Why don't we offer free returns?

Packaging, shipping, and the work of logistics and transport service providers are part of the value chain in online retail and should not be "hidden" in product prices. These services cost money: packaging, shipping, preparation, and recycling. Anyone offering free shipping has either already factored these costs into the sales price or records them as "marketing costs."

It is important to us to always offer our customers the best prices. To ensure this remains the case in the future, we must keep an eye on all costs, and returns are no exception.

Of course, we know that ordering, trying on, and returning if necessary is part of online retail. Sometimes the size doesn't fit, sometimes the color doesn't match expectations, and that is completely normal and perfectly fine.

However, what we want to avoid are excessively large orders where 10 or 15 items are ordered at once, only for one to remain in the end. This approach not only temporarily blocks availability for other customers but also drives up overall costs. Ultimately, we would have to pass these costs on to all prices, and that is exactly what we do not want.

Instead, we want to continue offering fair and affordable prices for everyone. To achieve this, we rely on responsible ordering: selecting items you truly want, and if something doesn't fit, a return is of course still possible, just not free of charge.

This way, we ensure that all customers have the same opportunity to get their desired items at an attractive price.

Packaging, shipping, and the work of logistics and transport service providers are part of the value chain in online retail and should not be "hidden" in product prices. These services cost money: packaging, shipping, preparation, and recycling. Anyone offering free shipping has either already factored these costs into the sales price or records them as "marketing costs."

What do shipping costs consist of?

The term "shipping costs" seems simple – but behind it lies a complete process chain:

Goods In – Labor Costs

  • Transport from manufacturer to our logistics partner
  • Receipt and booking of items incl. quality control
  • Storage in high-bay warehouse (incl. storage costs)

Goods Out – Labor and Material Costs

  • Creation and printing of the delivery note
  • Cardboard and packaging preparation
  • Picking and packing
  • Handover to the transport service provider

Transport Service Provider (e.g., DHL) – Postage Costs

  • Collection of parcels
  • Transport to the parcel center and onward forwarding
  • Delivery to the doorstep

The more products ordered, the higher the effort, packaging costs, and postage costs. Nevertheless, a larger, bundled order remains cheaper, as many basic costs are incurred only once per package.

What do return costs consist of?

Transport Service Provider – Postage Costs

  • Parcel acceptance at the parcel shop
  • Collection and transport to the logistics provider

Goods In – Labor and Storage Costs

  • Acceptance of return parcels
  • Inspection and preparation of items (if necessary, repackaging)
  • Return to storage
  • Disposal and recycling of shipping material
  • Items no longer salable as new are offered as B-ware

Accounting

  • Checking returns
  • Refund of the purchase amount

Special Regulations for Certain Goods

  • Feed and feed supplements are generally excluded from exchange and revocation for hygienic and safety-related reasons.
  • A 14-day right of withdrawal applies to reduced goods. An exchange or return after this period is excluded.

Conclusion

A free return would mean that all customers bear the costs, even those who never return anything. We believe this is not fair. At IQ Horse, only the person who actually uses the return service pays for it.