Refund policy

Returns & Refunds Policy — Version 2

HaythereHorseArt.com Last updated: March 2026

Overview

We want you to love your purchase. If you're not completely satisfied, we're here to help. Please read this policy carefully before placing your order. Our store is based in the United Kingdom and sells to customers in the United States, which affects how returns, refunds, and shipping costs are handled.

This policy is displayed prior to purchase in accordance with US consumer protection law, including applicable FTC regulations and state-level requirements.

Eligibility for Returns

To be eligible for a return, items must meet all of the following conditions:

  • The return request is made within 30 days of the delivery date

  • The item is unused, unworn, and in its original condition

  • The item is in its original packaging

  • The item is not a customised or personalised product (see below)

Non-Returnable Items

The following items cannot be returned or refunded, except where they arrive damaged, defective, or materially different from what was ordered:

  • Personalised or custom-made products — as these are produced specifically for you, we are unable to accept returns for change of mind or ordering errors

  • Items that have been used, washed, or altered

  • Items where a return request is made after the 30-day window 

Important: Even for personalised or custom products, if your item arrives damaged, defective, or significantly different from what was described or shown, you are entitled to a replacement or full refund. Please see the Damaged or Defective Items section below.

How to Request a Return

  1. Email us at info@HaythereHorseArt.com within 30 days of receiving your order

  2. Include your order number, a description of the issue, and clear photographs if the item is damaged or defective

  3. Wait for our written approval before sending anything back — we do not accept unrequested returns

  4. Once approved, you will receive your return instructions and our return address 

Return Shipping Costs

As our store is based in the UK, please be aware:

  • Customers are responsible for all return shipping costs from the USA to our UK address

  • International return shipping can be costly — we strongly recommend using a tracked and insured service, as we cannot be held responsible for items lost or damaged in transit

  • We advise obtaining a shipping quote before proceeding, particularly for lower-value items.

Duties, Taxes & Customs Fees

  • Any import duties, customs fees, or taxes paid at the time of original delivery are non-refundable

  • We are not responsible for any customs charges incurred during a return shipment to us in the UK

  • Original shipping costs are non-refundable unless the item was defective or we made an error with your order.

Low-Value Items (Under $50 USD)

Given the high cost of international return shipping, for items valued at under $50 USD we may offer one of the following alternatives at our discretion:

  • A partial refund without requiring the physical return of the item

  • A store credit of equivalent value for use on a future order

These alternatives are offered as options for your convenience — you retain the right to request a full refund in accordance with this policy. We will assess requests on a case-by-case basis; please contact us to discuss.

High-Value Items (Over $100 USD)

For items valued at $100 USD or more, a physical return to our UK address is required before a refund can be processed. We reserve the right to inspect returned items prior to issuing a refund.

Damaged or Defective Items

If your item arrives damaged, defective, or materially different from what was ordered:

  • Contact us within 7 days of delivery with your order number and photographs clearly showing the issue

  • We will offer a replacement, store credit, or full refund — whichever you prefer — at no additional cost to you

  • Return shipping costs will be covered by us in these circumstances

  • This applies to all items including personalised and custom products

This does not affect your statutory rights as a consumer.

Order Delays & Your Right to Cancel

As we sell print-on-demand products, fulfilment times can occasionally be affected by production or shipping delays. In the event that your order cannot be shipped within the time frame stated at the time of purchase (or within 30 days if no time frame was specified):

  • We will notify you by email as soon as possible with a revised estimated shipping date

  • You will be given the option to consent to the delay or to cancel your order for a full refund

  • If we do not receive your consent to a delay, your order will be automatically cancelled and a full refund issued

Refunds in these circumstances will be processed within 7 working days.

Refund Processing

Once your return is received and inspected, or once a refund is approved:

  • We will notify you by email of the outcome

  • Approved refunds will be processed within 7 working days of the date your right to a refund is confirmed, in accordance with FTC regulations

  • Refunds will be issued to your original payment method (e.g. the credit card, debit card, or payment service such as PayPal used at checkout) — we do not substitute refunds with store credit unless you choose this option

  • Please allow an additional 3–7 business days for your bank or payment provider to reflect the refund in your account

Store Policy Visibility

In accordance with New York, California, and other applicable US state consumer protection laws, this returns policy is displayed clearly and accessibly before the point of purchase. By completing a purchase, you confirm that you have had the opportunity to read and understand this policy.

If you have any difficulty accessing this policy or have questions before placing an order, please contact us at info@HaythereHorseArt.com.

Contact Us

For all returns, refund requests, or questions about this policy, please get in touch:

info@HaythereHorseArt.com  

We aim to respond to all enquiries within 2 business days.

Legal Notice

This policy has been prepared to comply with applicable US federal regulations including the FTC Mail, Internet, or Telephone Order Merchandise Rule, and with state-level consumer protection requirements including those of New York and California. This policy does not limit or exclude any rights you may have under applicable law. For UK customers, the Consumer Contracts Regulations 2013 may apply separately.

We recommend seeking independent legal advice if you are unsure of your rights.