We have a 15-day return policy for non-custom items (I.e. products from Neue Schule, Oakwood, Christ, and Mattes) ordered from our website, which means you have 15 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, clean from any dust/dirt/hair, with tags, and in its original packaging. You’ll also need to include the receipt or proof of purchase.
To start a return, you can contact us at email@example.com. Items sent back to us without first requesting a return will not be accepted. Please note that returns need to be sent to the following address: PO Box 28674, Saint Paul, MN 55128.
You will be responsible for paying for your own shipping costs for returning your item. If you are returning more expensive items, consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item. Depending on where you live, the time it may take for your exchanged product to reach you may vary.
You can always contact us with any return questions at firstname.lastname@example.org.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Custom products (custom-made saddles and bridles, personalized items, etc.) are not returnable and nonrefundable unless due to a manufacturer defect or failure to deliver. These returns or exchanges are governed by the manufacturer’s purchase and return policies. Please get in touch if you have questions or concerns about your specific item and we will try to help.
Unfortunately, we cannot accept returns on demo or consignment items, sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at email@example.com.
Contact us at firstname.lastname@example.org for questions related to refunds and returns.