1. The 14-day return window
You may return any eligible item within 14 calendar days of the date it was delivered to you, for any reason, including simply changing your mind. The clock starts on the day of delivery signature, not the day of order, and for a multi-consignment basket it runs separately for each consignment.
Returns requested after 14 days can still be raised as a warranty or fault claim where the manufacturer offers one. Contact support with photographs and we will pass the claim to the vendor.
2. What can be returned
- Unused, unopened goods in their original packaging with all labels, seals and accessories intact.
- Tack, rugs, boots, bandages and clothing that has been tried on but not used on an animal, and shows no hair, dust or stable smell.
- Hard goods — buckets, feed bins, grooming kits, stable equipment — in resalable condition.
- Sealed feed and supplement bags where the seal has not been broken and at least six months of shelf life remains.
- Items delivered damaged, defective, or materially different from the listing — returned in any condition, with photographs.
3. What cannot be returned
Some goods cannot be resold once they leave your hands, or cannot be returned safely at all. These are excluded from the 14-day window.
- Feed, supplements, treats and premixes once the bag, tub or seal has been opened. Opened feeding stuffs cannot be re-tested for contamination and are destroyed.
- Live animals of any species, and hatching eggs. Horsie does not permit the sale of live animals; any such listing is removed.
- Custom and made-to-order items — bespoke saddles, engraved tack, tailored rugs, saddlery fitted to a template, and any product made to your measurements.
- Perishables and chilled goods, live plants, and hay or straw bales once the wrapping is broken.
- Items that have been used on an animal, washed with a non-approved detergent, altered, repaired by a third party, or returned without the original packaging.
- Personal care and hygiene items once opened: clippers blades, sheath cleaners, wound dressings and any product applied directly to an animal.
Exclusions do not apply where an item is faulty or was misdescribed. A defective product is always returnable, whatever its category.
4. How to make a return
- Open the order from your account page and select the items you want to return.
- Choose a reason and add a note. Photographs are required for damage, wrong-item and quality claims.
- Submit. You will receive a return reference in the form HRS-RET-XXXXXX and a confirmation email.
- Our team contacts you within 2 business days with either a collection slot or a drop-off label.
- Repack the item in its original packaging with all accessories, seal it, and attach the label.
5. Refund timeline
| Stage | Timing | What you see |
|---|---|---|
| Return submitted | Immediately | Reference HRS-RET-XXXXXX and email confirmation |
| Collection arranged | Within 2 business days | Collection slot or drop-off label |
| Item inspected | 1–2 business days after receipt | Approved or rejected with a reason |
| Refund issued | Same day as approval | Refund to the original payment method |
| Funds visible | 3–7 business days | Depends on your bank or wallet provider |
BenefitPay and wallet refunds typically clear within 24 hours. Card refunds take 3–7 business days. Tabby and Tamara instalment plans are cancelled and any instalments already paid are refunded by the provider.
6. Cross-border returns
Returns from Saudi Arabia and the UAE are sent back through the same customs route. We provide a pre-paid return label for damaged, faulty or wrong items — you pay nothing. For a change-of-mind return from outside Bahrain, the outbound and return delivery charges are deducted from your refund.
Customs duty paid on a cross-border order is refunded only where the item was faulty, damaged or misdescribed, and only once the destination customs authority releases the reclaimed duty. That process can take up to 30 days and is outside our control. Import VAT is generally not recoverable on a change-of-mind return.
Allow up to 21 days in total for a cross-border refund to reach your account, from the day the carrier collects the parcel.
7. Damaged, faulty or wrong items
Inspect your consignment when it arrives. If the outer packaging is crushed, wet or open, note it on the driver's handheld device before signing. Photograph the packaging and the contents within 48 hours and raise the claim from your order page.
For damage, faults and wrong items we refund the item in full, refund the delivery charge for that consignment, and cover the cost of collection. Where the item is hazardous — a leaking supplement, a broken glass bottle, or feed contaminated by water — do not return it. Photograph it, dispose of it safely, and we will refund it on the photographs alone.
A replacement is offered where the vendor still holds stock. Where they do not, you receive a refund and can reorder at the current price.
8. Cancelling before dispatch
An order can be cancelled free of charge at any point before the vendor marks it as dispatched. Once the consignment is with the carrier it becomes a return and this policy applies instead. Cancel from the order page or by contacting support.
Returns desk: support@horsie.bh or +973 3000 0000, Sunday to Thursday, 9:00–18:00. Quote your order reference and, where relevant, your HRS-RET return reference.
Questions about this policy?
support@horsie.bh