Returns and Exchange Policy

Returns and Exchanges

  1. Eligibility: Customers can return or exchange items within 14 days if unsatisfied. Items must be unused and in original condition. Contact info@horze.co.za for a return form.
  2. Exceptions: Items with embroidery, purchased on sale, last of its kind, or from limited stock are non-returnable and non-exchangeable.
  3. Faulty Items: If an item is faulty, discuss potential exceptions with management within 30-60 days. Management responses take up to 7 days.
  4. Exchange Details: Exchanges are possible for different sizes or colors if available. After 14 days, customers cover return shipping, but the first replacement per order is shipped free.

Returns Process:

  1. Navigate to your My Account > Orders and open the order you want to use to return a product, once on the order click next to it on the Return & Exchange button and start the process.
  2. We will confirm once the return is approved to send us the tracking number for the parcel.
  3. Ship to: Horze South Africa, 50 Annesu de Vos Street, Stephanopark, Vanderbijlpark, 1912, or via Postnet to Postnet, Vaal Mall, Vanderbijlpark.
  4. Do not use National Post Office services.

Refunds:

  1. Refunds are issued for damaged, faulty, or incomplete deliveries. Minor variations in product details do not qualify.
  2. To claim a refund, return the item with the completed form and sufficient return reason. Horze covers return shipping costs if the error is ours.
  3. Allow 7-10 days for processing returns and issuing refunds.

Lost Parcels: Compensation for lost returns/exchanges requires a postal tracking code.

Shipping Policy:

  1. Orders placed before 2 PM on business days are shipped the same day; after 2 PM, the next business day.
  2. Estimated delivery within South Africa is 2-4 business days.
  3. Free shipping on orders above R800.00. Flat rate of R99.00 for other orders.
  4. Door-to-door courier service requires a physical address.
  5. Track your order with the provided tracking number.

Guarantee: Delivery times are aimed but not guaranteed due to potential delays.

Note: Horze South Africa currently does not ship internationally. Check www.horze.eu or www.horze.com for international options.

 

This streamlined policy ensures clarity and ease for your shopping experience with Horze South Africa. 

 

For any further questions, please contact our customer service at info@horze.co.za.