I ordered a side-pull bitless bridle from Horze back in September and when it was delivered, it turned out that it had been incorrectly advertised as a side-pull when in reality it was a cross under bitless bridle. I therefore returned the item and Horze corrected the labelling of the product and from then onwards advertised it as a cross under side-pull bridle. I had to arrange for a courier to send the item back to the Netherlands and pay for the courier up-front but I was assured by Horze customer service, by email and in writing, that I would be re-funded both for the cost of the bridle and the courier fees. It is now November and I have only received the re-fund for the bridle, not the courier fees but keep being assured that this will be re-funded too. It is disgraceful that although this was a mistake made by Horze, that customer's are expected to pay for their mistakes. It is hardly surprising that people end up buying from Amazon whose customer service is excellent in comparison.