Return Policy

At HOPHORSE, we want you to feel confident when shopping with us. If something isn’t quite right, we’ll do our best to help.

This policy applies to purchases made directly through our official website. If you purchased a HOPHORSE product from another retailer or marketplace, please follow that seller’s return and refund policy.

1. Return Window & Eligibility

We accept return requests within 30 days from the date you receive your order.

To be eligible for a return, the item must be in good condition and free from excessive wear, misuse, or damage.

Whenever possible, the item should be returned in its original packaging with all accessories, manuals, components, and any free gifts included.

We do not charge restocking fees or handling fees.

However, we may refuse a return if the product is returned incomplete, excessively used, seriously damaged, or missing essential accessories or components.

We may also refuse a return if the product shows signs of improper installation, unauthorized modification, misuse, exposure to water, impact damage, or other abnormal conditions.

2. Order Changes & Cancellations

You may request to change or cancel your order before it is shipped by contacting our customer support team as soon as possible.

If the order has not yet shipped, we will cancel it and issue a full refund to your original payment method.

If the order has already shipped, it can no longer be canceled. In this case, please wait until you receive the package and then follow the standard return process described below.

3. Non-Returnable Items

Unless otherwise required by applicable law, we generally cannot accept returns for:

  • Items clearly marked as final sale or non-refundable at the time of purchase.
  • Gift cards, downloadable content, or other digital products.
  • Products that have been severely damaged due to improper use, unauthorized repair or modification, accidents, fire, flooding, or other external causes.

If you are unsure whether your item is eligible for return, please contact us before sending it back.

4. Return Shipping & Fees

If the return is requested for a buyer-related reason, such as a change of mind, ordering the wrong item, or no longer needing the product, you are responsible for arranging and paying for the return shipment.

The exact return shipping cost will depend on the carrier and shipping service you select.

HOPHORSE does not provide prepaid return labels.

We recommend using a trackable shipping service and keeping your shipping receipt and tracking information until your return has been completed.

If the return is caused by an error on our part, please contact us before sending the item back so our support team can review the situation and confirm how reasonable return shipping costs will be handled.

Examples of issues caused by us may include:

  • Receiving the wrong item.
  • Receiving an item that arrived damaged or defective.
  • Receiving a duplicate shipment.
  • A shipping address error caused by HOPHORSE.

For products that arrive damaged, defective, or incorrect, please contact us as soon as possible and provide clear photos and/or videos so we can assess and resolve the issue.

HOPHORSE does not charge restocking fees or handling fees for approved returns.

5. How to Start a Return

To request a return, refund, or exchange:

  1. Contact us at support@hophorsefit.com and include:

    • Your order number.
    • Your name and contact information.
    • A clear description of the reason for the return.
    • Photos or videos if the item is damaged, defective, or incorrect.

  2. Our support team will review your request. If the return is approved, we will provide the correct return address and return instructions.

  3. HOPHORSE does not provide prepaid return labels. Please arrange the return shipment according to the instructions provided by our support team.

  4. Carefully pack the item, preferably in its original packaging, with all accessories, manuals, components, and free gifts included.

  5. Ship the package to the return address provided by our support team. We recommend using a trackable shipping method.

  6. Once the returned item is received, our team will inspect it and confirm whether the refund or exchange is approved.

Please do not send an item back without contacting us first. Returns sent to an incorrect address or sent without prior authorization may be delayed or refused.

6. Refunds

Approved refunds will be issued to the original payment method used for the purchase.

Once your return has been reviewed and your refund has been approved, HOPHORSE will issue the refund within 2–3 business days.

After we issue the refund, your bank, credit card company, or payment provider may require additional time to post the funds to your account. This additional processing time is controlled by the payment provider and is outside HOPHORSE’s control.

HOPHORSE does not deduct restocking fees or handling fees from approved refunds.

For buyer-related returns, any return shipping costs paid directly to the carrier are the customer’s responsibility and are not included in the refund.

Original shipping charges, if any, are generally non-refundable unless the return is caused by an error on our part or otherwise required by applicable law.

If you have not received your refund after it has been approved and issued, please:

  1. Check your bank account or payment account again.
  2. Contact your credit card company, bank, or payment provider, as there may be an additional processing delay.
  3. If you still cannot locate the refund, contact us at support@hophorsefit.com with your order details.

7. Exchanges

If you would like to exchange an item, such as exchanging it for another model or color, please contact us first and provide your order number and exchange request.

Depending on the situation and product availability, we may ask you to return the original item by following the return process above and place a new order for the replacement item.

This process allows us to handle the return and replacement more accurately and efficiently.

Customers are responsible for arranging return shipping for exchanges requested for buyer-related reasons. HOPHORSE does not provide prepaid return labels.

8. Third-Party Purchases

This Return and Refund Policy applies only to orders placed directly through the official HOPHORSE website.

If you purchased a HOPHORSE product from another platform, marketplace, retailer, or local store, please follow that seller’s return and refund policy and contact the seller directly.

9. Your Legal Rights

Nothing in this policy is intended to limit any statutory rights available to you under applicable consumer protection laws.

If applicable local law provides stronger consumer protections than the terms stated in this policy, those legal protections will apply.

10. Contact Us

If you have questions about a return, refund, cancellation, or exchange, please contact us:

  • Email: support@hophorsefit.com
  • Service hours: Customer support is available every day.
  • Response time: We aim to respond within 24 hours.

We’re here to help.