Hophorse Refund & Refund Policy

At Hophorse, we want you to feel confident when shopping with us. If something isn’t quite right, we’ll do our best to help.

This policy applies to purchases made directly on our official website. If you bought our products from another retailer or marketplace, please follow their return and refund policy.

 

1. Return Window & Eligibility

  • We offer a 30-day return period from the date you receive your order.
  • To be eligible for a return, the item must be in good condition, free from excessive wear, misuse, or damage.
  • Whenever possible, it should be returned in its original packaging, with all accessories, manuals, and any free gifts included.
  • We may refuse a return or charge a reasonable restocking fee if the product is returned incomplete, heavily used, or damaged.
  • We may also refuse a return if the product shows signs of improper installation, modification, or misuse (including exposure to water, impact, or other abnormal conditions).

 

2. Order Changes & Cancellations

  • You may request to change or cancel your order before it is shipped by contacting our customer support as soon as possible.
  • If the order has not yet shipped, we will cancel it and issue a full refund to your original payment method.
  • If the order has already shipped, it can no longer be canceled. In this case, please follow the standard return process after you receive the package.

 

3. Non-Returnable Items

 

Unless otherwise required by law, we generally cannot accept returns for:

  • Items marked as final sale or non-refundable at the time of purchase.
  • Gift cards, downloadable content, or other digital products.
  • Products that have been severely damaged due to improper use, unauthorized repair/modification, or accidents (fire, flood, etc.).

If you’re unsure whether your item is eligible, please contact us before sending it back.

 

4. Return Shipping & Fees

  • If the return is due to buyer’s reasons (such as change of mind, incorrect size ordered, or no longer needed), you are responsible for the return shipping cost.
  • The exact cost depends on the carrier and service you choose.
  • If the return is due to our mistake, we will cover reasonable return shipping costs.

Examples include wrong item received, item arrived damaged or defective, or duplicate shipment or incorrect address caused by us.

For items that arrive damaged or defective, please contact us as soon as possible with clear photos and/or videos so we can quickly assess and resolve the issue.

 

5. How to Start a Return

 

To request a return or refund:

1) Contact us via email at info@gym-hophorse.com, including:

• Order number
• Name and contact information
• Clear description of the issue
• Photos or videos, if the item is damaged or defective

2) Our support team will review your request and, if approved, provide you with return instructions and the correct return address.

3) Carefully pack the item (preferably in the original box with all accessories and gifts) and ship it back according to the instructions.

4) Once the return is received and inspected, we will process your refund or exchange.

Please do not send any items back without contacting us first, as this may delay processing.

 

6. Refunds

  • Approved refunds will be issued to your original payment method.
  • We typically process refunds within 3–7 business days after the returned item has been received and inspected by our warehouse. Your bank or card issuer may need additional time to post the refund to your account.
  • Depending on the reason for the return, original shipping fees and/or a reasonable handling fee may be non-refundable, except where prohibited by law.

If you haven’t received your refund after the above time frame, please:

1) Check your bank or payment account again.
2) Contact your credit card company or bank, as there may be a processing delay.
3) If you still have not received the refund, reach out to us with your order details.

 

7. Exchanges

  • If you would like to exchange an item (for example, for a different model or color), please contact us first with your order number and request.
  • In many cases, we will ask you to follow the return process above for the original item and place a new order for the replacement.

This allows us to process everything more accurately and quickly.

 

8. Third-Party Purchases

 

This refund and return policy applies only to orders placed directly on the official HOPHORSE website.

If you purchased HOPHORSE products from another platform or retailer (such as a marketplace or local store), please refer to their return and refund policy and contact them directly.

 

9. Your Legal Rights

 

Nothing in this policy is intended to limit any statutory rights you may have under applicable consumer protection laws. Where local law provides stronger protections, those rights will apply in addition to, or instead of, the terms above.

 

10. Contact Us

 

If you have any questions about returns, refunds or exchanges, please contact us:

• Email: info@gym-hophorse.com
• Service hours: Support available every day; we aim to reply within 24 hours.

We’re here to help.