At Orange Horse, we want you to be completely satisfied with every purchase. If for any reason your order does not meet expectations, you may return eligible items within 14 days of purchase. The following policy outlines the conditions under which returns and refunds are granted, the steps you need to follow, and any category-specific requirements. Please read carefully to ensure a smooth returns experience.

1. Eligibility for Returns

• Timeframe
  All products purchased from Orange Horse may be returned within 14 days of the original purchase date.
• Valid Reasons
  Returns will only be accepted for one or more of the following valid reasons:

1. 1. Incorrect sizing
   2. Damage sustained during transportation
   3. Incorrect item was sent

2. General Conditions

1. Proof of Purchase
   • A valid proof of purchase (tax invoice or order confirmation) is required for all returns and refunds.
2. Original Packaging
   • Returned items must be in their original packaging, including any tags, seals or protective inserts.
3. Refund Method
   • Refunds will be issued in the same form as the original payment method.
     • For example, if a credit/debit card was used at purchase, the refund will be credited back to the same card.

3. How to Request a Return

1. Email Your Return Request

Please send your request to one of the following contacts:

• • Email Nicola Mungle
  • Email Olivia Garton
    

     

2. Required Information

In your email, include at minimum:

• • Order number and date of purchase
  • Item(s) you wish to return and reason (e.g. wrong size, damaged in transit)
  • Attach photographs of the product, if requested (see Section 3.3)

3. Photographs

• • Orange Horse reserves the right to request photographs of the item(s) to verify condition or damage before approving a return.

4. Category-Specific Conditions

4.1 Supplements

• • Supplements may only be returned if they are:
    1. Unopened and unused
    2. In original, undamaged packaging
  • The product must be deemed re-sellable (no broken seals or tampering).

4.2 Clothing

• • Clothing items may only be returned if:
    1. The original tags are still attached
    2. The item has not been worn, washed or altered in any way
  • Any item showing signs of wear will not be eligible for return.

4.3 Sale Items

• • Sale items may not be returned under any circumstances. All sales on discounted or clearance merchandise are final.

5. Defective Goods

• If you discover a manufacturing defect within 3 months of purchase:
  1. Return the item to Orange Horse for inspection (follow the same process as Section 3).
  2. Orange Horse will liaise with the manufacturer for either a replacement or a repair.
  3. Note: Normal wear and tear is not considered a manufacturing defect and will not qualify for a return under this provision.

6. Shipping & Handling of Returns

• You (the customer) are responsible for ensuring that any items returned by courier are packaged correctly to prevent further damage.
• Orange Horse will not accept liability for any additional damage caused during return shipping. Items received in a damaged state (beyond the original issue) will not be considered for credit.
• We recommend using a tracked, insured courier service to protect your parcels in transit.

7. Right to Refuse

Orange Horse reserves the right to refuse an exchange or refund if:

• The goods are not in a resalable condition (e.g. opened supplements, worn clothing without tags).
• Sale items are returned.
• The customer fails to provide valid proof of purchase within the 14-day window.
• The item(s) are returned beyond the 14-day timeframe, unless covered under the Defective Goods provision (Section 5).