Terugbetalingsbeleid


Returns & Refunds Policy

Qian Lu International B.V. (trading as “HorseCircle”)

Applies to purchases made on https://horsecircle.shop for HorseLink Therapy Boots and included accessories.

Last updated: 3 September 2025

Company details

Qian Lu International B.V. • KvK: 71390472 • VAT: NL858697257B01

Registered address: Bruggenseweg 11A, 5752 SC Deurne, Netherlands

Customer service: info@qianluinternational.com (08:00–20:00 CET via website)

 

 

1) Who this policy applies to

  • Consumers (B2C) in the EU/EEA/UK benefit from a statutory right of withdrawal and legal conformity rights.

  • Business customers (B2B) – we voluntarily extend the same return window and cost coverage as Consumers (see §4).

 

 

2) Consumers — 14-day right of withdrawal (cooling-off)

You may withdraw from your purchase within 14 calendar days from the day you (or a person you designate) receive the goods, without giving any reason.

How to withdraw

  1. Email info@qianluinternational.com with subject: “Withdrawal – Order #____” before the 14 days expire.

  2. After notifying us, send the goods back within 14 days. Use a trackable service and keep the proof of shipment.

Return address

Qian Lu International B.V. – Returns

Bruggenseweg 11A, 5752 SC Deurne, Netherlands

Who pays return shipping for change-of-mind?

We do. For cooling-off returns, we will provide a prepaid return label where available; if not available for your postcode/country, we’ll reimburse reasonable return costs upon proof (receipt), up to €15 within the EU or £15 within the UK.

Condition of returned goods (important)

  • You may handle/try the product as you would in a shop to establish its nature, characteristics, and functioning.

  • If handling/use goes beyond that (e.g., heavy wear, damage, missing parts), we may deduct diminished value from your refund (see §8).

Refund amount & timing

  • We refund the product price plus any standard outbound delivery cost you paid (if any). When standard shipping was free, the refundable delivery cost is €0.

  • Refunds are issued within 14 days after we receive the goods back or you provide evidence of return shipment—whichever is earlier.

  • Refunds are made to the original payment method (iDEAL, Klarna, credit card, bank transfer), unless you agree otherwise.

Split deliveries

If your order ships in parts, the 14-day period runs from the day you receive the last item.

 

 

3) Defects, damage & legal guarantee (warranty)

Your purchase benefits from EU/Dutch/UK legal conformity rules: goods must match the contract and reasonable expectations of quality and usability.

If your item is defective, damaged, or not as described

  1. Email info@qianluinternational.com within 48 hours for transit damage/DOA (as soon as reasonably possible for other defects).

  2. Include your order number, a clear description, and photos/video showing the issue.

  3. We will assess the claim under the legal guarantee. Depending on the case and law, your remedies may include repair, replacement, or refund (full/partial).

Return shipping for confirmed defects

  • If a return is required and the defect is confirmed under legal guarantee, we’ll provide a prepaid label or reimburse reasonable return costs upon proof.

Warranty length

  • Consumers: statutory legal guarantee up to 2 years applies. (A shorter manufacturer’s warranty does not limit your statutory rights.)

  • B2B: remedies offered under this policy (see §4) in addition to any mandatory rights.

Exclusions (examples)

  • Misuse, improper storage, water ingress contrary to instructions, unauthorized repair/modification, accidental damage, or excessive wear/tear. (Your statutory rights remain unaffected.)

 

 

4) Business customers (B2B)

There is no statutory cooling-off right for B2B, but we voluntarily apply the same 14-day return terms as for Consumers, including seller-paid return shipping and the diminished-value rules in §8.

Process: email info@qianluinternational.com; return within 14 days after notification; refunds to original payment method.

 

 

5) Exchanges

We don’t process direct exchanges. Please return the original and place a new order.

 

 

6) What must be returned (completeness)

Please return everything that was in the box:

  • HorseLink Therapy Boots (integrated control unit)

  • 4× ice/heat packs

  • Dual EU/UK charger

  • Travel case

  • Protocol card (PDF/print)

  • Any free gifts or promotional items (see §7)

 

 

7) Free gifts, discounts & promos

  • Free gifts included with an order are not returnable separately and have no independent warranty; if they are not returned with the main product, we may deduct their replacement value (see §8).

  • If you purchased with a discount, refunds are made on the amount actually paid (after discount), not the pre-discount price.

 

 

8) Deductions & diminished value (clear rules)

We try to be fair and predictable. If items are returned used beyond reasonable in-shop testing, dirty, damaged, or incomplete, we may deduct the following suggested amounts from your refund (or charge at cost if higher):

  • Missing or damaged ice/heat pack: €15 per pack

  • Missing/damaged dual EU/UK charger: €25

  • Missing/damaged travel case: €30

  • Missing protocol card: €5

  • Heavy wear, stains, tears, strong odours on boots/liners, or water ingress damage: 10–40% of product price depending on severity

  • Non-functional due to misuse/unauthorized repair: up to 100% (no refund)

We do not deduct for light, reasonable test use consistent with our 14-Day Try-At-Home promise (see §9).

 

 

9) 14-Day Try-At-Home (our extra promise)

We want you to truly evaluate the boots in real life. During the 14-day window, light/normal test use is OK and we pay the return shipping.

  • No cleaning required before return (we’ll handle it).

  • Please re-pack safely to protect electronics.

  • The legal rule about diminished value still exists, but we waive deductions for light evaluation use. We only deduct if there’s excessive wear, damage, missing parts, or misuse (see §8).

 

 

10) Where we ship & outbound shipping costs

Countries: EU member states and the UK.

Standard shipping (suggested setup):

  • NL/BE/DE: Free standard shipping

  • Rest of EU: €7.95 standard shipping

  • UK: £8.95 standard shipping

     No express options for now.

For refunds, we reimburse at most the standard outbound shipping you actually paid (if any). When standard shipping was free, outbound shipping refund is €0.

 

 

11) Returns logistics & timelines

  • We’ll issue a prepaid label where available; otherwise we reimburse reasonable return costs (caps: €15 EU / £15 UK) on receipt of proof.

  • Please pack securely; use sturdy outer packaging and protect the control/electronics.

  • We aim to process eligible refunds within 14 days after receipt or proof of return shipment (cooling-off) or after confirming eligibility (defect claims).

Unclaimed/incorrect-address/return-to-sender

If a parcel is refused, unclaimed, or returned due to an incorrect/incomplete address, we can either:

  • re-ship after collecting the re-shipping fee (actual carrier cost), or

  • refund minus any non-recoverable outbound and return charges we incur.

 

 

12) Payments & refunds

  • Payment methods: iDEAL, Klarna, credit card, bank transfer.

  • Refunds go to the original method. If that isn’t possible (e.g., expired card), we may request SEPA bank details to issue your refund.

  • Currency: EUR (UK orders are refunded in GBP if originally charged in GBP via the same method).

 

 

13) How to start any return

Email info@qianluinternational.com with:

  • Order number #____

  • Your name and contact details

  • Reason (withdrawal / defect / other)

  • Photos/video for defect or transit damage claims

     We’ll reply with next steps and (if applicable) a return label.

 

 

14) EU model withdrawal form (optional)

You can use this template (email is fine; printing/signing is not required):

To: Qian Lu International B.V. – info@qianluinternational.com

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:

Order number: ________

Product(s): ________

Ordered on / received on: ___ / ___ / ______

Name of consumer(s): ________

Address of consumer(s): ________

Date: ___ / ___ / ______

 

 

15) Other links

  • Store: https://horsecircle.shop

  • Product page: https://horsecircle.shop/products/horselinktech-therapy-boots-compression-ice-heat-vibration-magnetic-care-for-equine-legs

  • General Terms & Conditions

  • https://horsecircle.shop/policies/terms-of-service