At The Equestrian Gear Shop, we understand that finding the perfect fit for both you and your equine partner is as important as a well-balanced seat. While we strive to provide detailed product descriptions and sizing guides, we know that sometimes gear needs to be exchanged or returned. Our policy is designed with the same care we put into selecting our premium equestrian products.

Our Return Promise

We accept returns and exchanges within 15 days of receiving your order. All items must be:

  • In original, unused condition with all tags attached
  • In original packaging (especially important for safety gear like helmets and Hit Air vests)
  • Accompanied by proof of purchase

Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns on:

  • Helmets (ASTM/SEI certified safety gear cannot be resold once opened)
  • Fly Gear (hygiene products like fly masks and sheets)
  • Gloves (for hygiene reasons)
  • Custom or special order items

This policy helps ensure all riders receive gear that meets our high safety standards.

How to Return or Exchange

Follow these simple steps to initiate your return or exchange:

Step 1: Submit Your Request

Email our customer service team at [email protected] within 15 days of receiving your order. Use the following template to ensure we have all necessary information:

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Equestrian Gear Shop Team,

I would like to request a [return/exchange] for my recent order #[Your Order Number].
Item(s) for return/exchange: [Product Name(s), Size(s), Color(s)]
Reason for return/exchange: [Please provide details]
Preferred resolution: [Refund/Exchange for (specify product if exchanging)]

Shipping Address:
[Your Full Name]
[Street Address]
[City, State/Province, Postal Code]
[Country]

I confirm the items are unused and in original condition with all tags attached.

Sincerely,
[Your Name]
[Your Contact Email]
[Your Contact Phone Number – optional]

Step 2: Wait for Authorization

Our team will respond within 1-2 business days with:

  • Return authorization number
  • Shipping instructions (return address and any special instructions)
  • Exchange options if applicable

Step 3: Ship Your Return

Package your items securely (we recommend using the original packaging) and include:

  • The completed return form (will be emailed to you)
  • Original receipt or packing slip

Ship to:
The Equestrian Gear Shop Returns
2732 Ashton Lane
Austin, TX 78701
United States

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping method as we cannot be responsible for lost return packages.

For exchanges to international locations, additional shipping charges may apply.

Refund Process

Once we receive and inspect your return:

  • Timing: Refunds are processed within 3-5 business days after we receive your return
  • Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Notification: You’ll receive an email confirmation when your refund is processed

Note: Depending on your financial institution, it may take additional time for the refund to appear on your statement (typically 3-10 business days).

Exchange Process

For exchanges:

  • We will ship your replacement item once the original item is received and inspected
  • You’ll receive tracking information for your new shipment
  • If the exchanged item is of higher value, you’ll be invoiced for the difference
  • If the exchanged item is of lower value, we’ll refund the difference

Damaged or Defective Items

If you receive a damaged or defective item (quality is as important to us as it is to your ride):

  • Contact us immediately at [email protected]
  • Include photos of the damage or defect
  • We’ll arrange for a replacement or refund and provide a prepaid return label if needed

Still Have Questions?

Our customer service team is ready to assist you with any questions about returns or exchanges. Contact us at:

Email: [email protected]
Phone: [Insert Customer Service Phone Number]
Hours: Monday-Friday, 9am-5pm CST

We appreciate your trust in The Equestrian Gear Shop for all your riding needs – from bridles to breeches and everything in between. Happy riding!