We want you to love everything you purchase from us. If you aren’t delighted with an item, you can return a product within 30 days from delivery and we will refund the purchase price. Please note this return policy is exclusive to this website; return policies will vary based on individual dealers.
You must contact us for a return authorization (RA) number before returning an item. Please email firstname.lastname@example.org to obtain an RA number. Items returned without an RA number may be subject to a restocking fee or may only be eligible for store credit.
All products must be shipped back in new, unused condition. That means no scuffs, scratches, dirt, or horse hair. Don’t ride that saddle – not even just a few laps around the arena! Do include all original packaging and tags.
Shipping charges from the original order are non-refundable. Return shipping is your responsibility and non-refundable. We can provide a shipping label when you request your RA number, this saves you money because we pass our shipping discount on to you.
A custom item is anything that we are building specifically to your specifications. An example would be a saddle that you selected custom conchos, tooling, or seat material. In other words, this item is being made only for you. (Please note, this does not include stocked custom items. If you order a limited edition or custom item that is not made specifically for you it falls under our stock return policy.)
If the return is due to defective products, inaccurate product descriptions, or a mistake on our end, please contact us to initiate a return and we will email you a return shipping label at no cost. Defective items will be replaced with the same product with no additional shipping cost to you or we will give you a refund that includes the original shipping fee. We require an emailed photograph of the defect to determine if the item qualifies. This applies to both stock and non-stock items.
If you receive a damaged package please let us know as soon as possible, these are covered within 7 days of receiving your item.