Refund policy
Order Cancellations
Once an order is placed, it immediately enters our processing system. Due to the nature of our products and our commitment to fast order fulfillment, cancellations are not possible once an order is confirmed. We encourage you to review your selection carefully before placing an order. If cancellation is not possible, eligible items may be returned in accordance with our return policy below.
Returns Eligibility
You may return items to us within 30 days from the date of purchase. Due to health and hygiene reasons, only unopened, unused items in their original packaging with tags intact are eligible for return. Opened or used items cannot be returned, exchanged, or refunded to maintain hygiene standards, so please choose carefully before purchasing.
Please note that we are unable to accept returns or exchanges for opened items due to purchasing errors or changes of mind.
Restocking Fee
At our discretion, a restocking fee of up to 20% may apply to items returned without original packaging or items that fail to meet return conditions. This fee is intended to cover reprocessing costs and may be deducted from your refund.
Shipping Charges
Shipping costs are non-refundable. For defective items eligible for return, Horse Dildo UK will cover the cost of standard shipping only. If you selected an express shipping option at the time of purchase, only the standard shipping cost will be covered.
How to Return Items
For secure return, we recommend using a tracked delivery method to ensure safe return and minimise delays. Please include a note explaining the reason for the return and the email address associated with your order. Items returned without tracking remain the customer’s responsibility until received by us.
Refund Processing
Refunds will be processed within 14 business days of receiving the returned item. The refunded amount will be issued to the original payment method, minus any applicable restocking fees, and customers will receive confirmation once the refund is processed.
Limitations of Liability
We are not liable for delivery delays or failures resulting from circumstances beyond our control, such as carrier disruptions or customs delays for international orders. For orders outside the UK, any additional customs or import fees are the responsibility of the customer.
Upon receiving your order, please inspect it carefully and notify us promptly of any incorrect or defective items. We are not liable for indirect or unforeseeable losses, such as lost profits or business opportunities, that arise as a side effect of the main loss or damage. This policy does not affect your statutory rights regarding defective goods or losses caused by our negligence.
Contact Us
For questions about this policy or assistance with a return or replacement, please contact us at:
Horse Dildo UK
Email: orders@horsedildo.co.uk