Return Policy


1.Which situation xhorseshop.co.uk provides return policy?
2. Which situation xhorseshop.co.uk do not provide return policy?
3. What you do before returning for replacement?
4. When i can get my refund or exchange items back?
5. What is our guarantee policy?
6. What is the repair policy?

Our policy lasts 30 days from purchase date. We are sorry for not offering refund or exchange after 30 days since your purchase date.

Before you want to return item to us, please read and follow the below instructions.
Please make sure that you understand our return policy and ensure that all criteria are met before physically sending any items back to us. We just have stocks in Czech/UK warehouse, do not have branch company in Czech/UK, if item have problem need refund or repair, you need to send back to our Shenzhen, China warehouse.

1. Which situation xhorseshop.co.uk provides return policy?
1) Mis-Ordered Products: If you order wrong item by yourself, or you find it is not what you want to order (not quality problem), our return policy is not applied for you, please be aware of this.
2) Quality Issue: Our products DON'T work well once you receive it or it encounters crash in delivery causing customers fail to use it, in this situation, our return policy will be open for you.
3) Non Quality Issues: In some particular situations, our return policy can be open for you after our customer service learning your particular problem, and in this condition we will charge you 10% handling fee.
Note:
Your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase. Please send your purchase back to us.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
Please contact our customer service for detail return address.

2. Which situation xhorseshop.co.uk do not provide return policy?

Please check detail before you purchase on xhorseshop.co.uk. If you have any doubt, please check with our customer service, you can get our customers service information from our website.

1) Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
2) Any item that is returned more than 90 days after delivery.
3) The product was damaged in shipping.
4) The item was not delivered on the agreed time (We usually complete order within 5-7 working days (weekends,holidays and national days are not counted), exceptions may occurs if no more stock available and in case the delay is from shipping company so the customer shall coordinate with them as we don’t have any relation with any delay resulted from custom procedures or late delivery of the shipping company).

3. What you do before returning for replacement?

First, If your product is damaged in delivery, we will exchange it free for you and undertake the shipping cost you ship back to us by ordinary airmail.

Second, If you order a wrong item and negotiate with our customer service to exchange for a right item, this exchange policy is also for you. But you need to pay the shipping cost to us as well as return to you.

Third, you need keep touch with our customer service to make sure we get it. After we check the item, we will provide exchange service for you. We will inform you when everything done. Please remember to check your email time to time.

Notice (1): you need contact our customer service to tell us your problem. What's wrong with your item and what you want us do for you.

Notice (2): When you confirm to return the items to us, please use ordinary airmail or EMS to return it, and write ship to the address our customer service provides. Please do not use DHL, UPS, FEDEX and TNT or any other courier, because we can not get your return item, we will not responsible for that.

Notice (3): All return for refund or return for exchange all should be done within 14 days.Otherwise,we can not provide this two policy.

4. When i can get my refund or exchange items back? 

After we get your item return to us and check the item is in good condition, we will issue you refund according to our policy within 2 business days through PayPal, please check your PayPal account timely or contact our customer service, and we we will  charge you 10% handling fee.
Once your return is received and inspected, we will send you a notification via email. We will also notify you of the approval or rejection of your refund.
If you are approved, your refund will be processed, a credit will automatically be applied to your paypal account or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your paypal account manager or credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you've done all of this and you still have not received your refund yet, please contact us

5. What is our guarantee policy?

The guarantee of our most products is one year. And we guarantee our product in a good condition before shipping out, our QC stuff will carefully do quality check and paste our own QC label on every product.

Lost Products: If products get lost in delivery, or you still don’t get your item for a long time, please contact our customer service timely. We will deal with this ASAP. Please do not deal with it all by yourself, we want you communicate with us. Usually, we will provide tracking number and tracking link timely. If products get lost on the way and we get confirm from couriers, we will arrange redelivery for your products. If you want ship it through express, then you need to pay express shipping fee.

6. What is the repair policy?

First, When your product encounter broken after using some days and need repair, we will provide repair service for you.

Second, Please contact with xhorseshop customers service about the repair.

Third, You need use ordinary airmail to send the item back to us, after we fix it, we will send back to you. We will not charge you for ordinary airmail ship
back, but if you ask for express shipping, you need to pay for this.

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