TERMS AND CONDITIONS
COMMON ISSUES
The following terms and conditions apply to all orders placed by the customer at the Horze website.
By using the Horze website or by placing an order in the Horze website (), the customer accepts the terms and conditions mentioned below. Before placing an order, the customer must assure of having read and understood the terms and conditions.
When placing an order on the Horze website, the customer assures of being over 18 years of age. Customers under the age of 18 years need to, if requested by the seller, show a written letter of permission to make an online purchase. The customer commits to informing all payment-, contact- and personal information truthfully and is responsible for giving current and accurate information to the seller.
The customer is responsible for the means of payment (credit card, PayPal account etc) being his/her own possession and that the person placing the order has rights to use that specific payment method. A debit/credit card or bank account needs to have sufficient funds to cover the total amount of the order. The seller reserves the right to check the creditability and the given payment information before delivering the order. Horze is not obliged to offer the whole range of different payment methods to the customer.
Horze is not responsible or liable for any of such orders made with false identification, by using another customer’s account or when using any other dishonest means.
The appearance of items and services on the Horze website during a specific time does not guarantee that the item or service is always available. We reserve the right to discontinue a product at any time.
We reserve the right to changing these terms and conditions without any prior notification. The conditions visible at the time of purchase apply to the order when placing it.
The customer will receive an order confirmation when placing an order online. If an item with embroidery is ordered, the customer is responsible for checking that the data is correct. The order confirmation should be checked properly after placing the order and the customer should ask for immediate correction if needed. The changes can be done as long as the order has not yet been picked or sent. Horze is not responsible for changes that have come too late after an order has been approved.
A minimum order value of £15 (incl. VAT, excl. shipping costs) applies to orders in our online store. Unfortunately, orders below this amount cannot be processed.
BRAND, TRADEMARKS, COPYRIGHT
Copyrights and immaterial rights concerning all services including (without limitations) all programs, graphical content and written information belong to Horze who reserves all the rights to itself.
Horze, Horze logo and all other trademarks used in the online store belong to either Horze or other brand owners. These trademarks cannot be copied and used without permission from Horze. Any trademarks or other marks used on the web site should be to the owner’s benefit only.
Copyright © 2019 Horze International GmbH. All rights reserved.
PRICES AND SHIPPING CHARGES
The prices shown in our online store include the VAT but do not include the shipping charges. Our current shipping charges are:
Shipping costs in united kingdom from an order value of 99 £ – 0,00 £ – free delivery
Shipping costs in united kingdom for an order value of 99 £ – 5,99 £
* All orders placed with the Horze web-shop are packed and sent out from our central warehouse in Netherlands within 2 business days after the order is made. Horze holds the right for delays during high season and campaign periods. For orders that include embroidery service, processing the order will take 1 – 3 extra days. Please note that shipments cannot be delivered to post box addresses. Several of the products are ordered from a partner, thus adding to the delivery time. Please refer to the shipping time mentioned on each product page and in the checkout to know your final expected delivery date.
Free shipping only applies to standard delivery. The customer should be prepared to pay an extra fee, defined in the shopping cart, if the customer wishes to have home delivery or chooses to pay cash on delivery. Free shipping does not apply to products that have been allotted an extra shipping charge, like carts and larger products like transportation items for pets. If a product has special shipping charges, this will be mentioned on the product page.
If a clear pricing error takes place (meaning the consumer should within the limits of consumer rights understand the error), the seller reserves the right to cancel an order and not sell items with faulty prices.
Please note that we currently do not deliver to Channel Islands (Guernsey, Jersey, Isle of Man).
DELIVERY
The expected delivery time and the delivery method for the order are presented in the checkout process. Customers must be aware that on the Horze website there are items that have an extended delivery time. Ordering one or more of such items will extend the delivery time for the whole order. The delivery time is clearly presented on each product page, and also in the checkout. The average delivery time is 2-4 working days.
Orders with embroidery have 1-3 days longer delivery time.
PAYMENT METHODS
The payment methods available in our online store are:
- PAYPAL
- VISA
- MASTERCARD
CANCELLING THE ORDER
The customer has a legal right to cancel the order within 14 days without giving any reason. The right to cancel the order ends 14 days after the customer has received the goods. The right to cancel does not apply to goods which are personalized or manufactured specifically for an individual customer (for example embroidered products).
If the customer wishes to cancel the order, they have to inform customer service immediately, but not later than 14 days after receiving the goods.
Refund for the products will be paid to the customer when the returned order has been physically received to our warehouse. We will provide a refund attempting to use the same method used to make the payment. In some cases, the customer must inform Horze of their bank account details (IBAN / SWIFT) in order to get the refund. Possible shipping fees will be refunded to the customer only if the customer cancelled the order in full.
If the order is financed by a third party invoice, Horze is not responsible for any remainder fees or costs that may occur during the processing of the cancellation of the order.
If the customer does not pick up two or more orders, Horze will close the customer account. In such cases Horze reserves the right to keep the customer account closed until a re-opening fee (£20) has been paid.
RETURNING THE ORDER
Registration of return
To send your order back to Horze, you need to register your return online.
- Log in to your customer account .
- If you have ordered without a customer account, you can register a return .
- After you have registered your return, you will be able to print a return label for your parcel.
- Pack the items to be returned.
- Attach the label and take the parcel to the nearest service point.
- Remember to ask for a receipt for your return and keep it until your refund has been processed.
Your return will be delivered to the Horze return station in UK within some days and processed quickly. You will receive an email from Horze when the return has been processed.
Horze reserves the right to charge a return fee of 1.70 GBP per order. The return fee will be automatically deducted from the refund amount of the returned products.
>>If you choose to return the parcel with another delivery method, it is at your own risk, and you must pay for the return freight yourself.<<
Further instructions and guidelines for return orders
For orders placed between November 25, 2024 and December 16, 2024, we are voluntarily extending our return period to 60 days.
The customer may return an order from the date you place the order until 30 days after receipt of the ordered items. If 30 days have gone by since the delivery of your purchase, we unfortunately cannot offer you a refund.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Products ordered with embroidery do not have the right for returns or exchanges. Changing of free items and bonus products is not allowed. If you however wish to return such a product, you do not receive financial or material compensation for it.
Please note that some products cannot be refunded due to hygiene and safety regulations. Returned underwear will not be accepted unless the products are unopened in original packaging.
Trotting carts and sulkies have no return or exchange right due to being a personalised product.
Horze reserves the right to accept or reject refunds where the product is not in a selling condition. Horze reserves the right to deduct a fee of 5 euros for broken or dirty product packaging.
Refund for the products will be paid to the customer when the returned order has been physically received to our warehouse. We will provide a refund attempting to use the same method used to make the payment. In some cases, the customer must inform Horze of their bank account details (IBAN / SWIFT) in order to get the refund.
If the returned parcel disappears or gets lost on the way to the Horze warehouse, Horze will only refund the value of the products, if the customer has a tracking code for the refund parcel. Horze reserves the right to initiate a search with the postal office in order to find out where the parcel is. In some cases this may take up to 1 month.
If an embroidered product is returned to our warehouse due to not being picked up by the customer, Horze will try to contact the customer via email, telephone and post to initiate a second delivery attempt. The customer has the right to have the order delivered once more without any additional costs. If Horze can not reach the customer within 14 days, Horze will charge the customer the cost of the products and an additional handling fee, and cancel the order. If a reshipped embroidered product is returned to our warehouse a second time, we will charge the customer the cost of the product, as well as the return processing costs for both shipments and destroy the product.
3 for 2
If a product that is part of the 3 for 2 promotion gets returned, the promotion discount will not apply anymore. The price of the free product will be deducted from the refunded amount.
INCORRECT OR FAULTY ITEMS
If the product is delivered damaged, defective or incomplete, the customer has a 2 year right to make a claim. Horze reserves the right to not approve claims that are caused by improper handling of the product by the customer or failure by the customer to follow normal usage guidelines. We make all reasonable efforts to accurately display the attributes of our products, including composition and colours. The colour you see will depend on your computer system, and we cannot guarantee that your computer will accurately display such colours. Small variations of color or detail, as well as minor issues such as scratches on the product may not be enough to get a claim approved and are therefore usually not entitled for a refund.
If claim is approved, Horze will repair or replace the item free of charge or give you a price reduction or a full refund.
The customer must contact Horze customer service to process the claim. The processing time is typically up to 14 days.
Horze always tries first to resolve complaints and possible disputes with customers. If the disagreement can not be resolved between the parties (seller-customer), the customer may refer the matter to the Consumer Advocacy organization.
The consumer can also raise the dispute through the ODR platform (). The ODR platform provides both consumers and traders with a platform to settle their online disputes, both domestic and cross-border transactions. The platform is directly linked to national alternative dispute resolution (ADR) bodies, therefore providing consumers and traders with an established and proven method of dispute settlement.
COUPONS AND GIFT CARDS
Coupons (that are distributed in a particular promotional period and which can not be bought) are valid for a limited and pre-specified period. A one-time coupon may only be used once. It will no longer be valid for a new order, even if the original order was returned or cancelled. Coupons must be redeemed by entering the coupon code in the appropriate field in the checkout before sending the order. Coupons may not apply to all products or brands. Coupons are usually not able to be combined with other coupons. Some coupons have a minimum order limit.
Coupons cannot be exchanged for money. Coupons can not be applied after an order has been placed.
If a coupon is used for an order discount (f. ex. £10 discount coupon), the discount amount will be divided to each product in the order. If customer returns one or several of the items, we will refund the discounted price of the returned item.
Privacy Notice Introduction
Horze (later “we”) respects your privacy and is dedicated to protecting the privacy of persons using our products and services. The helps you to understand what personal information (“Personal Data”) we collect, and how we use it. “Personal Data” refers to information, which allows a person to be directly or indirectly identified as an individual person.
The Privacy Notice applies to your use of our products and services and you should read it before using the products and services. If you do not agree to the terms of the Privacy Notice, you should not use the products and services.
If you are under 16, we will need to receive a parental consent for you to use our products and services.
Data Protection Officer:
Summary
The will give you more detailed information on the following subjects:
Contact information
Who we are and how you can contact us upon any concerns regarding your Personal Data.
Personal Data we collect and sources of information
We collect different types of Personal Data such as name, email-address and IP-address.
We collect information from various sources such as Check-out page, Newsletter signup, etc.
Purpose and legal basis for processing Personal Data
We use your Personal Data for Email marketing, Customer Service, Order processing, etc.
The legal basis for collecting Personal Data is first of all to enable us to process your order. Furthermore, we collect your Peronal Data in order to send you relevant information of our products and services.
Consent
We need your consent before we process your Personal Data.
You have the right to withdraw your consent regarding further processing of your Personal Data.
If you are under 16, we need to receive a parental consent.
Retention of Personal Data
The Personal Data is only stored for the time necessary to fulfill the purposes it has been collected for unless a longer retention period is required by law.
The retention periods depend on the purpose of the processing and type of the information.
Transfer of Personal Data
Horze only uses top professional third-party partners and systems that comply to the EU data protection regulations. Furthermore, Horze has signed a data protection agreement with each of them to ensure they do not misuse any of our customers Personal Data.
Protection of Personal Data
We commit to follow the security provisions of applicable data protection regulation(s), as well as to process Personal Data in compliance with good processing practices. Our personnel and processors that process Personal Data are obliged to keep Personal Data strictly confidential. Access to Personal Data is only granted to those employees that need the information to perform their work tasks.
Rights of the Data Subjects and Supervisory Authority
For any questions or complains regarding processing your Personal Data, you can contact Horze Data Privacy Officer by email at email. You also have a right to contact the data protection supervisory authorities directly. Contact information of the applicable supervisory authority can be found here: .
Privacy Notice
1. Controller and contact information
2. Scope
All persons (data subjects) whose Personal Data is collected in connection to the Products and Services delivered via Horze web-sites and Horze Shops.
3. Personal Data processed and sources of information
The information we collect include the following categories of Personal Data:Read more
4. Purpose and legal basis for processing Personal Data
We use the Personal Data we collect from you in the following ways:Read more
5. Consent
At Horze we take privacy very seriously. It is important for us to be transparent and ask for your consent when required for processing your Personal Data.Read more
6. Retention of Personal Data
The Personal Data we collect is retained for the period necessary to fulfil the purposes outlined in this Privacy Notice unless a longer retention period is required by law. Thereafter, the Personal Data will be deleted within a reasonable timeframe or rendered anonymous.Read more
7. Transfer of Personal Data
Horze is using various systems to provide a good and personalized service and keep our web-sites operational. Such third-party systems will only store and use Personal Data that is needed for them to complete the service they provide to Horze.Read more
8. Protection of Personal Data
We commit to follow to the security provisions of applicable data protection regulation(s), as well as to process Personal Data in compliance with good processing practices. Our personnel and processors that process Personal Data are obliged to keep Personal Data strictly confidential. Access to Personal Data is only granted to those employees that need the information to perform their work tasks.
All Personal Data is protected by appropriate industry standards and technical and organizational safety measures.
We inform the authorities and users/data subjects of data breaches according to applicable information security and data protection regulation(s).
9. Rights of the Data Subjects and Supervisory Authority
Right to access and correct
Read more
10. Changes to this Privacy Notice
We may change this Privacy Notice from time to time, whenever necessary. All changes hereto will be made available on . We will inform of the changes in the products and services by email, if available, in case of any significant changes affecting your rights.
This Privacy Notice has been published on 01.05.2018.
Privacy Notice Change History:
| Date | Version number | Change description |
|---|---|---|
| 01.05.2018 | 2.0 | First version of the new policy based on the General Data Protection Regulation (GDPR) (EU) 2016/679 |
SECURITY
To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.
If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.
COOKIES
We use so called cookies on the Horze Website. Cookies are small text files that are saved on your computer which our web server uses to provide you with access to some of the functions available on the Website.
Horze uses cookies to improve the Website for customers e.g. by adapting the Website with regards to the customers’ wishes, choices and interests, to help you to keep track of which products have been put into your shopping cart and handle your purchases, to make sure you have logged into the Website so you do not have to log in every time you browse a different page, to adjust our services to make sure you receive advertising which is relevant to you, and in order for us to fulfill our obligations in relation to a purchase.
Permanent cookies are being used, among other things, to store any personal settings at Horze e.g. to make sure you do not need to redo certain choices every time you visit the Website and to adapt and make information and marketing as relevant to you as possible. Temporary cookies are being used, among other things, for the purpose of registering statistics for the use of the Website.
By accepting Horze´s Terms & conditions and/or this privacy policy and by using Horze Website, you agree to the processing of cookies as described above. If you do not accept cookies being used, you can turn off cookies in the security settings of your web browser.
CHANGES TO THIS PRIVACY AND SECURITY POLICY
We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.
If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.
Horze International GmbH
Mail: email