Return Policy

Exchange Policy

What is your exchange policy?
Whilst we make best efforts to check for quality and quantity accuracy at our distribution centre, we strongly advise you to check your order at the time of delivery to ensure the order is correct and the goods are not damaged.
I ordered an item e.g. harness that doesn’t fit my dog! What do I do?
We will accept the exchange for a different sized item pending on the state of the item/s returned. Please do note however that you will be required to come down to our office for the exchange or pay an additional $8 delivery fee.
What do I do if I have a problem with some items delivered?

In the unlikely event that there is a problem, you will need to let us know within 7 days of the delivery of the order by writing to us at order @

We will exchange the product if:

  • it was delivered in a damaged condition or is past its expiry date
  • it has a manufacturer’s defect
  • the wrong product was delivered
What do I need to do for a exchange?

For an exchange to occur, all goods to be exchanged must be:

  • returned unused and in its original packaging and condition
  • accompanied by the order confirmation, with order reference number, as proof of purchase from HorizonLife.

If the above conditions are met, we will arrange to collect the goods to be exchanged and send a replacement at the earliest available time, and the delivery charges will be taken care of by us.


What if the item I ordered is Out Of Stock or unavailable?
Should any of our goods be unavailable after order confirmation and payment, we will call you and let you know immediately. You can choose to get a refund on the unavailable product, or you may decide to wait for the product to come in or select an alternative one. If an alternative product is selected and there is a price difference to the original product, you will need to pay the increment, or if it is lower, we will refund you the difference.
How is the difference in price reimbursed when choosing an alternative product? I’ve already paid via PayPal.
Any reimbursements will be carried out directly to your PayPal account and PayPal will send you a communication of the reimbursement.

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