Algemene voorwaarden


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/CEST 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 designee who isn’t the carrier) receive the goods, without giving any reason.

How to withdraw

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

  2. Send the goods back within 14 days after notifying us. Use a trackable service and keep proof of shipment.

Return address

Qian Lu International B.V. – Returns

Bruggenseweg 11A, 5752 SC Deurne, Netherlands

Return shipping for change-of-mind

We pay it. We’ll provide a prepaid return label where available; if not, we’ll reimburse reasonable return costs upon proof, capped at €15 within the EU or £15 within the UK.

Condition of returned goods

You may test the product as you would in a shop. If handling/use goes beyond that (heavy wear, damage, missing parts), we may deduct diminished value (see §8).

Refund amount & timing

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

  • Refunds are issued within 14 days after we receive the goods or you provide evidence of return shipment—whichever is earlier—to the original payment method (unless you agree otherwise).

Split deliveries

For orders shipped in parts, the 14-day period runs from the day you receive the last item.

 

 

3) Defects, damage & legal guarantee (warranty)

Legal conformity: we are liable for lack of conformity under EU/Dutch/UK consumer law.

If your item is defective/damaged/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 order number and photos/video.

  3. Remedies may include repair, replacement, or refund (full/partial), per law.

Return shipping for confirmed defects

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

Warranty length

  • Consumers: statutory legal guarantee up to 2 years from delivery for defects that appear within that period (minimum EU rule). Any commercial/manufacturer warranty is additional and cannot limit statutory rights.

  • B2B: remedies per this policy 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)

No statutory consumer withdrawal applies to B2B. Our policy: we voluntarily apply the same 14-day return terms and seller-paid return shipping as for Consumers, including the caps in §2, provided items are complete and comply with §8.

 

 

5) Exchanges

We don’t process direct exchanges. Return + reorder.

 

 

6) What must be returned

  • HorseLink Therapy Boots (integrated control)

  • 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 carry no independent commercial warranty. If a free gift is not returned with the main product, we may deduct its replacement value (see §8).

  • Orders purchased with a discount are refunded on the amount actually paid (post-discount).

 

 

8) Deductions & diminished value

We aim for predictable, fair deductions only where necessary:

  • Missing/damaged ice/heat pack: €15 each

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

  • Missing/damaged travel case: €30

  • Missing protocol card: €5

  • Heavy wear, stains, tears, strong odours, or water-ingress damage: 10–40% of product price (severity-based)

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

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

 

 

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

Light/normal test use is OK, no cleaning required, and we pay the return shipping. We only deduct for excessive wear, damage, missing parts, or misuse per §8.

 

 

10) Where we ship & outbound shipping costs

Countries: EU member states and the UK.

Standard shipping:

  • NL/BE/DE: Free

  • Rest of EU: €7.95

  • UK: £8.95

     No express options currently.

For refunds, we reimburse at most the standard outbound shipping you paid (if any).

 

 

11) Returns logistics & timelines

  • Prepaid label where available; otherwise reimburse up to €15 (EU) / £15 (UK) upon receipt of proof.

  • Pack securely; protect the control/electronics.

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

Unclaimed/incorrect-address/return-to-sender

We can re-ship after collecting the actual re-shipping cost, or refund minus non-recoverable outbound/return charges we incur.

 

 

12) Payments & refunds

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

Refunds go to the original method; where not possible, we may request SEPA details.

Currency: EUR (UK refunds in GBP if originally charged in GBP via the same method).

 

 

13) How to start any return

Email info@qianluinternational.com with: order number, reason (withdrawal/defect), and photos/video for defect claims. We’ll reply with next steps and (if applicable) a label.

 

 

14) EU ODR

Consumers may use the EU Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr

 

 

General Terms and Conditions (Terms of Service)

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

Last updated: 3 September 2025

Article 1 – Definitions

Trader / we / us / our: Qian Lu International B.V.

Customer / you / your: Any person or entity purchasing from us (Consumers and Business Customers).

Consumer: A natural person acting outside their trade, business, craft, or profession.

Business Customer (B2B): A natural person acting in business or a legal entity.

Website: horsecircle.shop and subpages.

Products: Goods sold via the Website, including HorseLink Therapy Boots and included accessories.

Distance Contract: Agreement concluded through an organized system for distance selling.

Withdrawal Period: 14 calendar days for Consumers.

Durable Medium: A means to store information for future reference (e.g., email, PDF).

Article 2 – Identity of the Trader

Company: Qian Lu International B.V.

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

Email: info@qianluinternational.com

Support hours: 08:00–20:00 CET/CEST (via website)

KvK: 71390472 • VAT: NL858697257B01

Article 3 – Applicability

  1. These Terms apply to every offer on the Website and every Distance Contract.

  2. Before the contract is concluded, these Terms are provided in a storable format.

  3. Any customer terms are expressly rejected unless we agree otherwise in writing.

Article 4 – The Offer

  1. Offers are subject to availability and may include conditions/time limits.

  2. Product descriptions are based on manufacturer info; images are illustrative.

  3. Obvious mistakes do not bind us.

  4. Offers state rights/obligations, prices (incl. VAT), and delivery costs where applicable.

Article 5 – The Contract

  1. The contract is concluded when you complete checkout and meet conditions.

  2. We confirm receipt electronically. Until confirmation is sent, a Consumer may dissolve.

  3. We employ appropriate security measures, including for online payments.

  4. We may assess payment ability and order integrity; we may refuse or impose conditions (with reasons) where justified.

  5. No later than delivery, you receive our contact details, withdrawal info (Consumers), warranty/after-sales, total price incl. taxes/delivery, and any termination terms where relevant.

Article 6 – Right of Withdrawal (Consumers)

  1. Consumers may withdraw within 14 days without giving reasons.

  2. The period starts the day after receipt (last item for split deliveries).

  3. If legally required withdrawal information was missing, statutory extensions may apply.

Article 7 – Obligations during the Withdrawal Period (Consumers)

Handle products carefully; inspection/testing as in a shop is permitted. You’re liable for diminished value from use beyond that.

Article 8 – Exercising Withdrawal & Costs (Consumers)

  1. Notify us within 14 days (email or model form in Appendix I).

  2. Return within 14 days after notification, with all accessories and, if reasonably possible, in original condition/packaging.

  3. Change-of-mind returns: We pay return shipping (label where available; otherwise reimbursement caps per the Returns & Refunds Policy).

  4. Consumer bears risk/proof of timely withdrawal and return; supplementary agreements are dissolved upon valid withdrawal.

Article 9 – Our Obligations in Case of Withdrawal (Consumers)

We confirm receipt of electronic withdrawals; we refund payments, including standard outbound delivery (if charged), within 14 days after receipt/proof of return, via the original payment method (unless agreed otherwise). If a more expensive delivery was chosen, we refund only the standard cost.

Article 10 – Preclusion of Withdrawal

Withdrawal may be excluded if permitted by law and stated before purchase (custom goods; sealed hygiene items once unsealed; inseparably mixed goods).

Article 11 – Business Customers (B2B)

Statutory consumer withdrawal does not apply to B2B. Our policy: we voluntarily extend the same 14-day return window and seller-paid return shipping as for Consumers, provided returns are complete and meet the Returns Policy. We may adapt B2B terms with written notice.

Article 12 – Price

Prices include VAT. Shipping is shown at checkout. Current standard rates: NL/BE/DE free; Rest of EU €7.95; UK £8.95; no express options. Prices may change prospectively; post-contract increases only if legally allowed (e.g., VAT change).

Article 13 – Payment

Accepted methods: iDEAL, Klarna, credit card, bank transfer. Payment is due at order unless stated otherwise. Report payment detail errors immediately. Late payment may incur statutory interest and capped collection costs after notice and a reasonable cure period. We may require advance payment/security for large or B2B orders.

Article 14 – Delivery & Execution

We exercise due care. Delivery to the address supplied. We aim to dispatch within 1–3 business days. If delayed or impossible, we inform you as soon as reasonably possible (within 30 days at the latest). Consumers may dissolve for excessive delay and receive prompt refunds. Risk remains with us until delivery to you (or your designee). Different risk rules may be agreed with B2B.

Article 15 – Conformity & Warranty

We guarantee legal conformity.

  • Consumers: statutory legal guarantee up to 2 years from delivery for defects appearing within that period (EU minimum); commercial/manufacturer warranties are additional.

  • DOA/transit damage: report within 48 hours with photos/video.

  • Remedies: repair, replacement, or refund, per law.

  • Exclusions (examples): misuse, improper storage, water ingress contrary to instructions, unauthorized repair/modification, accidental damage, excessive wear/tear.

  • B2B remedies may differ by agreement, in addition to any mandatory rights.

Article 16 – Health & Safety; No Medical Claims

Products are equine care/recovery aids, not medical devices. They are not intended to diagnose, treat, cure, or prevent disease. Follow instructions; consult a vet for medical issues.

Article 17 – Liability

Our total liability for attributable failure or tort is limited to direct damages up to the purchase price (excl. VAT) of the relevant Product(s), except for intent or gross negligence by our management. We are not liable for indirect/consequential losses, data loss, or use contrary to instructions. You indemnify us against third-party claims arising from your use, unless caused solely by a defect for which we are legally liable. For B2B, liability may be further limited as permitted by law.

Article 18 – Reviews, IP & Site Use

Site content is protected by IP rights; no copying/reuse without permission. By submitting reviews/content, you grant us a non-exclusive, royalty-free licence to use and display it on our Website and marketing channels, subject to moderation.

Article 19 – Complaints Procedure

Email info@qianluinternational.com with a clear description and order number. We respond within 14 days (or acknowledge within 14 with a timeframe). Consumers may also use the EU ODR platform: https://ec.europa.eu/consumers/odr

Article 20 – Privacy

We process personal data per our Privacy Policy (published on the Website).

Article 21 – Disputes & Applicable Law

Dutch law applies exclusively; the CISG is excluded. Disputes go to the competent Dutch court where we are established, unless mandatory law provides otherwise (e.g., Consumer forum).

Article 22 – Amendments & Severability

We may amend these Terms; the version published at the time of your order applies to that order. If any provision is invalid/unenforceable, the remainder stays in force; parties will replace the affected provision with one that reflects its intent as closely as possible.

 

 

Appendix I – Model Withdrawal Form (Consumers)

(Using this form is optional; an email is sufficient.)

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: ___ / ___ / ______

Signature (only if this form is notified on paper): ____________