XhorseShop Refund Policy

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Refund Policy

At xhorseshop.eu, we want you to be completely satisfied with your purchase. If you're not happy with your order, we offer a hassle-free return process.

1. Return Window

• We have a 14-day return policy, which means you have 14 days from the date of delivery to request a return.

2. Eligibility for Returns

• Items must be unused, in original packaging, and in the same condition as received.

• Proof of purchase (order number/receipt) is required.

3. Non-Returnable Items

• Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
• Any item that is returned more than 90 days after delivery.
• The product was damaged in shipping.
• The item was not delivered on the agreed time (We usually complete order within 1-3 working days (holidays and national days are not counted), exceptions may occurs if no more stock available and in case the delay is from shipping company so the customer shall coordinate with them as we don't have any relation with any delay resulted from custom procedures or late delivery of the shipping company).

4. Return Process

• Submit your return request through website/email/whatsapp.

• We will process your request within 48 hours and provide return instructions if approved.

• Once received and inspected, your refund will be issued to the original payment method within 7–15 business days.

5. Refunds

• Refunds exclude shipping costs (unless the return is due to our error).

• Sale items may only be eligible for store credit (check product details).

6. Exchanges

• Exchanges are subject to product availability. Contact us at customer service email/phone for assistance.

7. Damaged or Incorrect Items

If your order arrives damaged or incorrect, notify us within 48 hours of delivery with photos for a replacement/refund.

Your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase. Please send your purchase back to us. We have USA return warehouse, UK return warehouse, Canada return warehouse or China return warehouse. Please contact our customer service for detail return address.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Late or missing refunds (if applicable)

If you haven't received a refund yet, first check your bank account again.
Then contact your paypal account manager or credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.

If you've done all of this and you still have not received your refund yet, please contact us
at sales@xhorseshop.eu
Whatsapp: +86 13515975739