Refund Policy
Clear, fair guidelines for refunds on horse purchases, auctions, and services.
Policy Overview
This Refund Policy outlines the circumstances under which refunds are available for purchases made through Pone Horses. Our policy is designed to be fair, transparent, and consistent with industry standards while protecting the welfare of our horses and the integrity of our business.
Last Updated: January 2024 | Policy Version: 2.0
Refund Policy Details
1. General Refund Principles
We strive to ensure complete satisfaction with every purchase. When legitimate issues arise that fall within our guarantee coverage, we will work diligently to provide appropriate remedies, which may include refunds, exchanges, or other resolutions.
Most refund requests must be submitted within specific timeframes following purchase or delivery. These timeframes vary based on the type of purchase and the nature of the issue. Late submissions will not be considered.
All refund requests must be supported by appropriate documentation, typically including veterinary certificates, photographic evidence, and completed claim forms. Incomplete submissions will not be processed.
2. Refund Types & Eligibility
Full Refunds
Available in specific circumstances where we have failed to meet our obligations or guarantees. Typically processed within 14-30 business days.
Partial Refunds
May be offered when issues are not covered by full refund conditions but warrant some compensation. Amount determined case-by-case.
Non-Refundable Items
Certain items and services are explicitly non-refundable. These include auction deposits (under specific conditions), shipping fees once initiated, and administrative fees.
3. Specific Refund Conditions
Important: Refund Conditions Vary by Purchase Type
The specific conditions for refunds differ depending on whether you purchased through our regular sales platform, an auction, or additional services. Please review the relevant section below.
| Situation | Purchase Type | Refund Eligibility | Time Limit | Documentation Required |
|---|---|---|---|---|
| Undisclosed Health Issue | All Purchases | Full Refund | 14 days from delivery | Veterinary certificate, claim form |
| Misrepresented Pedigree/Breed | All Purchases | Full or Partial | 30 days from purchase | Breed registry documentation |
| Failed Acclimatization | International Sales | Partial or Exchange | 30 days from delivery | Veterinary & care records |
| Auction “No Show” | Auction Purchases | No Refund | N/A | N/A – Deposit forfeited |
| Change of Mind | Regular Sales | No Refund | N/A | N/A |
| Shipping Cancellation | Shipping Services | Partial | Before transport begins | Cancellation request |
Auction purchases are subject to special refund conditions due to the unique nature of auction sales:
- Registration Deposits (R1500-R2500): Refundable only if you do not win any bids in the auction. If you win a bid but fail to complete the purchase (“no show”), the deposit is forfeited.
- Auction Purchase Refunds: Only available for issues covered by our health guarantee or in cases of material misrepresentation.
- Post-Auction Cancellation: Cancelling an auction purchase after winning will result in forfeiture of deposit and potential additional charges if the horse must be resold at a lower price.
For horses purchased through our regular sales platform (not auctions):
- Health-Related Refunds: Covered by our comprehensive health guarantee for 30 days from delivery.
- Satisfaction Guarantee: We offer a 14-day satisfaction period during which exchanges may be arranged (subject to availability and conditions).
- Climate Adaptation Issues: Special consideration for horses struggling to adapt to new African climates, with support options rather than immediate refunds.
4. Non-Refundable Items & Services
Important Non-Refundable Items
The following items and services are explicitly non-refundable under normal circumstances:
Auction Registration Deposits
Once paid, auction registration deposits (R1500-R2500) are non-refundable except if you do not win any bids. “No show” after winning results in forfeiture.
Shipping & Logistics Fees
Once shipping arrangements have been initiated and costs incurred, these fees are non-refundable. Cancellation fees apply based on progress.
Veterinary Inspection Fees
Fees for veterinary inspections, health certificates, and other pre-purchase examinations are non-refundable once services have been rendered.
Customized or Special Order Items
Horses purchased as special orders or with specific custom requirements are non-refundable once the order is confirmed.
5. Refund Request Process
To request a refund, you must follow our formal process:
Submit Formal Request
Email your refund request to refunds@pferd-horses.com within the applicable timeframe, including your invoice number and details of the issue.
Provide Documentation
Submit all required documentation (veterinary certificates, photos, etc.) within 7 days of your initial request.
Assessment & Verification
Our team reviews your claim, consults with veterinarians if needed, and verifies the issue. This typically takes 5-10 business days.
Decision & Resolution
We notify you of our decision and proposed resolution (refund, exchange, credit, etc.). If approved, refunds are processed within 14 business days.
Typical Refund Processing Timeline
6. Refund Methods & Processing
Approved refunds will be issued using the original payment method whenever possible:
- Credit/Debit Card Purchases: Refunded to the original card (5-10 business days to appear)
- Bank Transfer Purchases: Refunded via bank transfer to the original account (7-14 business days)
- Multiple Payment Methods: Refunded proportionally to each payment method used
Once a refund is approved, processing times vary:
- Standard Processing: 14-30 business days from approval date
- International Refunds: May take additional time due to currency conversion and international banking
- Expedited Processing: Not available – all refunds follow standard banking procedures
In some cases, refunds may be subject to deductions:
- Administrative Fees: Up to 10% of refund amount for processing and administrative costs
- Shipping & Handling: Non-refundable once services have been initiated
- Veterinary Costs: Costs incurred for examinations or treatments may be deducted
- Currency Conversion: Differences due to exchange rate fluctuations are not refunded
Important Definitions
The forfeiture of the auction registration deposit (R1500-R2500) when a winning bidder fails to complete payment and collection arrangements within the specified timeframe.
A significant discrepancy between the advertised description of a horse and its actual condition, pedigree, or characteristics that would affect a reasonable buyer’s decision to purchase.
A health condition existing at the time of sale that was not revealed to the buyer and would not be reasonably detectable in a standard pre-purchase examination.
A situation where a horse fails to adapt to its new climate or environment despite proper care and following recommended adaptation protocols.
Refund Request Contact
Submit Refund Requests To:
Email: refunds@pferd-horses.com
Subject Line Format: “Refund Request – [Your Invoice Number] – [Horse Name]”
Please include all required documentation with your initial email. Incomplete requests will not be processed.
Acceptance of Refund Policy
By making a purchase through Pone Horses, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy. This policy forms part of our overall Terms & Conditions and any applicable auction terms.