Return policy

Refund Policy

In the event that a refund is required, the following conditions apply:

• If the purchase was made online using a card, the refund will be issued to the same card within four (4) business days from the date we receive the returned item.
• If the order was paid via bank transfer to our account, you will need to send us an official bank document via email so we can process the refund.
• If you return products to us via DHL, we will issue the refund within four (4) days from the date we receive your package. If the return is due to a change of preference, the shipping costs will be deducted from your refund.
• Returned products must be accompanied by the corresponding receipt, and the purchase date must not exceed fourteen (14) days.

Product Returns

Return Procedure

Please note that all product returns must be made exclusively via DHL. In case of a return due to our fault, we will fully cover the return shipping costs. In any other case, the DHL shipping costs will be the sole responsibility of the customer who placed the order. If the customer wishes to return the package for any reason other than our responsibility, the shipping costs will be borne exclusively by the customer.

1. Incorrect shipment:

There may be occasional errors during the order collection and packaging process, resulting in the shipment of products that do not match your order or an incomplete order. Additionally, incorrect product quantities or wrong items may be recorded during the ordering process. All order collection and packaging processes are monitored through a closed security system.

If a shipping error is confirmed to be due to the Olympians Horse packaging department, we will promptly send the correct product and cover the return costs of the incorrect item.

In the event of an incorrect shipment, please contact Olympians Horse immediately via email or phone at the following numbers ……………………………., completing the product return form. However, the following strict conditions apply:

• The product must remain unopened.
• The packaging must not be damaged or soiled.
• We must receive written notification no later than the next business day following the receipt of the incorrect product.

2. Defective or damaged product

If a product is received with an open or damaged package, or if its expiration date does not allow for the required consumption period, the order will be reshipped, and we will cover the shipping costs for the defective products. The customer must strictly comply with the requirement of notifying us immediately upon receipt of the order, no later than the next business day, via email or phone. If a product does not fall into the above categories but appears to have altered or unusual characteristics, it must be returned for a quality check by the company responsible for its distribution. Olympians Horse operates a closed security system to monitor the packaging department. If the customer’s claim is verified, Olympians Horse will send a replacement product at no additional cost to the customer. Proof of the above must be provided through clear photos of the product, which should be sent to Olympians Horse via email. Otherwise, Olympians Horse reserves the right to deny responsibility.

3. Order Cancellation – Change of Mind

If a customer receives an order and wishes to return one or more products, they are solely responsible for covering the return shipping costs. Upon receiving and inspecting the returned products, Olympians Horse will proceed with the refund using the same payment method as the original transaction. The refund will be processed within four (4) business days from the date of receipt and inspection of the returned items.

Conditions for Accepting Product Returns

If the returned product is associated with a gift or an additional discount on the rest of the order, the gift and the corresponding discount amount must also be returned exactly as received. Shipping costs amount to €9 for orders up to €69, while orders of €70 and above qualify for free shipping. For example, if an order totals €90 and includes two items priced at €45 each, and the customer returns one of them, they will be charged €9 for shipping since the final order value falls below €69.