At Horse Care World, we stand behind the quality of our equestrian products. We understand that finding the perfect fit for both you and your horse is essential, which is why we offer a straightforward returns and exchanges process for items that don’t meet your expectations.

Key Policy Summary:
  • Return Window: 15 days from the date of delivery
  • Condition: Items must be unused, in original packaging with tags attached
  • Non-Returnable Items: Demo Saddles, Dewormers, First Aid & Creams, Fly Control products, and opened Hoof Care items
  • Refund Method: Original payment method (processed within 5-7 business days)

Our Return & Exchange Process

Step 1: Initiate Your Return Request

To begin the returns process, please contact our customer care team within 15 days of receiving your order. Send your return request to [email protected] with the following information:

  • Your full name and order number
  • The item(s) you wish to return or exchange
  • Reason for return
  • Whether you prefer a refund or exchange

Step 2: Wait for Authorization

Our team will respond within 1-2 business days with a Return Merchandise Authorization (RMA) number and instructions for returning your item. Please do not ship items back without this authorization.

Step 3: Package and Ship Your Return

Securely package the item in its original packaging with all tags attached. Include a copy of your order confirmation or a note with your RMA number and order details. Ship to:

Horse Care World Returns
2239 Levy Court
Seattle, US 98101
USA

Please note: Return shipping costs are the responsibility of the customer unless the return is due to our error or a defective product.

Step 4: Processing Your Return

Once we receive and inspect your returned item (typically within 5-7 business days after delivery to our facility), we will process your refund or exchange. You will receive an email confirmation once this is complete.

Refund Information

Refund Timing

Refunds are processed within 5-7 business days after we receive and approve your return. The timing for the refund to appear in your account depends on your financial institution:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days after processing
  • PayPal: 3-5 business days after processing

Refund Amount

Your refund will include the purchase price of the returned item(s). Original shipping fees are non-refundable unless the return is due to our error.

Non-Returnable Items

To ensure the health and safety of our equestrian community, the following product categories cannot be returned or exchanged for hygienic and safety reasons:

  • Demo Saddles (due to personalized fitting and hygiene reasons)
  • Dewormers (pharmaceutical products)
  • First Aid & Creams (medical and topical products)
  • Fly Control products (chemical-based solutions)
  • Opened Hoof Care products (unsealed items cannot be resold)

Please contact us if you receive any of these items damaged or defective, and we will gladly work with you to find a solution.

Return Request Template

Copy and paste the template below into an email to [email protected] to initiate your return:

Subject: Return Request – Order #[Your Order Number] Dear Horse Care World Customer Service Team, I would like to request a return/exchange for my recent order. Order Number: [Your Order Number] Name: [Your Full Name] Email: [Your Email Address] Phone: [Your Phone Number – optional] Item(s) to be returned: [Product Name], [Size if applicable], [Color if applicable] Reason for return: [Please specify reason – fit, defect, wrong item, etc.] I would prefer: [Refund / Exchange for (specific product if exchanging)] I have read and understand the Returns & Exchanges policy on your website. Thank you for your assistance. Sincerely, [Your Name]

Questions About Returns?

Our customer care team is here to help you with any questions about returns, exchanges, or finding the right equestrian products for your needs. Contact us at [email protected] and we’ll respond within 1-2 business days.

At Horse Care World, we’re committed to ensuring your complete satisfaction with our products, because we understand that your horse’s comfort and performance are paramount.