If the product is delivered damaged, defective or incomplete, the customer has a 2 year right to make a claim. Horze reserves the right to not approve claims that are caused by improper handling of the product by the customer or failure by the customer to follow normal usage guidelines. We make all reasonable efforts to accurately display the attributes of our products, including composition and colours. The colour you see will depend on your computer system, and we cannot guarantee that your computer will accurately display such colours. Small variations of color or detail, as well as minor issues such as scratches on the product may not be enough to get a claim approved and are therefore usually not entitled for a refund.

If claim is approved, Horze will repair or replace the item free of charge or give you a price reduction or a full refund.

The customer must contact Horze customer service to process the claim. The processing time is typically up to 14 days.

Horze always tries first to resolve complaints and possible disputes with customers. If the disagreement can not be resolved between the parties (seller-customer), the customer may refer the matter to the Consumer Advocacy organization.

The consumer can also raise the dispute through the ODR platform ( The ODR platform provides both consumers and traders with a platform to settle their online disputes, both domestic and cross-border transactions. The platform is directly linked to national alternative dispute resolution (ADR) bodies, therefore providing consumers and traders with an established and proven method of dispute settlement.