At Equestrian Haven, we take pride in providing premium equestrian apparel, country clothing, and horse care products that meet the highest standards. However, if you’re not completely satisfied with your purchase, we’re happy to offer returns or exchanges within 15 days of receiving your order.

Please Note: For hygiene reasons, we cannot accept returns on horse boots, horse rugs, health & grooming products, and feed & supplements unless they are faulty or damaged upon arrival.

Eligibility for Returns & Exchanges

  • Items must be unused, in their original condition with all tags attached
  • Original proof of purchase is required
  • Returns must be initiated within 15 days of delivery
  • Personalized or custom-made items cannot be returned

Simple 3-Step Return Process

Step 1: Submit Your Return Request

Email our customer service team at [email protected] with the following information:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Equestrian Haven Team, I would like to request a [return/exchange] for the following item(s) from my order #[Your Order Number]: – Item Name: – Size/Color: – Reason for Return/Exchange: – Preferred Resolution: [Refund/Exchange for (specify item)] Please find attached photos if the item is damaged or defective. Best regards, [Your Full Name] [Your Contact Number]

Step 2: Receive Your Return Authorization

Within 1-2 business days, we’ll email you a Return Merchandise Authorization (RMA) number and return instructions. Please include this RMA number with your return package.

Step 3: Ship Your Return

Pack your items securely in the original packaging if possible, include your RMA number, and ship to:

Equestrian Sales Store
Returns Department
4318 Delaware Avenue
San Francisco, US 94108

Return Shipping: Customers are responsible for return shipping costs unless the return is due to our error or defective merchandise. We recommend using a trackable shipping service.

Refund Processing

  • Timing: Refunds are processed within 3-5 business days after we receive and inspect your return.
  • Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal).
  • Deductions: Original shipping fees are non-refundable, and a restocking fee may apply for non-defective returns.

Exchange Policy

For size or color exchanges:

  1. Follow the standard return process above
  2. Clearly indicate your desired exchange item in your return request
  3. We’ll ship your new item once we receive the original
  4. You’ll be responsible for any price differences and additional shipping costs

International Returns: For our global customers (excluding some Asian countries and remote areas), please note that return shipping costs and any applicable customs duties are the customer’s responsibility. We cannot refund original shipping costs for international orders.

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us immediately at [email protected] with photos of the issue. We’ll arrange for a free return and expedite your replacement or refund.

Questions?

Our San Francisco-based customer service team is happy to assist with any questions about our returns process. Contact us at [email protected] or call +1 (415) XXX-XXXX during business hours (9am-5pm PST, Monday-Friday).

Thank you for being part of the Equestrian Haven community. We’re committed to ensuring your complete satisfaction with our premium equestrian products and country lifestyle offerings.