1. Return Eligibility
We accept returns on eligible items within 30 days of the confirmed delivery date, provided all of the following conditions are met:
- The item is unused, unworn, and in its original condition
- All original packaging, tags, dust bags, and accessories are included
- The item has not been customized, altered, or fitted to a horse
- Proof of purchase (order confirmation or receipt) is provided
- A Return Authorization (RA) number has been obtained from us before shipping the item back
2. Non-Returnable Items
The following items are final sale and cannot be returned or exchanged under any circumstances:
- Custom-made or special-order saddles built to your specifications
- Saddles that have been ridden, fitted, or show any signs of use
- Items marked “Final Sale” or “Clearance” at the time of purchase
- Consumables such as saddle oils, leather conditioners, and cleaning products once opened
- Personalized or engraved items
- Gift cards and store credit vouchers
If you are unsure whether your item qualifies for a return before purchasing, please contact us at info@horsesaddleshopfr.com before completing your order.
3. How to Initiate a Return
To start a return, please follow these four steps:
Step 1 — Contact Us: Email info@horsesaddleshopfr.com with your order number, the item(s) you wish to return, and the reason for the return.
Step 2 — Receive Your RA Number: We will review your request within 2 business days and issue a Return Authorization (RA) number if your return is approved.
Step 3 — Pack and Ship: Securely pack the item in its original packaging and write the RA number clearly on the outside of the box. Ship the item to the return address we provide in our email.
Step 4 — Inspection and Confirmation: Once we receive and inspect the item, we will notify you of the outcome within 3 business days.
Returns sent without a valid RA number may be refused or significantly delayed. Horse Saddle Shop FR is not responsible for items lost during return shipping.
4. Return Shipping Costs
Return shipping costs are the responsibility of the customer, except in the following cases:
- The item received was defective or damaged upon arrival
- An incorrect item was shipped due to our error
In those cases, we will provide a prepaid return shipping label at no cost to you. For all other returns, we strongly recommend using a trackable shipping service and purchasing shipping insurance, especially for high-value items such as saddles. Horse Saddle Shop FR cannot be held responsible for items lost or damaged in transit during a return.
5. Refunds
Once your returned item has been received and inspected, we will process your refund as follows:
- Approved refunds are issued to your original payment method within 5–10 business days of inspection
- You will receive an email confirmation once the refund has been processed
- Original shipping charges are non-refundable unless the return is due to our error
- If you paid by credit card, please allow an additional 3–5 business days for the refund to appear on your statement, depending on your bank or card issuer
Please note that refunds cover the purchase price of the item only. Any duties, taxes, or customs fees paid at the time of delivery are non-refundable.
6. Exchanges
We are happy to offer exchanges for a different size, color, or model, subject to availability. To request an exchange:
- Follow the same return initiation process described in Section 3
- In your email, indicate that you are requesting an exchange and specify the replacement item you would like
- Exchanges are processed once the original item is received and passes inspection
- If the replacement item is higher in value, you will be charged the difference
- If it is lower in value, the difference will be refunded to your original payment method
7. Defective or Damaged Items
If you receive an item that is defective, damaged upon arrival, or does not match your order, please contact us immediately at info@horsesaddleshopfr.com. To help us resolve the issue as quickly as possible, please include:
- Your order number
- A clear description of the issue
- Photographs of the damage or incorrect item
- Photos of the original packaging if it was damaged in transit
- Please report damaged or defective items within 48 hours of delivery. Do not discard the original packaging, as it may be required for a carrier claim. We will offer one of the following resolutions: a full replacement, a partial refund, or a full refund. We will cover all return shipping costs for defective or incorrectly shipped items.
8. Saddle-Specific Policy
Due to the high value and specialized nature of equestrian saddles, the following additional conditions apply to all saddle purchases:
- Saddles must be returned in the exact condition in which they were received — no exceptions
- Saddles that have been placed on a horse, ridden, or adjusted to fit a specific horse are considered used and are not eligible for return
- Saddles showing scuff marks, dirt, horse hair, altered billets, or a modified tree width will be rejected upon inspection
- Custom-fitted or special-order saddles are strictly non-refundable under all circumstances
- We strongly recommend consulting our team before purchasing to ensure the correct fit for your horse and riding discipline
We encourage all customers to carefully review product specifications, measurements, and images before purchasing. Our team is always available to provide guidance — simply email info@horsesaddleshopfr.com.
9. Quick Reference Summary
| Scenario | Eligible? | Outcome |
|---|---|---|
| Unused item returned within 30 days | Yes | Full refund or exchange |
| Used or ridden saddle | No | Return refused |
| Defective item | Yes | Full refund + free return label |
| Wrong item received | Yes | Replacement + free return label |
| Custom or special-order item | No | Final sale, no return |
| Clearance or Final Sale item | No | Final sale, no return |
| Return requested after 30 days | Case by case | Contact us to discuss |
| Item missing original packaging | No | Return refused |
10. Contact Us
Our customer support team is here to help with any questions about your return, exchange, or refund. We aim to respond to all enquiries within 1–2 business days.
📧 Email: info@horsesaddleshopfr.com 🌐 Website: horsesaddleshopfr.com/contact 📍 Address: 4427 Hill Dr, Valrico, FL 33596, United States 🕒 Hours: Monday – Friday, 9:00 AM – 6:00 PM (EST)