Returns & Exchanges

Our Returns & Exchanges Promise

We offer a straightforward and fair returns and exchanges process for items purchased on www.buyhorsegear.com. You may return or exchange most new, unused items in their original packaging within 15 days of the delivery date.

Step-by-Step Return & Exchange Process

1. Initiate Your Request: Within 15 days of delivery, contact our Chicago-based support team at [email protected] with your order number and details about the item you wish to return or exchange. Use the template provided below to ensure we have all necessary information.
2. Receive Instructions & RMA: We will respond promptly (typically within 1-2 business days) with a Return Merchandise Authorization (RMA) number and detailed instructions on where to send your package. Returns without an RMA number cannot be processed.
3. Pack and Ship: Securely pack the item(s) in their original packaging, including all accessories, tags, and documentation. Include a copy of your packing slip or a note with your RMA number and order number. Ship the package to the address we provide. We recommend using a trackable and insured shipping service.
4. Inspection & Processing: Once received at our facility, our team will inspect the returned item(s). Upon approval, we will notify you and begin the refund or exchange process.

Return/Exchange Request Email Template

To expedite your request, please copy and paste the template below into an email to [email protected] and fill in the bracketed information.

Refund Timeline & Method

After we receive and approve your return:

• Timeline: Refunds are processed within 5-10 business days.
• Method: The refund will be issued to the original payment method used during purchase (e.g., Visa, MasterCard, JCB, or PayPal). The time it takes for the refund to appear in your account depends on your financial institution’s policies.
• Deductions: Please note that original shipping fees (both Standard and Free Shipping) are non-refundable. If your return is due to an error on our part, we will cover all associated shipping costs.

Non-Returnable Items

To ensure the health, safety, and integrity of our products for all our global riders, the following items are final sale and cannot be returned or exchanged unless they arrive defective or damaged:

• Personal Hygiene & Safety Items: Products where hygiene is paramount for user safety.
  • Bits (due to intimate contact and hygiene considerations).
• Custom or Special Order Items: Any product ordered specifically for a customer that is not part of our standard curated inventory.
• Used or Damaged Items: Any item not in its original, unused condition, with tags removed, or with packaging damaged.
• Clearance or Final Sale Items: These will be clearly marked as “Final Sale” on the product page at the time of purchase.

If a non-returnable item arrives defective, please contact us immediately at [email protected] with photos of the issue, and we will resolve it promptly.

Exchanges

Exchanges are subject to product availability. If you wish to exchange an item for a different size, color, or product, please indicate this in your initial request. We will process the exchange once the original item is received and inspected. If the desired exchange item is of higher value, you will be charged the difference. If it is of lower value, we will refund the difference.