Introduction
Thank you for shopping at Black Horse Family. We strive to provide high-quality products and excellent customer service. If you are not entirely satisfied with your purchase, we’re here to help resolve your concerns in a timely and satisfactory manner.
Refunds
We value your satisfaction and offer refunds under certain conditions. If you wish to request a refund, please contact us within 7 days of receiving your order. To qualify for a refund:
- Your item must be unused and in the same condition that you received it.
- The item must be returned in its original packaging.
Refund requests should be initiated by contacting our support team via email at sales@blackhorsefamily.com or WhatsApp at +601135700623. Once approved, refunds will be processed within 7 business days. The timeline for the refunded amount to reflect in your account may vary based on your payment provider.
Returns
To initiate a return, please contact us promptly. We will provide detailed instructions on how to proceed. Customers are responsible for the shipping costs associated with returning items unless the return is due to our error, such as sending the wrong or defective product. Shipping costs are non-refundable except in such cases.
Certain items are exempt from being returned, including:
- Perishable goods
- Customized products
- Items marked as final sale
Processing Time
Upon receiving your returned item, we will inspect it to verify compliance with our return policy. Approved refunds will be initiated promptly, and you will receive a notification confirming the status of your return or refund.
Contact Us
If you have any questions, concerns, or requests regarding our policies, please do not hesitate to contact us. We are available via email
at sales@blackhorsefamily.com or WhatsApp at +601135700623. Our team is dedicated to addressing your inquiries promptly and professionally.