Refund policy
Refund & Returns Policy
At HorseFlow we want you and your horse to be completely happy with your purchase. If something isn't right, we'll make it right.
30-Day Money-Back Guarantee
You have 30 days from the day you receive your order to return it for a full refund. If you don't see your horse moving softer and recovering faster, send it back — no stress, no questions, no restocking fees.
To be eligible, the item must be returned in a condition that allows us to assess it. Normal signs of trial use are fine — we expect you to actually test it on your horse.
Your Right of Withdrawal (EU/EEA customers)
In addition to our 30-day guarantee, if you are a consumer in the European Union or European Economic Area you have a statutory right to withdraw from your purchase within 14 days of receiving the goods, without giving any reason. Our 30-day guarantee is offered voluntarily on top of this right and does not limit it in any way.
To exercise your right of withdrawal, inform us by email at myhorseflow@gmail.com with a clear statement of your decision.
How to Start a Return
- Email us at myhorseflow@gmail.com with your order number and the reason for the return.
- We'll reply within 1–2 business days with the return address and instructions.
- Ship the item back. Please keep your tracking number — we can't process a refund for a parcel that never arrives.
Please do not send items back before contacting us. Returns sent without prior approval cannot be processed.
Return Shipping Costs
- Faulty, damaged or incorrect items: we cover the return shipping in full.
- Change of mind or withdrawal: you cover the cost of returning the item.
Refunds
Once your return arrives and is inspected, we'll notify you of the outcome. Approved refunds are issued to your original payment method within 14 days. Depending on your bank or card issuer, it may take a few additional business days for the money to appear on your statement.
We refund the full purchase price, including the standard delivery cost you originally paid. If you chose a more expensive delivery option than our standard one, we refund the standard rate.
Damaged or Faulty Items
Please inspect your order on arrival. If the item is defective, damaged in transit, or you received the wrong product, contact us within 48 hours of delivery with photos so we can arrange a replacement or refund straight away.
This does not affect your statutory rights under EU consumer law, including the legal guarantee of conformity, which applies for two years from delivery.
Items We Cannot Accept
- Items returned more than 30 days after delivery
- Items damaged through misuse, modification or accident after delivery
- Gift cards
The free Equine Muscle Guide eBook is yours to keep even if you return the device.
Order Cancellations
If you need to cancel, email us as soon as possible. We can usually stop an order before it's dispatched. Once it has shipped, please follow the return process above.
Contact
HorseFlow
Ulica Jakova Gotovca 56, 43000 Bjelovar, Croatia
Email: myhorseflow@gmail.com
Refund & Returns Policy
At HorseFlow we want you and your horse to be completely happy with your purchase. If something isn't right, we'll make it right.
30-Day Money-Back Guarantee
You have 30 days from the day you receive your order to return it for a full refund. If you don't see your horse moving softer and recovering faster, send it back — no stress, no questions, no restocking fees.
To be eligible, the item must be returned in a condition that allows us to assess it. Normal signs of trial use are fine — we expect you to actually test it on your horse.
Your Right of Withdrawal (EU/EEA customers)
In addition to our 30-day guarantee, if you are a consumer in the European Union or European Economic Area you have a statutory right to withdraw from your purchase within 14 days of receiving the goods, without giving any reason. Our 30-day guarantee is offered voluntarily on top of this right and does not limit it in any way.
To exercise your right of withdrawal, inform us by email at shopifytest066@gmail.com with a clear statement of your decision.
How to Start a Return
- Email us at shopifytest066@gmail.com with your order number and the reason for the return.
- We'll reply within 1–2 business days with the return address and instructions.
- Ship the item back. Please keep your tracking number — we can't process a refund for a parcel that never arrives.
Please do not send items back before contacting us. Returns sent without prior approval cannot be processed.
Return Shipping Costs
- Faulty, damaged or incorrect items: we cover the return shipping in full.
- Change of mind or withdrawal: you cover the cost of returning the item.
Refunds
Once your return arrives and is inspected, we'll notify you of the outcome. Approved refunds are issued to your original payment method within 14 days. Depending on your bank or card issuer, it may take a few additional business days for the money to appear on your statement.
We refund the full purchase price, including the standard delivery cost you originally paid. If you chose a more expensive delivery option than our standard one, we refund the standard rate.
Damaged or Faulty Items
Please inspect your order on arrival. If the item is defective, damaged in transit, or you received the wrong product, contact us within 48 hours of delivery with photos so we can arrange a replacement or refund straight away.
This does not affect your statutory rights under EU consumer law, including the legal guarantee of conformity, which applies for two years from delivery.
Items We Cannot Accept
- Items returned more than 30 days after delivery
- Items damaged through misuse, modification or accident after delivery
- Gift cards
The free Equine Muscle Guide eBook is yours to keep even if you return the device.
Order Cancellations
If you need to cancel, email us as soon as possible. We can usually stop an order before it's dispatched. Once it has shipped, please follow the return process above.
Contact
HorseFlow
Ulica Jakova Gotovca 56, 43000 Bjelovar, Croatia
Email: shopifytest066@gmail.com