If you are not satisfied with your product in any way, Horze gives you 30 days in which you may return or exchange your item. Please note, however, that Horze is unable to provide a refund for any items that appear to be soiled or damaged in any way. In addition, no refund or exchanges can be obtained on items that have been ordered with embroidery. Change of free items or bonus products is not allowed. If returned you will not receive any monetary or material compensation for them.
EXCHANGE: You may only exchange an item to a different size. You are not allowed to exchange for another color or product. If Horze is unable to provide the size you require, you will be contacted and offered another size or a refund of your money. For exchanges make it clear which size you require. You must cover the cost of return postage; however, Horze will send you your replacement free of charge, once per order. If you ask for further exchanges, Horze will charge normal postage. You should allow 2-3 weeks for Horze to process your return and send out a replacement.
RETURNS: You may return any item as long as the products are in the same condition and packaging in which they were sent out. You must cover the cost of return postage. It is important to inform us whether you wish your refunded money to be transferred directly back to your bank account or whether you would like it to be placed as credit on your Horze customer account. If you would like the refunded money to be transferred directly back to your bank account please provide us with your international bank account number IBAN and your bank´s SWIFT code. You should allow 2-3 weeks for Horze to process your return and refund you accordingly.
Please note that some products cannot be refunded due to hygiene and safety regulations. Returned underwear will not be accepted unless the products are unopened in original packaging.
To send a return back to Horze:
1: Login with your order number and emailadress on horze.eu/findorder, and register which items you want to return.
2. Pack the items you wish to return back into the box and write the following return address on the outside:
Horze International GmbH (RETURN)
9521CH Nieuw Buinen
3. Drop the parcel off at your closest post office, You must cover the cost of the return yourself.
You will receive an email from Horze when the return has been processed.
The right to obtain a refund is valid where products have been found to be damaged, faulty or incomplete upon delivery. We reserve the rights for having minor differences in product colors and details. If you have any doubts regarding those details (also regarding embroidery orders), we advise you to contact our customer service before placing an order. Minor product detail differences and slight changes in colors do not justify a claim. Apply common sense.
The quality of the product in relation to the price that was paid will determine whether a worn out product is eligible for refund.
To obtain a refund, send your product to Horze together with a filled out returns form. It is important that you provide us with sufficient information about your reason for returning the product, how much you have paid for postage and if you would prefer compensation by a replacement or refund of your money. You will also be compensated for the return postage costs if the fault is on behalf of Horze.
You should allow 2-3 weeks for Horze to process your return and compensate you accordingly.
Please note that if a return or exchange parcel is lost when being sent back to Horze, you will only be compensated if you have the postal tracking code for the shipment.
If your embroidery order is returned unclaimed to Horze, we will contact you by email, telephone and mail. You have rights to get your embroidery items sent out once more. If Horze cannot reach you within 14 days, you will be invoiced for the item and return/administration costs. The item will be disposed.
If a product that is part of the 3 for 2 promotion gets returned, the promotion discount will not apply anymore. The price of the free product will be deducted from the refunded amount.