Refund policy
Our 30-day return policy
We want you to be completely happy with your purchase! That's why we offer a 30-day return policy — you have 30 days after receiving your item to let us know if you'd like to return it. This is in addition to the statutory EU right of withdrawal (see below), which always applies as a minimum.
For us to accept a return under this voluntary 30-day policy, the item needs to be unused and in its original packaging, just as you received it. You'll also need to keep your receipt or other proof of purchase.
Want to make a return? Just email us at info@betweenhorses.com and we'll help you get started. Returns should be sent to:
Between Horses
Am Lasterbach 22
49740 Haselünne
Germany
Once your return is approved, we'll send you a shipping label along with clear instructions on how and where to send your package. Please wait for our approval before sending anything back — packages sent without a prior return request unfortunately can't be accepted.
If you have any questions at all about returns, don't hesitate to reach out to info@betweenhorses.com — we're happy to help!
Damages and issues
Please take a look at your order as soon as it arrives. If anything is damaged, defective, or if you've received the wrong item, just get in touch right away and we'll sort it out together.
Gift cards cannot be returned.
Exchanges
Want to swap for something else? The easiest way is to return what you have, and once that return is approved, place a new order for the item you'd like instead.
Statutory Right of Withdrawal (14 days)
Right of withdrawal
You have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period will expire 14 days from the day on which you, or a third party other than the carrier and indicated by you, acquire physical possession of the goods.
To exercise your right of withdrawal, you must inform us —
Between Horses
Am Lasterbach 22
49740 Haselünne
Germany
Email: info@betweenhorses.com
Phone: +49 172 815 90 84
— of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or an email). You may use the attached model withdrawal form, but it is not obligatory.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
We may withhold reimbursement until we have received the goods back, or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods, or hand them over to us, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Withdrawal Form
(Copy, complete and return this form only if you wish to withdraw from the contract.)
To: Between Horses Am Lasterbach 22, 49740 Haselünne, Germany
Email: info@betweenhorses.com
I hereby give notice that I withdraw from my contract of sale of the following goods:
Ordered on: _______________________________
Name of consumer: _______________________________
Address of consumer: _______________________________
Date: _______________________________
Refunds
As soon as we've received and checked over your return, we'll let you know whether the refund has been approved.
- For returns under our voluntary 30-day policy: once approved, you'll be automatically refunded to your original payment method within 10 business days.
- For withdrawals under the statutory 14-day EU right: refunds are issued without undue delay, and no later than 14 days from the date we received your notice of withdrawal (or the returned item, whichever comes later).
Keep in mind it can sometimes take a little extra time for your bank or credit card company to process and post the refund.
Has it been more than 15 business days since your return was approved and you still haven't seen your refund? Reach out to info@betweenhorses.com and we'll look into it for you!