Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t 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.
Additional non-returnable items
- Gift cards
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted:
- Any item not in its original condition is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
Refunds
Once we have received and checked your return, we will send you an email to let you know that we have received your returned product. Within 5 business days of receiving your returned product, you will receive confirmation of our approval or rejection of your return.
If approved, then your return will be processed and a credit will be automatically applied to your credit card or original payment method within 5 - 25 business days.
If declined, then we will explain why we declined your return based on our criteria and discuss an alternative solution to satisfy your shopping experience.
If approved, then your return will be processed and a credit will be automatically applied to your credit card or original payment method within 5 - 25 business days.
If declined, then we will explain why we declined your return based on our criteria and discuss an alternative solution to satisfy your shopping experience.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@whitehorseactive.com
Exchanges
We do not offer exchanges.
How to return a product
File your return/exchange or exchange via the return portal:
- Make sure to provide complete and accurate information, this will significantly help the investigation.
- Reason: Select the appropriate Return/Exchange reason
- Add Photo: Take a photo of the product you received clearly showing the damaged / wrong / faulty product (if you have received the product already).
- Description: A few words to explain what is wrong with the product. If you experience issues in uploading the evidence needed for the return please refresh the website or clear the cache on your browser.
Once you've submitted your request:
- We will respond to your initial request within 48 hours to avoid auto acceptance of the return request. Once your return request has been approved, You'll receive a push notification and an email to inform you whether your request is approved or declined.
Time period for returns
Processing time:
Usually, takes between 5 business days from the moment we receive your items to investigate the issue.
Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live and the shipping courier you choose to print your shipping label, the time it may take for your exchanged product to reach you, may vary. Therefore, we can not estimate the exact shipping dates, usually within 30 business days.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Thank you,
White Horse Active Team
Need more help? Contact us here at support@whitehorseactive.com