> disputes 90 days return policy
> Returns (register return online)
> Right of withdrawal
> Return costs
> Return business orders
> How can I exchange - cancel or change my order?
> Return procedure
Disputes 90 days return policy
Are you not completely satisfied with your product? Is it defective? Then we will solve this as efficiently as possible. You may return an order within the period of 90 days without an explanation, subject to our general terms and conditions.
Read more about our return policy and how to register your return here.
Returns (register return online)
Is the new rug a bit too small for your horse? Does a pink halter not suit your horse as well as expected? Is the product not as you imagined? Do you want to return a product? No problem!
Request a return label for shipping goods from "non" EU countries to MHS Equestrian. It is not possible to request a return label from MHS from non-EU countries and then return goods to MHS. This applies to all countries outside the EU. If you want to return goods to MHS, special documents must be drawn up by the sender and the sender must declare this to Customs. The sender then pays any taxes, import duties, other clearance costs and / or shipping costs himself. All these costs are borne by the sender. Here you return the goods for free circulation in the EU.
Ensure that your returned items are clean, undamaged, with the labels still attached and in the original packaging. Pack your return shipment carefully to ensure that we receive it in good order in our warehouse. Check the return regarding the hygiene and compliance with the extra instructions you received together with the product. Products that are not correctly fitted, resulting in a product that is not hygienically clean will NOT be accepted back into our warehouse. These products will be unconditionally returned to you by MHS.
When an article has been used and / or is no longer in the original packaging, MHS will no longer accept it. The same goes for dirty products. Consider, for example, hair, mud or sweat residue on the inside of a rug or cover. For this reason, MHS recommends always fitting rugs and covers with a sheet underneath. If the articles arrive at MHS dirty, MHS will absolutely not accept the article (for hygienic reasons)!
MHS is not responsible for and does not facilitate storage of unaccepted goods; Product packaging should be shipped in the original box or plastic bag where possible. For example, pack the original shoe box or shaver case in an extra box so that this packaging is not damaged during transport; Also make sure that all other labels and addresses (for example your delivery address) have been removed from the package.
You can place a new order on the website for the product you would like to receive;
Please note: At MHS Equestrian you can regularly add a gift to your order. When you return the entire order, you must also return the gift. If you choose to keep the gift, the value of the gift (+ shipping costs) will be deducted from the amount to be refunded.
As long as your order is not yet in the shipping process, we can cancel your order to enable you to place a new order. Please contact us at [email protected]
As a consumer, you have the right to keep an ordered product on sight for 90 days and if it does not suit you, to return it without an explanation (this does not apply to business orders). For returns you can use create return.
Right of withdrawal
You have the right to withdraw from the contract within 90 days without giving any reason. The withdrawal period expires 90 days after the day on which you or a third party designated by you, who is not the courier, takes physical possession of the goods. To exercise the right of withdrawal, you must inform us by means of an unambiguous statement (for example in writing, by post or e-mail) that you are withdrawing from the contract. You can use the withdrawal form provided by us or the European model withdrawal form, but you are not obliged to do so. To meet the withdrawal period, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Consequences of the withdrawal
If you cancel the agreement, we will refund you all payments you have made up to that point, including delivery costs, without delay and in any case no later than 7 days after we have been informed of your decision to cancel the agreement. We will pay you back with the same payment method with which you made the original transaction, unless you have explicitly agreed otherwise; in any case, you will not be charged for such reimbursement. We may withhold the refund until we have received the goods. We process our return goods every day and during processing you will receive a confirmation email from us. You must return the goods to us without delay, but in any case, no later than 14 days after the day on which you have notified us of your decision to cancel the contract. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct costs of returning the goods. You are only liable for the diminished value of the goods resulting from the use of the goods, which goes beyond what is necessary to determine the nature, characteristics and functioning of the goods. It is not necessary to unpack consumables and / or cleaning products to evaluate. If you do this anyway, the products are no longer sellable, and the depreciation is 100%.
Excluded from the right of withdrawal is a consumer purchase that relates to the delivery of: Products manufactured according to specifications of the consumer, which are not prefabricated, and which are manufactured on the basis of an individual choice or decision of the consumer, or which are clearly intended for a specific person to be.
- Products that spoil quickly or that have a limited shelf life.
- Products that are not suitable for return for reasons of health protection or hygiene and of which the seal has been broken after delivery.
- Products that, by their nature, have been irrevocably mixed with other items after delivery.
At MHS Equestrian you do not pay any costs for returning a defective or incorrectly delivered product.
Return business orders
If you have placed a business order, other conditions apply for the return of your entire or partial order. The Distance Selling Act does not apply to business orders. Please contact our customer service about the options for returning business orders via the email address: [email protected].
When, after consultation with our corporate customer service, an order is returned in whole or in part, processing costs may be charged.
How can I exchange - cancel or change my order?
At MHS you send your product back via the button “create return”. The product is then shipped to MHS. MHS processes these return products the same working day of arrival and you will receive a processing confirmation email. Exchange is not possible! MHS will process your return shipment as an actual return and will pay you back the amount in the same way you paid. In this way you can order the desired new items directly or as quickly as possible on the website. That way you don't have to wait for your return to be processed.
You must return the products within 90 days of receipt or indicate that you want to do so (then return within 90 days of notification). When using your right of withdrawal, keep in mind that the product must be in pristine condition. This means that the products should be in their original condition if reasonably possible. When opening products of which you could reasonably have assessed the product without opening the packaging (transparent packaging), the costs for depreciation will be charged. Handle the packaging of an item with care. Do not write texts or stick stickers or adhesive tape on the packaging of the product itself. As a customer you are responsible for properly packaging the return shipment for proper protection during transport. Pack the return items in an (outer) box (a box around the original box) to prevent damage during transport. If the product is damaged and / or shows user traces, MHS Equestrian reserves the right to charge for this depreciation of the product. In addition, all by-products, such as descriptions, etc., must be present (if reasonably possible).
When your return has arrived in our warehouse, this return will be processed by MHS the same (working) day. You will then receive a confirmation email from MHS. Refunds will be made within 7 working days after processing;
Have you returned an order and do you want your money back? Our employees process the returns as quickly as possible. Your money will be refunded within 7 working days. The money will be refunded in the same payment method as you paid for your order (i.e. a credit card payment will be returned to your credit card, an Ideal payment to your bank account and a PayPal payment to PayPal).
Read more about our return policy here and to register your return.
How can I see the status of my return?
When you have delivered your return package at the post office, you will receive a proof of shipment with a Track and Trace code. With this Track and Trace code you can easily keep an eye on the status of your return shipment. As soon as your return has been received in our warehouse, it will be processed the same day. After processing you will receive an e-mail to confirm this. This takes place on the same day that the goods are returned and processed;
Paypal Returns Fee
If you have paid for your order with PayPal, you can use the PayPal Returns Fee. Click on the link to view the conditions.
Online dispute resolution according to Art. 14 par.1 Regulation ODR Consumers: The European Commission provides a platform for online dispute resolution, which you can find at http://ec.europa.eu/consumers/odr/. Consumers have the option to use this platform for the resolution of disputes. Thrusted Shops is willing to participate in an out-of-court dispute resolution procedure before a consumer disputes board.
Buyers protection. Give 100% certainty
The automatic buyer protection of Thrusted Shops protects online customers when shopping in web shops with the Thrusted Shops quality mark against financial risks. The buyer protection up to € 2,500 is the guarantee that the Thrusted Shops quality mark stands for online security. If something unexpectedly goes wrong while shopping online, the purchase amount is guaranteed based on the buyer protection - regardless of the payment method used.
Questions or complaints
Do you have a question, comment or complaint? Email us, we'll do our best to help you as soon as possible. Do you believe that we have not resolved your complaint properly? Then you can turn to the independent Disputes Committee European Online Disputes Platform (ODR). Did you not find your answer on our website or do you have doubts about something? Please feel free to contact our customer service via email at [email protected].