Refund policy

Refund & Returns Policy

Last updated: 25 August 2026

We want you to be happy with your Tack Room Heritage purchase. This policy explains your rights regarding cancellations, withdrawals, returns, refunds and faulty products.

Nothing in this policy limits your mandatory rights under Danish, EU or other applicable consumer protection law.

1. Your 14-Day Right of Withdrawal

If you are a consumer purchasing online, you generally have the right to withdraw from your purchase without giving a reason.

For goods, the withdrawal period is 14 days from the day on which you, or a third party designated by you other than the carrier, receives the goods.

If one order contains several goods delivered separately, the withdrawal period generally begins when you receive the final item from that order.

To exercise your right of withdrawal, you must notify us of your decision before the 14-day withdrawal period expires.

You may do this using our electronic withdrawal function:

https://account.tackroomheritage.eu

You may also contact us at mail@tackroomheritage.eu with a clear statement that you wish to withdraw from your purchase.

You do not need to provide a reason.

If you use our electronic withdrawal function, we will send you electronic confirmation of your withdrawal request without undue delay.

2. Returning the Goods

After notifying us that you are withdrawing from the purchase, you must send the goods back without undue delay and no later than 14 days after the date on which you informed us of your withdrawal.

Returns should be sent to:

Tack Room Heritage
Cecilies Vej 17
8700, Horsens
Denmark

Please do not send a return to another address unless we have specifically instructed you to do so.

We recommend retaining your return receipt or other proof that the goods were sent.

3. Return Shipping Costs

If you are returning an item because you have changed your mind under the statutory right of withdrawal, you are responsible for the direct cost of returning the goods, unless Tack Room Heritage has expressly agreed to cover that cost.

If a product is faulty, damaged, incorrect or otherwise does not conform to the contract, return costs will be handled in accordance with applicable consumer law and you will not be charged return costs where the law requires us to bear them.

For any goods that cannot normally be returned by ordinary post, information regarding expected return costs will be provided before purchase where legally required.

4. Condition of Returned Goods

You may inspect and handle a product to the extent reasonably necessary to establish its nature, characteristics and functioning, in broadly the same way you would be permitted to examine it in a physical shop.

You are responsible for any reduction in the value of the goods caused by handling beyond what is necessary for this purpose.

Where possible, please return the product with its original packaging and included accessories. Original packaging is recommended to protect the product during return shipping, but its absence does not by itself remove a statutory right of withdrawal.

5. Refunds Following Withdrawal

If you validly withdraw from your entire order, we will reimburse payments received from you for the returned goods together with the cost of the least expensive standard delivery option that we offered for sending the order to you.

If you selected a more expensive delivery method, such as express delivery, we are not required to refund the additional amount above the cost of our standard delivery option.

For partial withdrawals or partial returns, outbound delivery charges will be refunded only where required by applicable law.

We will make the refund without undue delay and no later than 14 days after the day on which we are informed of your decision to withdraw.

For sales of goods, we may withhold the refund until we have received the returned goods or until you provide evidence that you have sent them back, whichever occurs first.

Unless otherwise agreed, refunds will be issued using the same payment method used for the original transaction and without additional refund fees charged by us.

Any lawful deduction for diminished value caused by excessive handling may be deducted from the refund.

6. Products Excluded From the Right of Withdrawal

The statutory right of withdrawal does not apply in certain circumstances prescribed by law.

For Tack Room Heritage, the most relevant potential exception is a product that has been made according to your individual specifications or clearly personalised for you.

If a particular product is excluded from the statutory withdrawal right, this will be clearly communicated before you purchase it.

Other statutory exclusions may apply where relevant.

7. Faulty, Damaged or Incorrect Items

The statutory right to complain about a faulty or non-conforming product is separate from the 14-day change-of-mind withdrawal right.

If your item arrives damaged, is defective, is materially different from its description, or you receive the wrong item, please contact us as soon as reasonably possible at:

mail@tackroomheritage.eu

Please include your order number and a description of the problem. Photographs may help us assess damage or an incorrect product more quickly.

Depending on the circumstances and applicable law, you may be entitled to repair, replacement, a price reduction or a refund.

For consumer purchases governed by Danish law, you generally have a two-year statutory right to complain about defects or lack of conformity. Consumers elsewhere in the EU are entitled to at least the minimum statutory legal guarantee required by EU law, and national legislation may provide additional protection.

Nothing in this policy reduces these statutory rights.

8. Damage During Delivery

If your parcel or product arrives visibly damaged, please contact us promptly.

If possible, keep the packaging and take photographs of both the packaging and the damaged item. This can help us investigate the issue with the carrier.

Your consumer rights are not dependent on your ability to provide photographs or retain packaging where applicable law provides otherwise.

9. Orders That Have Not Yet Shipped

If you wish to cancel an order that has not yet been dispatched, please contact us at mail@tackroomheritage.eu as soon as possible or use our electronic withdrawal function where applicable.

If the order can be stopped before dispatch, we will process the cancellation accordingly.

Your statutory withdrawal rights are not affected by this section.

10. Exchanges

We do not currently guarantee direct exchanges.

If you would like a different product, colour or size, please contact us. Depending on the circumstances, the simplest solution may be to return the original item in accordance with this policy and place a new order.

This does not affect any right to replacement you may have where a product is faulty or non-conforming.

11. Non-EU Import Charges

If an order was delivered outside the EU customs territory and you paid import VAT, customs duties or clearance charges directly to a customs authority or carrier, those amounts may not have been collected by Tack Room Heritage.

Whether such amounts can be refunded when goods are returned depends on the rules of the destination country. You may need to request reimbursement directly from the relevant customs authority.