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Refund and Returns Policy

PURCHASE OF GOODS

1. The Buyer is obliged to read the Offer carefully before making a purchase. In case of any doubts, all questions should be directed via by e-mail to the following address: info@hobbyhorsedirect.co.uk
2. After the purchase, the Buyer is required to track correspondence with the Seller through email. Info@hobbyhorsedirect.co.uk
3. When purchasing the Offer, the Buyer should provide the selected size / color / pattern variant of the selected product in the message on the website (unless the purchase is for a specific product in one sales version).
4. After purchasing the Offer, the Buyer may provide his contact telephone number in a message to the Seller in order to forward it to the courier company.
5. If the Seller does not receive all the data necessary to send the order from the Buyer – he will extend the order completion date by 1 week. If after this time the Buyer does not provide information on the order, the Seller will send the goods in a random size / color / pattern.
6. Until the order is sent, the Buyer may ask for the purchase to be canceled, and the Seller is obliged to return 100% of the payment within 3 days from the date of receipt of the information about the cancellation of the order by the Buyer.

SHIPMENT OF GOODS

1. In all offers, the Seller covers shipping costs, without a minimum order amount. In several offers, in the case of larger parcels and shipments overseas, the Seller added the option of an additional payment for priority shipment.
2. The seller ships the goods within the time specified on the website.
3. In the event of public holidays in Poland, the day of which is the time of shipment of the goods, the Seller may delay the shipment time, which will be notified to the Buyer.
4. The seller sends the goods in cooperation with the following courier companies:
EUROPE:
• Hobby horse accessories – Polish post office (priority registered letter)
• Hobby horse, small stable – Polish Post (Global Express shipment)
• Stables, saddles and obstacles – GLS / DPD courier service
• Stables, saddles and obstacles – Great Britain and Ireland – Polish post office (priority parcel)
OUTSIDE EUROPE:
• Accessories – Polish post office (priority registered letter)
• Hobby horse, small stable – Polish Post (Global Express shipment)
• Stables, saddles and obstacles – economic package, Polish Post
ATTENTION! Some destinations prohibit the use of the GLOBAL EXPRESS service temporarily. In such situations, the package will be sent by Polish post.
5. Delivery times depend on the courier company. The times in which courier companies undertake to deliver the parcel are suggested, but the carriers do not guarantee them. For each carrier, the suggested delivery times are as follows:
EUROPE:
• Polish Post – priority registered letter – 2-4 business days
• Polish Post – Global Express shipment – 2-5 business days
• GLS / DPD – courier service – 4-6 working days
• Polish Post – priority parcel – 2-5 business days
OUTSIDE EUROPE:
• Polish Post – priority registered letter – 3-6 business days
• Polish Post – Global Express shipment – 2-15 business days
• Polish Post – priority parcel – 4-6 business days
• Polish Post – economic postal parcel – 4-6 weeks

CAUTION!!!! In the case of ordering stables or obstacles, the Buyer is obliged to open the parcel at the courier in order to write a damage report in the event of damage to the goods. Without a damage report, the Seller cannot accept the complaint of the goods later due to the lack of documentation to the courier company.
In the case of other packages, the Buyer is obliged to write a damage report to the courier in the event that the package is visibly damaged.
DELAY / NON-DELIVERY OF GOODS

1. The Seller is not responsible for the delay of the goods caused by the courier company, but undertakes to explain the delay and remains in contact with the Buyer.
2. If the delivery of the package is significantly delayed, the Seller undertakes to return the payment to the Buyer.
3. For a significant delay in delivery, the Seller understands:
EUROPE:
• Polish Post – registered letter priority – 30 business days
• Polish Post – Global Express shipment – 30 business days
• GLS / DPD – courier service – 30 business days
• Polish Post – priority parcel – 30 business days
OUTSIDE EUROPE:
• Polish Post – registered letter priority – 45 business days
• Polish Post – Global Express shipment – 60 business days
• Polish Post – priority parcel – 60 business days
• Polish Post – economic postal parcel – 12 weeks
4. The Seller is released from liability to the Buyer in the event that the parcel is detained by the Customs Office.

RETURN OF FULL VALUE GOODS

1. The buyer has the right to return the goods for any reason within 3 days from the date of receipt of the order.
2. In the case of returning the goods, the Buyer is obliged to send it back to the Seller, so that the Seller can confirm that the returned goods do not bear traces of use, damage or defects caused by the Buyer’s fault.
3. The Seller shall inform the Buyer about his opinion on the returned goods within 3 days from the date of receipt of the return in order to determine the amount of the return due.
4. The Buyer sends back the goods of full value to the Seller at his own expense.
Address for returns:
KHT ARIA SHOP
Ul. Energetyków 24, place 1
20-447 Lublin, Poland
0048 533663306
5. After receiving the return of the goods, the Seller will return the Buyer, within 3 days from the date of determining the amount of the return, the agreed amount (point 3), less the shipping costs incurred to send the goods to the Buyer.
6. Refunds can be made via the Hobby Horse Direct platform or via paypal.

RETURN OF ADVERTISED GOODS

1. After receiving the goods, the buyer is obliged to check it.
2. If the Buyer finds deficiencies in the ordered goods or finds visible damage not resulting from transport errors – he is obliged to inform the Seller about this fact by sending a photo and describing the situation. This information should be submitted via the website or by email to info@hobbyhorsedirect.co.uk
3. The seller will consider the matter and respond to it within three working days from the date of receipt of the notification.
4. If the complaint is accepted, the Customer has the right to choose the method of compensation:
• Returning the goods at the expense of the Seller and receiving a 100% refund for the purchased goods;
• Return of the goods at the expense of the Seller and reshipment of the goods by the Seller to the Buyer (Exchange of goods);
• Resending the goods by the Seller, without the need to return the defective shipment (at the Seller’s decision);

CAUTION!!!! When ordering stables or obstacles, the Buyer is obliged to
opening the parcel at the courier, in order to draw up a damage report in the event of damage to the goods.
Without the damage report, the Seller cannot accept the complaint of the goods due to the lack of goods
documentation to the courier company.

RETURN OF GOODS TO SENDER

1. If the goods are returned to the Sender due to the Buyer’s fault, there are two options:
• Re-shipment of the goods by the Seller, after the Buyer pays the fee for the re-shipment;
• Payment refund less shipping costs incurred by the Seller.

More information

Seller details

Hobby Horse Direct is considered a professional seller (known as a trader) in the EU. What’s this?