Returns and Warranty
30-Day Return Policy
• If the purchased product does not suit you for any reason, you have the right to return it within 30 days, and the purchase amount will be refunded according to section 7 of the General Terms and Conditions of the online store.
• To return a product, please send a withdrawal statement in free form to info@horseandyou.com
• If the returned product has deteriorated, the buyer is responsible for the reduction in value if the product has been used in a way beyond what is necessary to determine its nature, characteristics, and functionality. To inspect a product, the buyer may handle and use it only as permitted in a physical store.
• The refund will be transferred to the buyer’s bank account without delay, but no later than 14 days from the date of receiving the withdrawal statement. Horse and You reserves the right to withhold the refund until the returned product has been received or until proof of its return has been provided.
• Products that are not suitable for return due to health or hygiene reasons and have been opened after delivery cannot be returned.
Warranty Conditions
1. GENERAL
1.1. Horse and You mediates or provides manufacturer warranties and warranty procedures for sold products.
1.2. Warranty service requires a valid invoice issued by Horse and You and a product with an intact serial number. If the serial number is damaged or unreadable, Horse and You reserves the right to refuse free warranty service.
2. WARRANTY PERIOD
2.1. The warranty period starts from the moment the product is handed over to the customer. The manufacturer’s warranty duration is specified in the product description in the online store.
2.2. Products sold by Horse and You are subject to a 2-year claim period according to Estonian Law of Obligations Act § 218 (2).
2.3. For business customers, the warranty period is determined by the manufacturer or wholesaler (importer).
2.4. Extended warranties must be registered by the customer within 30 days following the provided instructions. If not registered, the extended warranty does not apply.
2.5. If the product includes a warranty certificate, it must be retained, as the warranty will not be valid without it.
3. WARRANTY REPAIR PROCEDURE
3.1. Warranty repairs are carried out either at the manufacturer’s service center or at Horse and You’s service center.
3.2. The customer must deliver the product for repair to the Horse and You office. For details, please contact by email info@horseandyou.com.
3.3. If a product cannot be repaired under warranty and is no longer manufactured, the manufacturer or importer will replace it with an equivalent or better product.
4. EXCLUSIONS FROM WARRANTY
4.1. Consumable parts, packaging, and documentation.
4.2. User data lost due to device malfunction or warranty repair (data backup is the customer’s responsibility).
4.3. Software, including pre-installed software, and software-related operational failures.
4.4. Failures or physical damage caused by accidental or intentional actions, foreign objects inside the device, liquids, insects, excessive dust, etc.
4.5. Failures or damage caused by faulty electrical systems (e.g., missing grounding), power outages, or voltage fluctuations.
4.6. Failures caused by the use of non-original parts or incompatible accessories.
4.7. Issues resulting from improper use or failure to follow the user manual (e.g., using the product in unsuitable conditions).
Product Complaint Submission Conditions
1. Private consumers have 24 months to submit a complaint from the date of receiving the product. For business customers, the warranty period depends on the manufacturer.
2. During this period, consumers have the right to free repair if the defect is due to the manufacturer. All material and manufacturing defects, including parts and labor, are covered.
3. A proof of purchase is required for complaint submission.
4. The warranty does not cover: product usage instructions, adjustments, maintenance, cleaning, cosmetic repairs, or defects caused by improper use.
5. Complaints do not cover damages that occurred during transportation after the product was handed over to the buyer.
6. Horse and You will not cover defects free of charge if they result from:
• Software issues, including installed software errors.
• Normal wear and tear.
• Improper use or maintenance (e.g., unauthorized repairs).
• Tampered serial numbers, control stickers, or markings.
• Pre-existing defects that were disclosed before purchase.
• External factors such as lightning, power surges, moisture, liquid damage, mechanical damage, etc.
• User-caused damage, including incorrect operation or failure to follow instructions.
7. Horse and You relies on an authorized service expert assessment to determine responsibility. If the defect is due to the above-listed reasons but the device can be repaired, the consumer may opt for a paid repair.
8. If the assessment finds no defects or the product meets manufacturer specifications, the consumer must pay for the diagnostic fee unless covered by warranty.
9. Private consumers do not have to pay a diagnostic fee within the first 6 months after purchase.
10. If the consumer disagrees with Horse and You's position, they must provide proof that:
• The defect exists (via an expert evaluation).
• The defect was present at the time of delivery.
• Horse and You is responsible for the defect.
11. If Horse and You has provided an additional sales warranty, the defects will be remedied according to those warranty terms.
12. To submit a complaint, contact Horse and You customer service at info@horseandyou.com for further instructions.
13. In addition to warranty rights, the buyer retains all legal rights under Estonian law.