We provide repairs, replacements or refunds for defective or damaged items where we are notified within 7 calendar days from the time the item has been picked up/delivered.

If 7 days have gone by since your items have been picked up/delivered, unfortunately we can’t offer you a repair, replacement or refund.

We do not provide a refund or replacement if you change your mind.

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Note: Where products are made from natural wood, the wooden material may not be consistently perfect. For products with natural wood feature, it must be noted that it is normal to have inconsistent pattern, texture and feel for the surface as most natural wood featured items are not similar to one another. If this occurs, it is not recognized as defective items but as part of the natural wood's feature. It is only a defect when the wood has unnatural marks on it.

 

If you have a minor problem with a product, we will provide you with either free repair, replacement, store credit or refund.

If an item has a major problem, we will provide you with either replacement, store credit or refund.

A major problem is when the item:

• has a problem that would have stopped someone from buying the item if they had known about it

• is unsafe

• is significantly different from the sample or description

• doesn’t do what we said it would, or what you asked for and can’t be easily fixed.

Alternatively, you can choose to keep the item and we will compensate you for any drop in value. If the problem is not major, we will repair the item within a reasonable time. 

 

Please do not send your purchase back to the manufacturer.

 

To be eligible for a return, your item must be unused and in the same condition that you received it in. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

 

You are not eligible for a repair, replacement or refund if you:

• got what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it

• misused a product in any way that caused the problem

• knew of or were made aware of the faults before you bought the product

• asked for a service to be done in a certain way against the advice of the business or were unclear about what you wanted

 

How to request a repair, replacement or refund?

If you need a repair, replacement or refund for a defective or damaged item, send us an email at info@hannahthehorse.com with the following information:

-Your First and Last name (Name will need to match our Billing Records)

-Proof of Purchase (your receipt, or other)

-Details of the defect or damage (Please provide as much information as possible – both in writing and in photos)

Once we have received your request, we will endeavour to respond within 2 business days (or sooner) regarding a solution.

 

When we respond

We will send you an email with details regarding:

-whether we can provide a repair, replacement or refund

-where/when you should return your product (via tracked mail or freight or in person)

-how long the process will take

 

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

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 info@hannahthehorse.com

 

Shipping

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

If you are shipping an item over $20, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned items.