Last updated: November 8, 2025
At Horse UAE, we are committed to providing you with high-quality products and a satisfying shopping experience. Please review our Return and Refund Policy to understand your rights and how to proceed if you need to return an item.
Customers may request a return within 7 days from the date of delivery. This timeline reflects the consumer rights extended by UAE authorities for online purchases. To qualify for a return, items must be unused, in their original packaging, and in the condition you received them, including original tags, labels, and accessories.
Please note that some products are exempt from return, including but not limited to perishable goods, customized or personalized items, intimate products, and other items where hygiene or safety is a concern. Such non-returnable products will be clearly indicated on the product page or at the time of purchase or on shipping time.
To start a return, contact our customer support via email atinfo@horseuae.comor by phone at 050 395 4796 within the 7-day return window. Provide your order number, details of the product you wish to return, and the reason for the return. Our team will review your request and guide you through the return process, including providing return shipping instructions.
Customers are generally responsible for return shipping costs unless the return is due to a wrong, defective, or damaged product received. In cases of our error, we will provide prepaid shipping labels or reimburse reasonable return shipping fees.
We recommend using a trackable shipping method to ensure the safe return of your item, as we cannot be held responsible for items lost in transit.
After receiving and inspecting the returned item(s), we will notify you about the approval or rejection of your refund request. Approved refunds are processed to your original payment method within 7 to 10 business days. Please allow additional time for your bank or payment provider to reflect the refund.
Exchanges for a different size, color, or product are subject to product availability. Contact us within the 7-day return period to arrange an exchange. If the requested item is unavailable, a refund will be issued according to the terms above.
If you receive a damaged or defective product, please notify us immediately with photographic evidence. We will work to resolve the issue by offering a replacement or refund promptly.
Our Return and Refund Policy may change periodically to comply with applicable laws and improve our service. The latest version will always be posted on this page with an updated date.
If you have any questions or require assistance, please reach out to our customer service team:
Email: info@horseuae.com
Phone: 050 395 4796
Address: TACK AND TRACK LLC، Umm Suqeim Street - Road - Al Barsha - Al Quoz 4 - Dubai
