Return Policies

  • What is your saddle return policy?

    Thank you for your interest in purchasing a saddle from Equestrian Collections. We want it to work well for both you and your horse, so have developed a policy that lets you try it out.
     
    We would like you to be aware of how you need to take care of the saddle in case you need to return it for an exchange or refund. Please read our instructions carefully before proceeding with the trial.
     

    Trying out your new saddle

    Please open the box carefully and retain all packaging and paperwork. Check the Saddle Condition Report that is attached to the saddle. It will indicate if the saddle is completely unused, or if, for instance it has been tried out in any way.
     
    When trying out a saddle from Equestrian Collections, place a clean saddle pad under the saddle and girth it up, wrap the leathers in vet wraps, tube socks or halter fuzzies.
     
    You can ride in the saddle lightly, one to two times. We would recommend riding on the grass on a dry day and not in a dusty ring that will coat the saddle. Use your judgment – however, we stress that a full refund can only be given if the saddle is absolutely clean and shows no sign of wear.
     

    Need to return your saddle?

    If the saddle does not fit you or your horse, notify us within 7 days of receipt. Please call our Toll Free # 877-872-4415 and you will be given a Return Merchandise Authorization Number (RMA #) to be placed on the outside and the inside of the box. Please do not E-mail us with this notification. Boxes that come back to us without an RMA # will be returned to the customer.
     

    Ship the saddle back to us within 5 days after receiving your RMA # in the box that it came in. Please insure and track the package.We cannot give a refund for a saddle that does not make it back to us.

     
    We stress that a full refund can only be given if the saddle is absolutely clean, returned in its original packaging and shows no signs of wear.
     
    There will be a $20 restocking fee applied to all returned saddles whether for refund or exchange.
     

    Customer Care

    If you have any questions, please call Kathy or Stephanie, who will be happy to guide you through the saddle-buying process. At Equestrian Collections, we understand what an important purchase this can be and we want this to be a very positive and stress-free experience for you! Toll free 877-872-4415.
     
     

    Saddle Test Ride Program

    TEST RIDE A SADDLE FOR A WEEKEND BEFORE YOU BUY!

    Equestrian Collections wants you to be thrilled with your new saddle purchase.  We have a Test Ride Program so that you can try out a saddle before you order your final choice or select to buy the Test Ride Saddle if it is the perfect one for you and your horse.

     

    Select any saddle from our Test Ride program and you have a Week-End to ride in it with your own leathers and pads.

     

    We have Test saddles from Ovation, Pessoa, Henri de Rivel and will consider more as we get requests.

     

    Benefits of the Equestrian Collections Saddle Test Ride Program

     

    ·          Use your own leathers – we will supply covers for your leathers

    ·          Ride in it over a Weekend – we know week days can be difficult

    ·          Ride without a saddle pad to be sure it fits

    ·          Ride with a saddle pad to see how it feels

    ·          Return or purchase the saddle

     

     

    Our Test Ride Program gives you enough time to experience the feel and fit of the saddle – to make sure it suits both you and your horse or horses. And if the Test Ride saddle is so perfect that you can’t bear to part with it - you may be able to keep it.    However, a Test Ride saddle will not be discounted further than our regular low everyday price.

     

     

    How it Works

    You will need to order your Test Ride saddle so that it gets to you before a weekend.  We ship UPS Ground and depending on your Zip Code, your saddle will take from one to 6 BUSINESS days.

     

    On the Monday after your Weekend Test Ride, you need to call us before 5.0 pm EST for you RMA number.  Without that Return Authorization Number, we cannot accept the saddle for return. 

     

    If you would like to keep the Test Ride saddle, this is the time to let us know.

     

    Once you have the RMA number, the saddle needs to be on its way back to us insured and with a tracking number by 5.0 pm EST the next day - Tuesday.  Email us the tracking number, so that we can expect its return and book it out to the next Test Rider.  

     

    ce the Test Ride Saddle has been returned to us.  Any late fees will be added before we issue your credit.

    Saddles shipped late will be charged a $10 per day late fee.  Once in transit, the fee does not continue to be assessed.

    Saddles in our Test Ride Program

    Saddles currently in our Saddle Test Ride Program can be seen on our upper navigation bar under Saddle Central and each saddle displays a 'Test Ride Saddle' Icon. Look for the Test Ride icon throughout our website – buying a saddle has never been easier!!

     

    Call 1-877-872-4415  to see which saddles are available or to be put on the waiting list for that saddle.   Test Saddles are subject to availability and we reserve the right to change, add or drop Test Ride Saddles from our program without notice.

     

     

    Charges and Fees

    The full purchase price of the Test Ride Saddle, plus shipping and handling charges will be put on your Credit Card.   The purchase price will be refunded on

  • How do I return an item?

     
    Satisfaction Guaranteed
     
    We want you to be satisfied with every product that you receive from us.  Everything that you purchase from us comes with our Guarantee.
     
    Returns are Easy!
     
    If any stock item does not meet your expectations, Equestrian Collections will gladly accept returns of any stock item within 30 days of the date of the invoice.  With the exception of saddles, a return authorization is not required. 
     
    Refunds for returns received more than 30 days after the invoice date will be issued as store credit. Oulet items are returnable for store credit only.  For saddles, please see the Saddle Return Policy included with your shipment
     
    All merchandise must be unworn and in original condition with tags attached.  Individually boxed items (i.e. boots, shoes, helmets) must be returned in their manufacturer’s boxes in original condition. They must be mailed within another box or wrapped.
     
    Due to health concerns any horse blanket returned must be clean and hair free, otherwise it will be returned to you.  Up to a 20% restocking fee per item will be charged on any merchandise not returned in original condition, as well as on boxed items not boxed or wrapped.
     
     
    Special Exceptions
    • All semi-custom and custom items are made especially for you and are not returnable except for manufacturers’ defects.
    • Our store policy is to not accept panties, body jewelry, or makeup for returns.
    • Due to health concerns any horse blanket returned for defects must be clean and hair free, otherwise it will be returned to you.
    How to return items that did not work for you  
     
    Items that are eligible to be returned should be returned as follows:
    • Use the Return Address located on the bottom of the back of your invoice to ship your Return Package.
    • Make sure to include a copy of your invoice with the item(s) you are returning listed on it.
    • Please fill out the reasons for the return.
    When we receive your package and check its contents, we will credit your credit card or send you a check for the amount of the merchandise. The original shipping and handling charges are not refundable.
    For questions, please email at customerservice@equestriancollections.com or call us toll free at (877) 872-4415.

    If you would like to change an item for a different one
     
    Please return the original item (you will be refunded your original purchase price within 30 days of receipt of the item) and place another order online or on the phone for the item you wish to purchase. These will be treated as two separate transactions for accounting purposes. You do not have to wait for us to receive the original item before placing the new order.

    We are always happy to offer sales pricing on various items.  However, if you need to return an item that was purchased at a sales price- the replacement item may not be available at the same discount pricing.

    If you would like us to use your credit from your return on your new order please indicate it in the Customer Comments box on your order.  If you would like the difference charged to an alternate credit card, please call us at (877) 872-4415 to provide the new credit card information.
     
     If there is a balance on your account, we will issue a refund to the credit card or Pay Pal account you originally used.
     
    Our Mistakes
     
    If we made a mistake on your order, or your merchandise is damaged or defective, your return surface shipping charge will be reimbursed for that item per the UPS ground rate.  Packages returned C.O.D. will not be accepted.

  • How long will it take to process?



    Returns can take up to 30 days processing time once they reach our warehouse. You will receive an email once your item has been received into our system. Please remember that it may take your financial institution up to 3 days  from the date we issue your credit for it to post in your account. 


    If you paid by check or money order we will send you a check in less than 30 days from the time we receive your return. 


    Your paypal account will be credited within 30 days of receipt of your product to our warehouse.



  • How will my money be credited to me?

    How will my money be credited to me?
    Refunds will be made using the original form of payment, i.e., check for a check, or credit card for credit card will be credited, Pay Pal Account to the same Pay Pal account.

  • What is your saddle try-out policy?

     
    Two choices that make buying a saddle on Equestrian Collections easy!!
    • Limited Trial Purchase
    • Test Ride Program
    Thank you for your interest in purchasing a saddle from Equestrian Collections. We want it to work well for both you and your horse, so have developed two different programs that let you try a saddle out before you buy it.
     

     

    Limited Trial Purchase
     
    With our Limited Trial Purchase, you will be able to girth the saddle up and sit in it to check to see that it fits and is comfortable for both you and your horse.  You will not, however, be able to ride around in it.  You will need to care for the saddle extremely carefully, and follow our specific use instructions.  If you do not, you will not be able to return the saddle and get a refund.   Please read our instructions carefully before proceeding with the trial.   The instructions will include how to send the saddle back to us, including getting an RMA number and how to package the saddle.
     
    Trying out your new saddle in the Limited Trial Program
    Please open the box carefully and retain all packaging and paperwork. Check the Saddle Condition Report that is attached to the saddle. It will indicate if the saddle is completely unused, or if, for instance it has been tried out in any way.

    When trying out a saddle from Equestrian Collections, place a clean saddle pad under the saddle and girth it up, wrap the leathers in vet wraps, tube socks or halter fuzzies.

    You can certainly move the horse forward in it to see how it works for you and your horse, however we stress that a full refund can only be given if the saddle is absolutely clean and shows no sign of wear.  Please do not oil or use conditioner on this saddle if you are going to return it, as this will render it unreturnable.  Just wipe it over with a cloth dampened with plain water to remove any barn dust or grime.
     

    Charges and Fees

    The full purchase price of the Limited Trial Purchase Saddle, plus shipping and handling charges will be put on your Credit Card when we ship the saddle to you.   The purchase price will be refunded if the saddle is returned to us in new condition, with no signs of wear. You are responsible for any shipping and handling charges.  There is an additional $10.00 shipping fee for saddles.

     
     
    Saddle Test Ride Program
     
    Test ride a saddle for a weekend before you buy!  Equestrian Collections wants you to be thrilled with your new saddle purchase. We have a Test Ride Program so that you can try out a saddle before you order your final choice or select to buy the Test Ride Saddle if it is the perfect one for you and your horse.

     

    Select any saddle from our Test Ride Program and you have a week-end to ride in it with your own leathers and pads.

     

    We have Test saddles from Ovation, Pessoa, Wintec, Bates and Henri de Rivel and will consider more as we get requests.

     

    Benefits of the Equestrian Collections Saddle Test Ride Program

     

    • Use your own leathers – we will supply covers for your leathers
    • Ride in it over a weekend – we know week days can be difficult
    • Ride without a saddle pad to be sure it fits
    • Ride with a saddle pad to see how it feels
    • Return or purchase the saddle

     

    Our Test Ride Program gives you enough time to experience the feel and fit of the saddle – to make sure it suits both you and your horse or horses. And if the Test Ride saddle is so perfect that you can’t bear to part with it - you may be able to keep it.    Please note, however, that a Test Ride saddle will not be discounted further than our regular price.

     

     

    How it Works

    You will need to order your Test Ride saddle so that it gets to you before a weekend.  We ship UPS Ground and depending on your Zip Code, your saddle will take from one to six BUSINESS days.

     

    On the Monday after your Weekend Test Ride, you need to call us before 5:00 pm EST for you RMA number.  Without that Return Authorization Number, we cannot accept the saddle for return. 

     

    If you would like to keep the saddle, then this is the time to let us know.

     

    Once you have the RMA number, the saddle needs to be on its way back to us insured and with a tracking number by 5:00 pm EST the next day - Tuesday.  E-mail us the tracking number, so that we can expect its return and book it out to the next Test Rider.  

     

    Saddles shipped late will be charged a $10 per day late fee.  Once in transit, the fee does not apply.

    Saddles in our Test Ride Program

    Saddles currently in our Saddle Test Ride Program can be seen on our upper navigation bar under Saddle Central and each saddle displays a 'Test Ride Saddle' icon. Look for the Test Ride icon throughout our website – buying a saddle has never been easier!!

     

    Call 1-877-872-4415 to see which saddles are available or to be put on the waiting list for that saddle.   Test Saddles are subject to availability and we reserve the right to change, add or drop Test Ride Saddles from our program without notice.

     

     

    Charges and Fees

    The full purchase price of the Test Ride Saddle, plus shipping and handling charges will be put on your Credit Card.   The purchase price will be refunded once the Test Ride Saddle has been returned to us.  You are responsible for any shipping and handling charges.  Any late fees will be added.

  • What are your general return policies?

     
    Our Guarantee:
     
    If you're not satisfied with your purchase for any reason, you may return any unworn items for a refund or store credit, subject to the terms below.
     
    • All sales of opened hosiery, panties, and closeout merchandise are final and no returns will be accepted. Please be sure you choose the correct size and color when purchasing these items.
    • We will not accept the return of "Intimate Wear" once it has been worn. We strictly adhere to this law and will not accept any worn items.
    • When you receive your merchandise please take a moment to inspect the garment for damages, size, and color. For the health and safety of our employees, returns of worn items will not be accepted.
    • Wigs and hair pieces are a final sale and can not be returned.
    • We will not accept the return of body jewelry once it has been worn for health reasons.
    • We understand that it is important to you that make-up and skin care items be preserved in their original packaging. Our guarantee to you is that no container has been opened, for any reason whatsoever, prior to our shipping the product to you.   To ensure this for you and each of our customers, make-up and skin care items are non-returnable.
    • DVD/VHS returns must be unopened and still in their plastic wrap. We can not accept returns on opened DVD/VHS due to International copyright laws.
    • Outlet items are returned for store credit only.
    • Returns that smell of perfumes or smoke or have been exposed to animals and pet hair will not be accepted for return.
    • We require a Return Authorization Form for Saddles.  In order to get authorization for a saddle return, we must be notified within 14 days of receipt of merchandise. Contact us for a Return Authorization number (RA#) before returning the product. Returns without RA#'s will be refused. Test Ride Saddle have their own RA policy which is addressed under Saddle Return Policy.
    • Returns must be made within 30 days of the date on the Invoice and be accompanied by a copy of your original Invoice and with all tags intact for full credit. The items must be unworn, unused, and unwashed, with all tags and labels intact, and in original condition. Items not returned in original condition will be subject to up to 20% restocking fee.
    • We will credit your credit card, credit your PayPal Account or send you a check for the amount of the merchandise only. We cannot refund shipping charges or gift wrap charges.
    • We are alway happy to offer sales pricing on various items.  However, if you need to return an item that was purchased at a sales price- the replacement item may not be available at the same discount pricing.

  • Footwear. Can I return it?

    We want you to be absolutely satisfied with the footwear that you have ordered from us. Here are some suggestions about trying them on and some thoughts on fit:
     
    • Please take the time to try them on and walk in them on a carpet inside the house.
    •  If your feet are prone to swell by the end of the day, then this would be a good time to try them on.
    • All tall riding boots will slip at the heel until you have worn them for a while.  This is to be expected and is not fault in the fit.  Given a little time, your heel will mold the back of the boot to fit and the slipping will stop.
    • Trying tall boots on with a nylon boot sock or panty hose will help them slide on easier.
    • Please do not put baby powder or boot stretch on your boots until you have decided to keep them, as this will make them non-returnable.
    • Tall boots should be snug and look "too tall". This is because they will drop at the ankle over a period of time.  So start 1-1.5 inches taller than you think you want them.   Dress boots with a stiffened back used for dressage will not drop.
    • You will need to use boot hooks to get tall boots on that do not have zippers.  If you can just pull them on without using hooks, they are probably too big/wide.   To get them off again, please have someone pull them off for you, or use a boot pull WITH CARE.   Position the boot in the pull so that it cannot catch the sole of the boot and pull it off.   Obviously, we cannot accept boots back that have had the soles pulled off in that fashion. 
    • Once you have worn footwear outside, they are not returnable.  
     
    If you need to return your footwear for any reason, please rebox your boots carefully and then wrap the box in brown paper. Please do not stick shipping labels directly on to the box as we want to be able to send out the boots to another customer looking as fresh and nice as when you recieved them.

  • Underwear. Can I return it?

    • All sales of opened panties and such intimate items are final and no returns will be accepted.   Please be sure you choose the correct size and color when purchasing these items.

  • Custom items. Can I return them?

    We hope that you LOVE your custom product and are thrilled with the choices that you made while creating it.
     
    Custom items have been especially made to your specifications and therefore are uniquely YOURS and cannot be returned.
     
    Custom items can only be returned if they have a manufacturer's defect.

  • Semi-Custom items. Can I return them?

    Semi-Custom items are ones that have been customized for you from a base product.   You will have made choices of size, color or fit that made this product the way you wanted it to be.  We hope that you love the choices that you made and are happy with this distinct semi-custom item.
     
    Because you helped create it, it is uniquely yours and is not returnable, other than in the unlikely case of a defect in their manufacturing.

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