1. Our Commitment to Your Satisfaction
At HorseFil Wellness, we stand behind the quality of our products. We want every customer to feel confident in their purchase. If you are not satisfied with your experience, we encourage you to contact our support team — we will work to find a resolution that is fair and reasonable.
2. Return Eligibility
To be eligible for a return and refund, the following conditions must be met:
- The return request must be initiated within 30 days of the delivery date.
- The product must be in its original, unopened condition with the seal intact.
- Proof of purchase (order confirmation email or order number) must be provided.
- Only products purchased directly through our website (horsfil.com) are eligible for return under this policy. Products purchased through third-party retailers are subject to those retailers' return policies.
We reserve the right to refuse returns that do not meet the above criteria.
3. Non-Returnable Items
The following cannot be returned:
- Opened or partially used products
- Products returned more than 30 days after delivery
- Products not purchased directly from horsfil.com
- Products returned without prior authorization from our support team
4. How to Initiate a Return
To initiate a return, please follow these steps:
- Email our support team at support@cartpanda.com with the subject line "Return Request — [Your Order Number]".
- Include your order number, reason for the return, and any relevant photos if the item was damaged.
- Our team will review your request and respond within 2 business days with instructions, including a return shipping address if applicable.
- Do not ship any product back without receiving a Return Merchandise Authorization (RMA) from our team. Unauthorized returns may not be processed.
5. Return Shipping Costs
Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped, defective product, or damaged in transit). We recommend using a trackable shipping method, as we cannot be responsible for returns lost in transit.
6. Refund Process and Timeline
Once your returned item is received and inspected, we will notify you by email of the approval or rejection of your refund. If approved:
- Refunds are issued to the original payment method.
- Processing time is typically 3–5 business days after we receive and approve the return.
- Your bank or card issuer may take an additional 5–10 business days to reflect the refund on your statement.
7. Damaged or Defective Products
If you receive a product that is damaged, defective, or incorrect, please contact us at support@cartpanda.com within 7 days of delivery with photographs of the damage. We will arrange a replacement or full refund at no additional cost to you, including return shipping if applicable.
8. Contact Information
For return and refund inquiries: