shipping. Labels should be purchased through our customer portal.
We pride ourselves on the quality of our products, however if you believe something isn’t quite right with the product(s) you’ve received, please submit a return/exchange request through our portal!
INTERNATIONAL RETURNS
If your item is eligible for return based on this criteria, please get in touch with us at info@thehorse.com.au stating your name, order number, and the reason for your return.
Once you get in touch, one of our Customer Care team will reach out to provide you a returns form and the address you can send your item(s) to. Please note that all returns are lodged at the customer’s expense, and any refund or credit provided will not reimburse shipping costs.
Refunds Duties & Taxes
Upon the return of your items, any applicable customs & duties paid upon receiving your order will not be refunded by The Horse. We recommend contacting your local customs office for information on any possible customs and duties refunds that you may be eligible for within your country.
We offer exchanges on all full priced item(s) within 30 days of receiving your item(s) at the customer's expense.
INTERNATIONAL EXCHANGES
To exchange, please email info@thehorse.com.au with your full name and order number, and state the reason for the exchange and the alternate item(s) you would like instead. Our team will email you an exchange form to complete and send in with your package.
US EXCHANGES
To exchange, please click here
Please note, we do not offer exchanges on sale products and we do not reimburse shipping costs. We will send the exchanged item back to you free of charge.
If you have received your order and the contents don’t match what you ordered, please contact our online customer care team immediately at info@thehorse.com.au
We stand behind the products we create. If you believe your product has a manufacturing defect, we apologise. Please contact us so we can make it right at info@thehorse.com.au and provide your order number with photos of the suspected issue.
INTERNATIONAL
All returns are at the cost of the customer. We suggest you keep a record of your parcel tracking. We will be in touch within 2-3 business days once we receive your parcel to our Sydney warehouse.
US
We offer Checkout+ to US customers to provide free return shipping. Customers that take advantage of our Checkout+ option will receive a prepaid label through our portal for any returns request. Customers who opt out are responsible for the costs of return shipping. Labels should be purchased through our customer portal.
