> Defect on receipt
> Warranty period
> Warranty procedure
> Manufacturer's warranty
> Service and warranty
Defect on receipt
You have received your order, but unfortunately a product appears to be defective. It is best to contact us immediately via our contact form so that we can ensure you receive a properly functioning product as soon as possible. Please note! Never return a product without prior contact; you must always contact our customer service first.
Warranty period
All items you purchase from us are covered by the statutory warranty. Statutory warranty means that a product must do what a consumer can reasonably expect it to do. Some products also come with a manufacturer's warranty. This warranty does not affect the statutory warranty.
Warranty procedure
Your purchased product has become defective within the warranty period.
Follow these steps now:
Step 1: Go to our contact form.
Step 2: Find your order number from your purchase and enter it on the form. (1000XXXXXX)
Step 3: Select "Defects" under "Type of question".
Step 4: Describe the defect of the product and specify which product it concerns in the notes field. Preferably include a product code / article code.
Step 5: Submit the form to our customer service.
Our customer service will create an MHS form for you with a unique MHS number for the free return of the defective product. It may take a day or longer before you receive this information from us. The MHS form also includes our special return address.
Each case is reviewed to determine whether you will receive a replacement product or if the product qualifies for repair. You will be informed about this by our customer service via email.
Manufacturer's warranty
We offer a 1-year warranty on manufacturing defects for all products. This manufacturer's warranty does not affect the statutory warranty. In short, your product should not break under normal use within 1 year. If it does, we will repair or replace your product free of charge.
If your product does break, please contact us. After assessing the report, one of the following actions will be taken:
1. We will ask you to return the defective product to us. In this case, the product will be repaired at MHS Ruitersport or by an external repairer.
2. For large products, we will pick them up or the manufacturer will repair the product at your home. You do not need to send the product.
Warranty conditions for the manufacturer's warranty
Several conditions apply for repair or replacement under this warranty. Have you purchased the product more than 1 year ago? Or is your product damaged due to falls, pressure, impacts, or moisture? We are happy to help you with this. However, in most cases, the repair will not be covered under the MHS Ruitersport warranty. In such cases, repair costs will be charged.
Service and Warranty
Are you not satisfied with a product? Or is it broken? That is very unfortunate. We will definitely do something about it! The manufacturer's warranty conditions apply to all delivered items, as far as manufacturing and material defects are concerned. The manufacturer's warranty is valid for 1 year. This warranty does not affect the statutory warranty.
The manufacturer's warranty covers:
Manufacturing defects, material defects, and stitching.
The following is not covered by the manufacturer's warranty:
Once an item has been repaired by anyone other than MHS Ruitersport or the supplier. Loss of rhinestones, wear of silicone seat surfaces, broken zippers, and other wear from use are not covered by the warranty. Damage caused by external force (such as horse teeth, nails, screws, scraping, or pulling) is also not covered by the warranty.
Do you have a complaint?
We would like to resolve this together with you. Therefore, always contact customer service first in case of a complaint. Pictures say more than words! Email us your complaint, photo, and order number, and we will contact you as soon as possible. Do you have a question for us? Feel free to ask; we are happy to help you.