Returns, refunds and right of withdrawal

You can open a return request within 30 days of the order. The order page shows how many days you have left to request a return; after that the request is automatically refused with the message "The return period has expired". Once you receive the link with the label, the parcel must be sent within 10 days.

Log in to your account, open the "My orders" section, select the order, click "Request return", then choose the items you want to send back and the reason. The return label is generated immediately and sent to you by email as a PDF, together with the tracking number.

Open the "Find order" page, enter your order number and the email address you used to buy, then request the return indicating the items and the reason. You will receive an email with a confirmation link: the label is generated when you click that link. The link can be used only once.

Returns are free of charge for you: the collection with the label we send you costs you nothing, and nothing is deducted from your refund. What is not refunded is any shipping cost paid at the time of purchase, and the €3.50 cash on delivery surcharge, which is the cost of that payment service.

It must be intact and fit for transport: undamaged packaging, labels and tags in place, and the product complete with its accessories. If these conditions are not met the return can be refused.

The refund is issued to the same payment method used for the purchase, within 14 days of the date we receive the return. For orders paid by cash on delivery the refund is made by bank transfer to the IBAN you give us. The refund covers the value of the returned items, with no deduction for the collection.

On the order page the return shows its status: requested, awaiting confirmation, approved, label generated, shipped, received, refunded or refused. If the label could not be generated automatically the status shows manual handling: the case passes to an operator, who will contact you to arrange the collection.

Not at the same time. While a return is in progress on an order you cannot open another one: the message shown is "A return has already been requested for this order". If you need to add items to a return that is already open, write to customer service with your order number.

If you have changed your mind you can withdraw from the purchase without penalty, as provided for by article 52 of the Italian Consumer Code. Write to ordini-shop@amahorse.com quoting your order code: a customer service operator will guide you through the next steps. Withdrawal is a separate procedure from the return requested through the website.

Report it to customer service at ordini-shop@amahorse.com, quoting the order number, the item code and the problem, and attaching a photo if possible. If the goods are faulty or do not match the order, the return costs are entirely at our expense.

The system does not handle direct exchanges: you open a return for the item you received and place a new order for the size you want. If you have any doubts before buying, you can write to customer service quoting the product code.