At Horse Haven Shop, we understand that even the most carefully selected tack sometimes needs adjustment – just like your horse’s equipment before a big competition. Our returns policy reflects the same commitment to excellence that goes into our Grand Prix Team Verification process for every bridle we sell.

Our Return Promise

We stand behind our products with the same confidence we have in our premium equestrian gear. If any item doesn’t meet your expectations, we’ll make it right with the efficiency of a well-timed dressage movement.

Eligibility for Returns & Exchanges

To be eligible for return or exchange:

  • Items must be unused, in original packaging with all tags attached
  • Returns must be initiated within 15 days of delivery
  • Proof of purchase is required (order number or receipt)

Non-Returnable Items

For health and safety reasons, the following cannot be returned:

  • Horse Healthcare products (opened or used items)
  • Horse Fly Sprays & Fly Masks (hygiene considerations)
  • Horse Digestive Health supplements
  • Horse Calmers (all opened healthcare items)

Step-by-Step Return Process

  1. Initiate Your Return: Email our tack specialists at [email protected] with your request within 15 days of delivery
  2. Await Authorization: Our team will respond within 2 business days with return instructions
  3. Package Securely: Ship items back in original packaging using a trackable method
  4. Ship to: Horse Haven Shop Returns, 5743 Teller Street, Arvada, CO 80002

Refund Timeline & Methods

Once we receive and inspect your return:

  • Processing Time: 3-5 business days
  • Refund Method: Original payment form (credit card/PayPal)
  • Appearance on Statement: 5-10 business days depending on your financial institution

Note: Original shipping fees are non-refundable unless the return is due to our error.

Exchange Process

For size exchanges or different products:

  1. Follow the standard return process above
  2. Include a note specifying your desired exchange item
  3. We’ll ship the new item once the return is processed (additional charges may apply for price differences)

Return Request Template

Use this template to ensure we have all needed information:

Subject: Return Request – Order #[Your Order Number] Dear Horse Haven Shop Team, I would like to request a return/exchange for the following item(s) from order #[Your Order Number]: Product Name: [Product Name] SKU/Item Number: [If available] Reason for Return: [Size, Defect, Wrong Item, etc.] I confirm the item(s) are unused and in original packaging with all tags attached. Please provide return authorization and instructions at your earliest convenience. Best regards, [Your Full Name] [Your Contact Information] [Order Date if known]

International Returns

For our global customers outside the U.S.:

  • You are responsible for return shipping costs
  • Mark the package as “Returned Goods” to avoid customs fees
  • Refunds will be processed in USD and may be subject to exchange rate fluctuations

Damaged or Incorrect Items

If you receive a damaged or wrong item (which we check for as thoroughly as our leather quality control):

  • Contact us immediately at [email protected]
  • Include photos of the issue
  • We’ll arrange prepaid return shipping if needed

For any questions about our returns policy, our Colorado-based tack specialists are ready to assist at +1 (303) 555-HELP or via email.

Last Updated: [Insert Date]