After-sales service
Your accessories experience a lot of adventures for the most part, they can end up showing weaknesses (accident or any wear).
So here is how customer service works at Horney and what services can be found there.
Our services
The interview
Your accessory no longer regains its former shine? You don't have the right tools and products?
No problem! We suggest you let us clean it so that it is as clean as when it arrived.
The repair
And yes, your accessory can suffer serious damage... In a fight, in rough play, at home if your dog takes his collar for a sausage... Everyday risks!
Or, less serious accidents: a small rhinestone that runs away, your flocking starts to try to come off, unexpected wear on the buckles... In short, all these little things can happen.
We therefore repair the damage caused to your accessory.
The modification
Your accessories no longer suit you? Too small, too big? Change of decorations?
Depending on the nature of the original accessory, modifications may be possible.
For whom?
Horney Products
Horney products are all serviceable and subject to our warranty periods (detailed below)
Products from elsewhere
We also offer our services for products outside the brand.
However, these are not subject to Horney guarantees, so they will be 100% your responsibility.
The deadlines and conditions for 100% support
Which service is eligible for 100% coverage?
Only the repair service can be covered 100% under certain conditions!
The deadlines have passed, I don't meet the conditions... What happens?
The repair service is FREE in all cases!
However, if the conditions or deadlines are not respected, the return costs (carriers) will be your responsibility .
Flocking
Flocking is present on several models in the store or as an option. This process consists of heat-adhering flex onto your accessories to include text, designs, etc.
100% support times:
- The flocking is under Horney warranty for 6 months from the date of receipt .
The conditions for 100% support:
- Flocking should be maintained as described in the " Materials Guide " section.
If the maintenance and use instructions have not been followed, Horney will not be able to take 100% responsibility for any failure.
- Accidents are not covered by the 100% coverage conditions for your products (bites, burns, etc.)
The buckle
The term "buckles" includes: the closure system (carabiners, belt buckles, martingale chains, clips, etc.), the attachment rings (O or D) and the rivets.
100% support times:
- The hardware is under Horney warranty for 12 months from the date of receipt of the product concerned.
The conditions for 100% support:
- The hardware must be maintained as described in the " Materials Guide " section.
If the maintenance and use instructions have not been followed, Horney will not be able to take 100% responsibility for any failure.
- This mainly concerns plastic items: accidents are not covered by the 100% coverage conditions for your products (bites, burns, etc.).
The straps
The straps category includes HEXA and BioThane®.
100% support times:
- The straps are under Horney warranty for 12 months from the date of receipt of the product concerned.
The conditions for 100% support:
- The strap should be maintained as described in the " Materials Guide " section.
If the maintenance and use instructions have not been followed, Horney will not be able to take 100% responsibility for any failure.
- Accidents are not covered by the 100% coverage conditions for your products (bites, burns, etc.)
The decorations
Decorations include rhinestones, drusies, spikes and chains.
100% support times:
- The decorations are under Horney warranty for 12 months from the date of receipt of the product concerned.
The conditions for 100% support:
- The decoration must be maintained as described in the " Materials Guide " section.
If the maintenance and use instructions have not been followed, Horney will not be able to take 100% responsibility for any failure.
- Accidents are not covered by the 100% coverage conditions for your products (bites, burns, etc.)
The prices
The interview
Maintenance is not included in 100% coverage.
- The maintenance service costs €5 regardless of the number of items included in the return.
Return costs (carriers) will be your responsibility .
The repair
The repair is covered 100% under certain conditions.
- The repair service is free for all Horney products regardless of the number of items included in the return. If you meet the deadlines and conditions for 100% support , the return costs (carriers) will be our responsibility. If you do not meet the deadlines and conditions for 100% support , the return costs (carriers) will be your responsibility.
- The repair of products from elsewhere is only done on estimate and will be 100% at your expense.
Return costs (carriers) will be your responsibility .
The modification
- The modification is only made on estimate and will be 100% at your expense.
Return costs (carriers) will be your responsibility .