We care about the quality of our products, but if something goes wrong or the product does not meet your expectations, below you will find simple instructions on how to return or file a complaint.

You have the right to return the product within 14 days of receiving it, without giving any reason.

How to make a return?

1. Inform us about the return by email: contact@nilchihorse.com
   In the message, please provide the order number.
2. Send the product back within 14 days of notification to the address:
   
   WALDER Sp. z o.o.
   Gorczyn 45
   98-100 Łask
   
3. Attach a printed and completed withdrawal form to the package, which you can download below.

The product should be in an undamaged condition, allowing for its resale. The customer is responsible for any diminished value of the product resulting from excessive use.

Returns are processed within 2 to 5 business days from the date of receipt of the return package. The refund will be made within 14 business days from the date of receipt of the shipment to the account number indicated in the return form. We do not accept cash-on-delivery shipments. The cost of return shipping is borne by the customer.

The right of return (withdrawal from the contract) does not apply to custom-made (personalized) products.

If the product is faulty, damaged, or not as ordered, you have the right to file a complaint.

How to file a complaint?

1. Contact us via email: contact@nilchihorse.com
2. Describe the problem and provide:
   - order number,
   - photos of product damage
   - your request (repair, exchange, refund).
3. You may be asked to send the product back.

What can you choose?

In case of a complaint, you can request the product to be repaired or exchanged for a new one. If this is not possible, a price reduction or a refund.

Response time

We will respond to your complaint within 14 days.