Shipping & Return Policy

Stock & Shipments

If the item you selected is in stock at our warehouse, we will ship it within 2-5 working days to addresses within Hong Kong.

Horse and Balance offers a wide range of products for equestrians across Asia. While we strive to keep as many items as possible in stock, our large selection and variety of sizes mean that not every item is always available. We continually work to optimise our stock levels, and we appreciate your understanding as we adapt to the sizing and preference needs of the Asian market.

If you order a product that is out of stock or only on pre-order, the estimated delivery time will be indicated in the product description. You have 24 hours after placing an order for an out-of-stock item to cancel it without charge. After this 24-hour period, cancellations will incur a 30% cancellation fee.

For orders containing both in-stock and out-of-stock items, shipment will be held until all items are available. If you would prefer partial shipment, please contact us after placing your order.

 

Returns

At Horse and Balance, we offer a 14-day return policy from the delivery date for items that are not custom-made or from a pre-ordered order.

Products must be unused, in their original packaging, and accompanied by the original receipt. Custom-made orders and pre-orders are non-returnable.

To initiate a return or exchange, please contact our customer service by filling in the contact form.

Return shipping costs are the customer’s responsibility unless the product is defective or incorrect. Refunds will be processed only after the item has been received back at our warehouse in new condition. Please note that refund payments can take up to 10 working days after the item is received, unless otherwise agreed upon in writing by both parties.

Do you have questions about our shipping or return policy? Please don't hesitate to contact us. We're committed to doing our best to accommodate everyone's needs.