Cool Fresh Shampoo

Shipping, Delivery, and Returns

At Horse & Balance, we aim to ship in-stock items within 2-5 business days after order confirmation. We are not responsible for delays caused by third-party carriers.

For custom-made or pre-order items, the delivery times will be communicated to you. If the delivery time is longer than expected, we will inform you.

Returns and Exchanges

In accordance with Dutch law, you have the right to cancel your purchase within 14 days of the delivery date and return a product (except for custom-made or pre-order items) without giving a reason. The product must be unused, in its original packaging, and accompanied by the original proof of purchase.

Custom-made products, such as personalized riding boots and Activo-Med products, cannot be returned unless they are defective or do not conform to the agreement. These products are specifically made to order according to your preferences and therefore cannot be returned or exchanged, except in cases of product defects or deviations from the agreed specifications. In such cases, you are entitled to repair, replacement, or refund under our warranty terms.

Payment for Custom-Made Products

For all custom-made products, including personalized riding boots and Activo-Med products, a deposit of at least 50% of the total price is required. Production of the items will begin once we have received the deposit. The remaining balance must be paid before the product is shipped.

Return Procedure

To exercise your right of withdrawal, contact our customer service at sales@horseandbalance.eu within 14 days of receiving the goods. We will then provide you with instructions for returning the product. Return shipping costs are the responsibility of the customer, unless the product is defective or incorrect.

Please note: we cannot accept returns for custom-made or pre-order items, unless there are product defects or non-compliance with the agreement.

Stock and Shipping

If the item you selected is in stock, we will ship it within 2-5 business days to addresses within the Netherlands. We strive to keep as many products in stock as possible, but due to our wide range of products and size variations, not every item is always available.

If an item is out of stock, you will be informed and given the expected delivery time.

Orders containing both in-stock and out-of-stock items will be shipped once all items are available. If you prefer partial shipment, please contact us after placing your order.

Refunds and Return Timeframe

Returns are processed once the item is received in new condition at our warehouse. Please note that refunds may take up to 10 business days after the item is received, unless otherwise agreed in writing by both parties.

If you have any questions about our shipping or return policy, feel free to contact us. We are happy to assist you.

Need help choosing the right product, size or fit? Our specialists are happy to offer personal advice. Contact us and we’ll help you find the best option for you and your horse.