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Returns & Refund Policy
At The Enchanted Horse, every item is made to order especially for you. We work with trusted print-on-demand partners to ensure each product is produced and shipped with care. Because your items are custom-printed and created individually, we cannot accept returns, exchanges, or refunds for reasons such as change of mind, wrong size, or colour once production has begun.
24-Hour Order Review Window
We understand that mistakes can happen! If you wish to make changes to your order (such as size, colour, or product type), you may do so within 24 hours of placing your order. After this window, your order is automatically sent to production and cannot be modified or cancelled.
Non-Returnable / Non-Refundable Items
Because each piece is printed to your exact order specifications:
- Returns for incorrect size, colour, or unwanted items are not accepted.
- Refunds are not issued once an item has entered production.
- Please check all size guides and colour options carefully before ordering.
Damaged, Defective, or Incorrect Items
We want you to be delighted with your order. If your item arrives damaged, misprinted, or incorrect, please contact us within 14 days of delivery so that we can put it right.
To process a replacement or refund for a damaged or defective product, please follow these steps:
1. Take clear photographs of:
- The damaged packaging (before opening, if possible).
- The product itself, clearly showing the issue.
- The shipping label (with visible tracking number).
2. Email the photos along with your order number and a brief description of the issue to [your email address] within 14 days of receiving your order.
3. Once we receive your claim, we’ll review it within 14 days and arrange a replacement or refund if the item is confirmed defective or misprinted.
Please note: we may need to liaise directly with our print partner to verify printing or fulfilment errors.
Lost or Damaged in Transit
If your parcel arrives visibly damaged or does not arrive within the estimated delivery time, please contact us promptly at [your email address] with photos of the packaging (if applicable) and your order number. We’ll investigate the issue and assist in arranging a
replacement when appropriate.
Our Commitment
Every product is printed to order — created just for you. This ensures minimal waste and a more sustainable process, while keeping each piece unique. We appreciate your understanding and support for this small, independent brand.
