Return policy

RETURN, CANCELLATION AND REFUND POLICY – HAZEL EQUESTRIAN

1. Scope

The customer has 30 business days from the date of receipt of their order to return, at their own expense, one or more items that do not suit them. This right of return applies only to orders placed on the website www.hazelequestrian.com and concerns non-professional buyers.

Upon receipt of the order, the customer must verify the conformity, condition, and accuracy of the items received. Any discrepancies must be reported as soon as possible. Hazel Equestrian reserves the right to refuse any return that does not comply with the conditions stated below.

2. Return Procedure

Before any return, the customer must contact Hazel Equestrian by email at info@hazelequestrian.com to announce their intention to make a return and to indicate their order number as well as the items concerned.

The customer must then return their package accompanied by a free document indicating: name, surname, full address, email address, order number and, in the case of reimbursement by bank transfer, the complete bank details (IBAN and account holder).

Return address:
Hazel Equestrian Sàrl, Rue Centrale 7, 3966 Chalais, Switzerland

The customer is required to retain proof of postage including a tracking number until written confirmation of receipt by Hazel Equestrian.

3. Conditions for accepting returns

To be accepted, returned items must meet all of the following conditions:

to be in absolutely new condition;
not to have been worn, soiled, washed or damaged;
have no odor (perfume, perspiration, tobacco, animal, laundry detergent, etc.);
must be returned in their complete original packaging;
include all original labels intact and not detached;
not to have been modified or repaired.

Certain categories of items that may come into direct and prolonged contact with the skin (such as socks or items without tags) cannot be returned for hygiene reasons, except in the case of a proven manufacturing defect.

Any item not meeting these requirements will be considered non-compliant and will not be refunded. Hazel Equestrian may refuse a return in cases of clear abuse or misuse of the right of withdrawal.

4. Return costs

Return shipping costs are entirely the responsibility of the customer. Hazel Equestrian does not provide prepaid return labels. Packages sent with postage due or cash on delivery will be refused.

In the event of an error in the address provided by the customer or refusal of the package by the customer, all additional costs (postal return, reshipment, any applicable taxes) remain the responsibility of the customer.

5. Timeframes and terms of reimbursement

Once the package has been received and verified, Hazel Equestrian will process the refund within 5 to 10 business days .

The refund only covers the price of the returned items. The initial shipping costs are not refunded, except in the case of an error attributable to Hazel Equestrian.

The refund will be issued via the original payment method, where possible. For payments made by bank transfer, the customer must provide full bank details.

If the return is refused, the non-conforming items may be collected by the customer at their own expense within 30 days . Beyond this period, Hazel Equestrian assumes no obligation to store the items.

6. Defective or non-conforming items

If a defect is found on an item upon receipt, the customer must immediately contact Hazel Equestrian at info@hazelequestrian.com , providing the following information:

the order number;
photos of the defect;
a precise description of the problem.

If the defect is confirmed, Hazel Equestrian may, depending on the situation:

replace the item free of charge;
cover return shipping costs if necessary;
issue a credit note;
or proceed with the refund.

Only manufacturing defects are covered. Normal wear and tear, damage caused by improper maintenance, or misuse are not considered defects. The 365-day commercial warranty applicable to manufacturing defects is described in the General Terms and Conditions of Sale.