HorseFil Refund Policy
Written in plain English, because a refund policy nobody can read is not a policy.
HorseFil orders placed on this website may be returned within 60 days of purchase for a refund. Call +1 (302) 200-3480 with your order ID first, then post the bottles to 32 Avenue of the Americas, Floor 22, New York, NY 10013, USA with your full name, email and order ID inside the box. The buyer pays return postage and should use a tracked service. Refunds are credited about 3 to 5 business days after processing, then take roughly 5 to 10 days to appear.
The policy, in full
1. The window
Sixty days from the date of purchase, unless the sales page prints a longer window. The clock starts when you buy, not when the parcel arrives and not when you open the bottle.
2. What can be returned
Product bought through this website. Opened bottles and partly used bottles from a multi-pack are included — that is the point of a money-back guarantee rather than a returns policy. Call the desk first to confirm what they need you to send.
3. What cannot
Anything bought from a marketplace, a shop, a social media seller or another website. We did not sell it, we cannot verify it and we cannot refund it. Anything claimed after day 60 is also outside the policy.
4. How to start a return
Call +1 (302) 200-3480 with your order ID. Monday to Friday, 9:00am to 5:00pm Eastern. Starting by phone rather than by posting the parcel is what keeps a return moving, because the desk then knows to expect it.
5. What to put in the box
Three things, written clearly: your full name, the email address you ordered with, and your order ID. A parcel that arrives without them cannot be matched to a payment, and matching is the step that takes the time.
6. Where to send it
32 Avenue of the Americas, Floor 22
New York, NY 10013
USA
7. Who pays the postage
You do. That is standard across this category. Use a tracked service and keep the receipt until the refund lands, because tracking is the only proof the parcel arrived.
8. When the money comes back
The desk credits the refund about 3 to 5 business days after the return is processed. Your bank then takes roughly another 5 to 10 days to show it. Two waits in sequence, not one.
9. What gets refunded
The purchase price of the product. Original shipping and your return postage are not published as refundable, so assume they are not.
10. If something is wrong with your order
A damaged parcel, a missing bottle, melted gummies or the wrong pack is a fix-it question before it is a refund question. Call the desk the same day, with photographs if anything is damaged.
A refund at a glance
- Window
- 60 days from your order date
- Start it by
- Calling +1 (302) 200-3480 with your order ID
- Hours
- Monday to Friday, 9:00am to 5:00pm Eastern Time
- Send to
- 32 Avenue of the Americas, Floor 22 New York, NY 10013 USA
- Put in the box
- Full name, order email, order ID
- Postage
- Paid by you. Use tracking
- Desk processing
- About 3 to 5 business days after processing
- Bank
- Roughly another 5 to 10 days
- Total, realistically
- Three to four weeks from posting to money in hand
- Website questions
- contact@horsefilweb.com — not for refunds
Please do not email about a refund
The website inbox does not process refunds and cannot access your order. A refund request sent there has to be forwarded, and that costs you days inside a 60-day window. Call +1 (302) 200-3480 instead.
A worked example
One realistic timeline, from order to money back.
Day 0 — you order one bottle
The confirmation email arrives with an order ID and, at last, a price. You write the date in your phone and set a reminder for day 45.
Day 3 — it arrives
You read the serving size off the bottle, which is the first time anybody has told you what it is. Now you know how long 30 gummies lasts.
Days 3 to 44 — you take them daily
On day 30 you read the two things you wrote on day one and answer them in writing.
Day 45 — you decide it is not for you
You call +1 (302) 200-3480 with your order ID. The desk confirms the return and tells you what to send.
Day 46 — you post it
Bottle in a box with your full name, order email and order ID on a slip of paper inside. Tracked service to 32 Avenue of the Americas, Floor 22, New York, NY 10013, USA. You keep the receipt.
Days 49 to 52 — it arrives
Tracking confirms delivery. You now have proof, which is why the tracked service mattered.
Days 53 to 58 — the desk processes and credits it
Three to five business days.
Days 60 to 68 — your bank shows it
Roughly 5 to 10 days after the credit. A little over three weeks from posting.
Notice where the risk sits in that timeline. Everything after day 46 is out of your hands and runs fine. The only step that can go wrong is the decision at day 45, and it goes wrong by being made at day 58 instead.
If the desk does not respond
This should not happen, and if it does there is a sequence worth following before you reach for a chargeback.
- Call again during the published hours, on a weekday morning. Most unanswered calls are timing.
- Email contact@horsefilweb.com with your order ID, the dates and times you called, and what happened. That inbox is the website rather than the order desk, and a documented complaint is a useful thing to have.
- Keep your tracking receipt and your order confirmation. Those two documents are your entire case if it ever becomes one.
- If there is still no resolution, your card issuer's dispute process remains available and nothing in this policy limits it.
We put this section in a refund policy deliberately. A policy that does not explain what to do when the policy fails is not much of a policy.
The policy in six lines
- Sixty days from your order date, for product bought on this website.
- Start it with a phone call to +1 (302) 200-3480, not an email.
- Put your full name, order email and order ID inside the box.
- Post it to 32 Avenue of the Americas, Floor 22, New York, NY 10013, USA, tracked, at your own cost.
- About 3 to 5 business days at the desk, then 5 to 10 at your bank.
- Decide at day 45, not day 58. Postal time counts against your window.
Refund questions
How do I get a refund?
Call +1 (302) 200-3480 with your order ID. Post the bottles to 32 Avenue of the Americas, Floor 22, New York, NY 10013 with your full name, email and order ID inside. You pay the return postage and you should use a tracked service.
How long does a refund take?
The desk credits it in about 3 to 5 business days once the return is processed. Your bank then takes roughly another 5 to 10 days to show it.
What is the money-back guarantee?
Sixty days from purchase, unless the sales page prints a longer window. Call the order desk on +1 (302) 200-3480 with your order ID to start a return.
Is HorseFil sold on Amazon or in stores?
We do not sell it there and we cannot vouch for anything sold there. A third-party listing sits outside the guarantee described on this site.
How do I contact a human?
Call +1 (302) 200-3480 for anything about an order. Email contact@horsefilweb.com for anything about this website. The desk is open Monday to Friday, 9:00am to 5:00pm ET.
What a refund does not cover
Three costs stay with you, and it is better to know that now.
- The postage you pay to send it back. Return shipping is at your expense. On a multi-bottle pack that is a real number, and it is the main reason to start with one bottle.
- Anything you paid to get it to you. Original shipping, where it was charged, is not refunded.
- Packs sent back without a return authorisation. A parcel that turns up unannounced cannot be matched to an order, which is why the process below starts with an email rather than a trip to the post office.
None of that is unusual for the category, but it is usually buried. We would rather you factored it in before you order than discovered it on day fifty-five.
Start with one bottle
Every argument on this site points the same way. A single bottle lets you see the serving size, the price and the product itself, and it keeps the cost of changing your mind down to one parcel's postage. A six-pack does the opposite on both counts.
What happens after the refund is approved
- The refund is issued to the original payment method. We cannot send it anywhere else, and a request to do so is a fraud signal rather than a convenience.
- Your bank decides when it appears. That is typically a few working days and occasionally a full statement cycle, and it is outside anyone's control here.
- You get a confirmation email with the amount. If the amount does not match what you expected, reply to that email rather than opening a new thread — the history is what makes it quick to resolve.
- Nothing else happens. There is no retention offer, no call, and no attempt to talk you back into the purchase.
If more than fifteen working days pass after the confirmation email and nothing has landed, contact us with the confirmation and we will chase the processor. That is a rare failure but it is not an impossible one.