Refund policy
ORDERS PLACED ON THE WWW.HORSEPILOT.COM WEBSITE CAN BE RETURNED FREE OF CHARGE* WITHIN 14 DAYS FOR AN EXCHANGE OR REFUND FOR B2C CUSTOMERS.
* In mainland France
This service is available to you if you are not satisfied with the product you purchased (size, color, material, etc.). Special conditions apply during sales periods and Black Friday: return shipping costs are the customer’s responsibility for any purchases made during these periods.
If you are not completely satisfied with your Horse Pilot purchase, you may return it to us within 14 days of receipt for an exchange or refund.
Custom-made or made-to-order products cannot be returned or exchanged. Once the order has been confirmed, custom-made or made-to-order products cannot be refunded.
Items must be in perfect condition, unwashed, in their original packaging, and properly labeled.
To return an item for an exchange or refund, please fill out the form below; you will then have 5 days to drop off or ship your package.
* An order can only be returned or exchanged free of charge once. If a return results from an exchange or an exchange of an exchange, the customer will be responsible for the return shipping costs.
Return/Exchange Fees for B2C Customers
These fees are covered by Horse Pilot for mainland France. An order can only be returned or exchanged free of charge once. If a return results from an exchange, the customer is responsible for the return shipping costs. For other areas outside mainland France, the customer is responsible for these fees.
Return/Exchange Address
Return/exchange labels are handled by Horse Pilot. To request one, please fill out the form accessible via the link above. Exchanges are not available for the U.S.; only returns are accepted.
Horse Pilot / Exchanges and Returns
Impasse de la Briqueterie
Innov Park - Lot 9
59830 Cysoing, FRANCE.
If your request concerns a bundle, you may return it to us within 14 days of the purchase date for an exchange or refund. If you decide to request a refund for only one of the items in the bundle, the bundle will be considered void, and any associated discount will be voided as well. Consequently, the products will revert to their original retail price, and the refund will be calculated accordingly.
For Horse Pilot products purchased through a third-party retailer, please contact the retailer directly.
The garment must be clean and folded in its original packaging with the tag attached as received. Any returned product that is stained, dirty, wrinkled, misshapen, or damaged in any way will be returned to you as is, at your expense. Horse Pilot reserves the right to refuse an exchange or refund of the product in the event of a breach of any of the above conditions, in accordance with its general terms and conditions of sale. Terms and conditions are available on our website.
Return Shipping Rates for B2C Customers
- CHRONOPOST: > Free shipping valid once per order (€10 per return)
- CHRONOPOST: BE, DE, LE, NL, ES, IT > 12 euros
- CHRONOPOST: AT, PL, IE, PT, SE, DK, FI, HR, EE, HU, LV, BG, CZ, SK, SI, SE, LT, RO, GR, AD, GG, JE, LI, SM, NO > 18 euros
- DHL: UK, CH > 35 euros
- DHL: CA, MX, KU > 55 euros
- DHL: HK, TW, TH, CN, KR, JP, ID, MO, MY, PH, SG, VN > 45 euros
- DHL: US > 50 euros
