At Horse Rider Shop, we’re committed to your complete satisfaction with every purchase. As fellow equestrians, we understand the importance of gear that fits perfectly and performs flawlessly. If for any reason you’re not completely satisfied with your order, our straightforward returns and exchanges process ensures a hassle-free experience.

Important Note: All returns and exchanges must be initiated within 15 days of receiving your items. Products must be in original condition with tags attached and in original packaging.

Return & Exchange Process

Step-by-Step Guide

1 Review Your Item

Check that your item meets our return criteria:

  • Within 15 days of delivery
  • Unused and in original condition
  • Original tags and packaging intact
  • Not a non-returnable item (see below)
2 Submit Your Request

Email our customer service team at [email protected] with the following information using our template below.

3 Wait for Authorization

We’ll respond within 24-48 hours with a Return Authorization Number and shipping instructions.

4 Ship Your Return

Package your item securely and ship to our address:

Horse Rider Shop
4134 Aaron Smith Drive
York, US 17404

Please include the Return Authorization Number clearly on the package.

5 Processing

Once we receive and inspect your return (typically 3-5 business days after arrival), we’ll process your refund or exchange.

Return & Exchange Request Template

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

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Horse Rider Shop Team, I would like to request a [return/exchange] for my recent order. Order Information: – Order Number: [Insert your order number] – Order Date: [Insert order date] – Product(s) to Return: [List product name(s) and quantity] – Reason for Return/Exchange: [Please specify] Exchange Preference (if applicable): – Desired Size/Color/Product: [Specify your preference] Customer Information: – Full Name: [Your full name] – Email Address: [Your email address] – Shipping Address: [Your complete address] I confirm that the item(s) are unused, in original condition with tags attached, and in original packaging. Thank you for your assistance. Sincerely, [Your Name]

Refund Information

Refund Timeline

  • Credit Card/PayPal Payments: Refunds are processed within 3-5 business days after we receive and approve your return. It may take 5-10 additional business days for the refund to appear on your statement, depending on your financial institution.
  • Original Shipping Costs: Shipping fees are non-refundable unless the return is due to our error or a defective product.

Refund Method

Refunds will be issued to the original payment method used for purchase (Visa, MasterCard, JCB, or PayPal account).

Non-Returnable Items

For hygiene and safety reasons, the following products cannot be returned or exchanged unless defective:

  • Body Protectors (once removed from packaging)
  • Bits and Bit Accessories (for hygiene reasons)
  • Opened Care and Cleaning products
  • Personalized or custom-made items
  • Items marked as final sale

Exchange Policy

We’re happy to exchange items for a different size or color, subject to availability. If your preferred exchange item is unavailable, we’ll process a refund instead.

Defective or Incorrect Items

If you receive a defective product or incorrect item, please contact us immediately at [email protected]. We’ll arrange for a prepaid return label and expedite your replacement at no additional cost.

International Returns

Customers outside the United States are responsible for return shipping costs and any applicable customs fees. We recommend using a trackable shipping service and retaining your proof of postage.

Questions?

Our customer service team – fellow riders who understand your equestrian needs – is here to help!

Email: [email protected]
We typically respond within 24 hours during business days.

Thank you for choosing Horse Rider Shop as your trusted partner in premium equestrian excellence.