By placing an order with Dream Horse, you agree to the terms and conditions below. We set out these policies to ensure that you are fully aware of our refund and returns methods and procedures.
1. 14-DAY RETURN POLICYWe give you 14 days after receipt of your order to change your mind and return an item to us, with no justification required. An extended period to ensure that the product corresponds perfectly to your expectations!
For a return to be accepted, the item must be returned to us in new condition, undamaged, with its original labels and packaged in its original container. Please also enclose your proof of purchase.
These conditions are simply intended to enable us to put items back on sale in perfect condition.
Even after the 14-day period, don't hesitate to contact our customer service department if you have any problems with a delivered product!
2. RETURNS PROCESS
If you wish to return an item, our customer service department is available by email at firstname.lastname@example.org register your request and expedite it.
Once the return is accepted, we will send you a postage-paid label to send the package free of charge to the following warehouse:
4300 Ridgecrest Dr SE
Rio Rancho, NM 87124
In this way, receipt and processing will be much faster than by conventional mail.
3. DAMAGED OR INCORRECT PRODUCTSPlease inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can assess the problem and correct it.
If your return is accepted, we will send you a return label and instructions as mentioned above. Items returned to us without first requesting a return will not be accepted.
To return your product, you must contact us at email@example.com
Depending on where you live, the time it takes for your exchanged product to reach you may vary.
4. EXCHANGESIf you would like to exchange an item, our customer service team is at your disposal via firstname.lastname@example.org to deal with your request.
If the exchange is accepted, we'll send you a prepaid return slip and all the information you need to send your package back to us.
In the interests of speed, we prefer to exchange goods via our warehouse in the USA. A direct return to the factory is still possible, but will incur higher shipping costs on your part.
Our team will do its utmost to process your exchange as quickly as possible. We will then ship the new item back to you immediately.
The most important thing for us is that you are completely satisfied with our products. That's why we do everything we can to make the exchange process easy and pleasant. We look forward to hearing from you!
5. RESTOCKING CHARGESIn order to offer you the best prices, we must unfortunately ask you to cover the cost of returning an item.
However, we do our utmost to minimize this cost: a prepaid return label will be provided on request.
Refunds & Credit notes
If you opt for a credit note following a return, this will correspond to the amount originally paid for the item.
If you prefer a refund, we will process your request promptly. To offset part of our costs of restocking and reselling the product, we will deduct 20% from the initial purchase price. The refund will be made to your account within 5 days of receipt of the item.
Although this represents a charge for you, we try to be as transparent and reasonable as possible about the costs associated with a return request.
Upon receipt of your returned package, we will carefully inspect it before making a decision on your refund request.
If your return complies with the stated conditions, your refund will be approved as soon as possible. The full amount paid will then be credited automatically.
Just bear in mind that your bank or credit card company may take up to 5 working days to finalize the transfer, once they have received our refund confirmation by email.
On average, the total time it takes to receive the credit in your bank account is only 3 to 5 days after your request has been approved by us.
We do our utmost to process refunds quickly on our side, so you don't have to wait. Please do not hesitate to contact us again if you experience unusually long delays.