100% Awesome Gear Guarantee
If you don’t like it / if it doesn’t fit / if it dies… you can probably return for store credit or exchange it, just use your best judgement: You can return most items for a replacement within 1 year of purchase. This guarantee doesn’t cover ordinary wear and tear or damage caused by upper level use. What it absolutely covers is a manufacturing defect in its materials or workmanship. We don’t tolerate bad manufacturing – it can be dangerous and it’s just not cool.
Returns process: please don’t just send things back to us without notifying us first! 🙂 We have an easy return process because we WANT your feedback. We want to carry ONLY the best products so let’s demand quality together – please give us your feedback on our product descriptions, the sizing, quality and overall experience & we will work with you to fix what’s broke.
Online & In Store Exchanges are complementary…
We pay for exchange shipping on items over $75 being returned within 15 days of you receiving the item (based on tracking code) due to sizing issues (too small, too big). We’ll send you a prepaid shipping label for those situations (domestic only, some items not included). For orders / items < $75, over 15 days from delivery date or for refunds without exchange, we will replace / refund the item but we ask that you pay the shipping.
Custom orders CAN be returned but a full refund cannot be given unless we messed up the order. Custom item returns – are managed on a case by case basis so let us know you would like a return / exchange and we’ll work with you to find the best possible set of options.
Defective Products Are Replaced: Fail happens. If what you buy from us fails under “normal” through highly demanding Eventing conditions, we will replace it unless it’s a bridle and your horse steps on the reins and rips it apart (that’s called an accident, sorry).
For International Shipments: Only defective products will be replaced. All others can be returned but it’s at the expense of the customer. Please be sure you fully understand the costs of importing products into your country. We are NOT responsible for taxes / customs / duties / VAT / tribute / etc your country imposes on imports or the carrier imposes on you for customs brokerage – you not knowing the cost (typically a % of the invoice cost) is NOT grounds for a return at our expense.