Refund policy

Returns
We accept returns within 14 days of delivery. To be eligible for a return, the item must be unused, unwashed, and in its original packaging. Custom-made or personalised items cannot be returned unless they arrive damaged or faulty.

Refunds
Once we receive and inspect your returned item, we will notify you about the approval or rejection of your refund. If approved, your refund will be processed to your original payment method within 7–10 working days.

Damaged or Faulty Items
If your item arrives damaged or defective, please contact us within 48 hours of receiving it with photos of the issue. We will arrange a replacement or a full refund.

Exchanges
We currently do not offer direct exchanges. You may return the item for a refund and place a new order.

Items that cannot be returned:

Non-returnable Items

Customised or personalised products

Discounted or clearance items

Used or washed items

Return Shipping
Customers are responsible for return postage unless the item is faulty or wrong.

Contact
For returns or questions, email us at: ivoryhorsesgroup@gmail.com