Delivery Charges
“Delivery” is available across all United Arab Emirates.
For all orders delivery charges apply. Dubai delivery fees are AED25, All other Emirates delivery charges are AED55.
Delivery Timings:
UAE Orders
- Same-day delivery: orders placed before 10:59 AM (except Fridays)
- Next day delivery: all orders placed after 11:59 AM by default (except Fridays)
GCC Orders:
Delivery charges are calculated automatically based on courier fees for the weight of your order. Any deliveries outside of the United Arab Emirates take between 4 and 15 days to arrive. For GCC deliveries there could be additional taxes, customs duties and clearing fees which are not included in the original amount paid to “The House of Equine”
ALL refunds will be processed: refunds are granted and are only possible for damaged or defective products and will be evaluated on a case by case basis. Refund will be processed after product(s) have been returned with original tags, labelling & packaging (brand box) and have been inspected. Please send an email to [email protected] with information & photos of the damaged items(s) within 24 hours of delivery. Return amount will be the same mode of payment.
Returns or Exchanges: If you wish to return any product that has been incorrectly purchased, or exchange an item from your order please email us within 24 hours of receiving your order [email protected] Ensuring that the products are unused and in the original packaging (labelling & Brand Box), and original tag(s) still attached. We will guide you on the return procedure after receiving your email.
- Please Note:Any Exchange or Return requests received after the seven day window will be charged a 30% restocking fee.
- Delivery charges are non-refundable.
- The cost of returning incorrectly purchased products is the responsibility of the customer.
- For Exchanges in UAE: We can arrange to collect the product and deliver your replacement for free.
- For exchanges outside of the UAE: You can arrange to send the return item to us with the courier of your choice, or we can assist in arranging the return. The cost of returning the product to us is the responsibility of the customer.
- Please allow 3-7 working days for The House of Equine to process your return and send out a replacement
- We do not accept product returns if:
- Products have been altered in any form their original purchase
- Tags and labels have been removed or if original packaging (brand box) is not available
- Brand box not returned
- Items have been used
- Items that have been purchased on sale or promotions
Please note that we reserve the right to refuse any returned items if the product has been used or tampered with.
Please give us some time to process your return/exchange. It takes about 1-2 business days for us to receive the returned or exchanged product(s) back from you. Within 72 hours of receiving the item back in our warehouse, you will receive an e-mail and a credit note that reflects that the amount has been credited into your account.
Cancellation Policy
Customers can cancel their order at any point unless the order has already been dispatched, in which case, please refer to refund policy. If the purchase was made online, a refund will be made back to the customers credit card. Please allow for up to 21 days for the refund transfer to be completed.
Lost or Damaged Goods
In the unlikely event that any goods are lost or damaged in transit, please contact us immediately via email to [email protected] In the case of non-delivery please wait seven working days from the date of your order in case it has been delayed. In case of goods received damaged or faulty please retain the goods, please take photographic evidence and send to us within 48 hours of receiving the item. Upon receipt we will arrange for the damaged or faulty goods to be exchanged or we will provide a store credit of the cost of the goods.