HorseDrawn • Policy Statements
Return & Exchange Policy
We are passionate about our artwork and hope that you will love it too. If for any reason you are not happy with your purchase please contact us using the contact form as soon as possible and within 3 days of receipt of your order to arrange a return.
We will notify you when your order is sent. It is then your responsibility to notify us of any goods delayed or lost in transit.
You have the right to cancel an order before it is dispatched. Please contact us as soon as possible and if the order is still being processed we will issue a full refund. If the order has been dispatched then it becomes a return.
Returns must be made to arrive with us within 14 days from receipt of order for a refund to
be authorised (we recommend posting at most 10 days from receipt of order). Goods must be returned undamaged, in a 'saleable' condition and including the original packaging unless subject to a damaged in transit claim.
We cannot refund on goods that we do not receive as returns, so please ensure that you
use a reliable, preferrably a recorded, postal service. We cannot refund for products lost or damaged in return transit.
We will contact you by email with a notification of refund. While we aim to process exchanges and refunds as quickly as possible, this can take up to five days after we
receive the return.
We will refund in full for the price of products if all above conditions are met.
Refunds will usually be made by the original method of payment.
Unfortunately, while we will refund the original shipping charge,
we cannot cover or refund the return postage costs.
Faulty Goods or Goods Damaged in Transit Procedure
All our prints and cards are checked before they are sent out. In the unlikely instance of faulty goods please contact us as soon as possible.
Please read and follow all unpacking instructions for goods if included.
If goods arrive damaged in transit, we will require photographs of
1) the unopened damaged packaging and
2) the damaged goods.
If your package arrives damaged and there is a possibility that the goods inside
may also be affected, then please photograph the package before opening.
Then photograph the damaged goods, and contact us by using the form
on the contact page.
You can not send photos via the form, but we will reply with an email address where you
can send us evidence of the damage. Please do not contact the delivery firm as their
contract is with us. Your contract is with HorseDrawn.co.uk and we will refund or replace
goods for any genuine damage in transit claim. Returns procedure then follows as above.
For an accepted damaged/ faulty goods claim we will send a replacement at our cost
and refund any reasonable costs incurred by you in returning the goods to us.
OR refund the purchase amount, plus postage costs, plus reasonable costs incurred by you
in returning the goods to us.
Your statutory rights as a consumer are not afffected by these provisions.