We know that sometimes even the most perfect things don't quite work out! That's why we are happy to process returns/exchanges for our customers. We are located in Ottawa, Ontario, Canada.
REFUNDS
Items are eligible for a FULL REFUND within 14 days of purchase. For online orders this begins the date your package is recorded as delivered by the postal carrier. Items MUST be in their original/unused condition, with original tags, in undamaged packaging with proof of purchase.
Customers will be refunded to their original payment method for the full amount paid (less shipping charges) and also excluding any extra shipping charges that were paid such as express shipping fees. This encompasses orders that an incorrect size/color was ordered etc. Return shipping expenses will not be reimbursed.
If the item is being returned due to being defective, or an item was sent mistakenly by our team, a full refund will be issued (including all shipping costs) with a return shipping label provided at our cost.
Should an item be returned to us and original packaging is absent or damaged, a re-stocking fee of 20% will be applied to the return if we deem it returnable at all.
Once a refund for an online order is started by us it may take up to 48 hours for clients to recieve the refund email notification due to proccessing times by Shopify. Once this email is recived the refund typically takes 5-7 business days to be seen back in your account. Due to varying processing times at clients banks, it might take up to 10 business days for the refunded amount to be received but can also be quicker than 5-7 busniess days.
*Note* Saddle purchases in store or online are not considered saddle trials and cannot be turned into a saddle trial. Saddle trials can only be competed with applicable paperwork in person or on the phone if not in store. A saddle trial has to be specifically set up with a staff member at Vision Saddlery.
Any orders cancelled before shipping due to any reason other than a stock issue will incur a 5% restocking fee of subtotal price before tax. This covers fees incurred to Vision Saddlery by the payment provider which are non refundable.
For Christmas presents we extend our policy to 30 days after the date of purchase. Please add a note to your order on the checkout page to inform us if you can! If you need more time than this please let us know either by email or make a note on your order as well.
RETURN FAQ’s
If I have to ship it back, do I pay shipping?
In the rare event we have shipped you the wrong product or it is defective, we will be more than happy to pay for the shipping back to us. If however the product is being returned or exchanged due to improper fit, or the customer simply no longer wants the product, the shipping needs to be paid by the customer.
Do I get a full refund?
With proof of purchase, we offer full refunds for the products' purchase price when the item is returned in the same condition it left the store with all original tags still attached and if shipped in a box, the box in original condition as well and not damaged or taped (example helmet, boots etc), within 14 days of purchase. Product that comes in packaging (box, container) must be returned inside another box as not to damage the packaging. If a product is returned not in original condition or with damaged packaging, we reserve the right to either not refund or partially refund the item or charge a 20% re-stocking fee due to violation of our policy. Refunds for purchases made through our website online can take 2-10 days to go back into your account once processed.
How long do I have to return something?
We offer a 14 day full money back return with proof of purchase on all products in new condition. For online orders, the 14 day period begins upon delivery of your shipment.
*Note* Saddle sales in store or online are not saddle trials and cannot be turned into a saddle trial. Saddle trials are only done with a staff member either in person or on the phone if not in store. A saddle sale is not a saddle trial a trial has to be specifically set up with a staff member at Vision Saddlery, using the applicable paperwork.
STORE CREDIT/EXCHANGE
Items are eligible for STORE CREDIT/EXCHANGE within 30 days of purchase. For online orders this begins the date your package is recorded as delivered by the postal carrier. Items MUST be in their original condition, with original tags AND packaging. In-store credits will be issued for the full amount paid EXCLUDING any shipping charges that were paid by the customer or applicable re-stocking fees. Return shipping expenses will not be reimbursed.
After 30 days we cannot issue an exchange/in-store credit.
We do not offer refunds/returns/exchanges or in-store credits on the following:
Clearance items
Bits
Personalized/Custom items
Special Orders
Horse Treats
Supplements/wormers
Demo/Clearance/Sale Saddles
*Airbag Vests Ordered Online and shipped are final sale*
Air Vest Co2 Cartridges that are shipped to the US due to shipping regulations on these items.
Any item labeled final sale
SADDLE RETURNS
Saddles purchased in store are returnable within 14 days of purchase in new condition with original tags and proof of purchase with no restocking fees provided they are being returned in the same condition. Saddles purchased online or by phone and shipped within Canada or to the USA will have a restocking fee of 20% of the regular sale price of the saddle and must be in original condition with tags and receipt. Used and consignment saddles fall under the same policy and must be in the same condition as sent out in.
*Note* Saddle sales in store or online are not saddle trials and cannot be turned into a saddle trial. Saddle trials are only done with a staff member either in person or on the phone if not in store. A saddle sale is not a saddle trial a trial has to be specifically set up with a staff member at Vision Saddlery.
Since we do allow saddle trials it is possible our new and demo saddles can have some slight marking from trials. Slight wear marks/rubs can show where the girth does up on the billets, where the billet gaurd and girth buckles/ girth can rub in between flaps and where the riding boot/ stirrup leather sits and rubs on the outside flap. Stitching color can also be darkened by the stirrup leather/ riding boots on the outsode of the flaps. This is all very minor wear and does not make the saddles used, we mark used saddles as either consignment or used in listings. As fit is important with saddles for the horses health and well being we wil always allow trials to our clients. Hence all of our saddles new and demos can possibly have slight marks, darkening of stiching from these trials but are considered new.
SADDLE TRIALS
For online/shipped saddle trials, all saddles are sent out on a 7 day trial. The 7 days begins when you get the saddle home and ends when (if) you put it in the mail to ship it back to us. The saddle must be returned in the same condition it went out in for a full refund. Shipping is paid both ways by the customer for trial saddles and a credit card hold for the saddle amount plus tax is taken in shop or by phone.
For in-store pick up saddle trials, all saddles are signed out on a 7 day trial with credit card hold. The 7 days begins when you pick up the saddle, and ends when it is returned to the store. The hold on your credit card is then released once we have the saddle back in the same condition as it went out at the beginning of the trial.
After 14 days we cannot issue a refund.
Return of Saddle Trials
For in-store pick up of saddle trials (new and used), all saddles are signed out on a 7-day trial with credit card hold on the full value of the saddle including taxes. The 7 days begins when you pick up the saddle, and ends when it is returned to the store. The hold on your credit card is then released once we have the saddle back in the same condition as it went out at the beginning of the trial.
For saddle trials (new and used) requiring shipping, saddles are sent out to the client for a 7-day trial. Day 1 begins the date your package is recorded as delivered by the postal carrier and Day 7 is the day the saddle gets purchased or shipped back to us. Saddles must be in original condition with tags and receipt. Shipping is paid both ways by the customer for trial saddles and is non-refundable.
*Note* Saddle sales in store or online are not saddle trials and cannot be turned into a saddle trial. Saddle trials are only done with a staff member either in person or on the phone if not in store. A saddle sale is not a saddle trial a trial has to be specifically set up with a staff member at Vision Saddlery.
How to Ship an Item Back to Us
The item(s) must be returned in the same condition it left the store with all original tags still attached and if shipped in a box, the box in original condition as well and not damaged or taped (example helmet, boots etc). Any product in packaging (box, container) must be returned inside another box as not to damage the product packaging. If a product is returned not in original condition or with damaged packaging we reserve the right to either not refund or partially refund the item due to violation of our policy. Please ensure to include the original packing slip with order number. If you don't have that please include a note wiht your name and the ordr number and reason the item(s) are being retunred.
Returns/Exchanges should be shipped to:
Vision Saddlery - RETURNS
1250 Upper Dwyer Hill Road
Carp, Ontario
K0A 1L0
If you have any questions regarding a potential return please email us at visionsaddlery@gmail.com
DUE TO AN INCREASE IN RUDE, HARRASSING, UNRULY, AGGRESSIVE AND ABUSIVE BEHAVIOR WE ARE SEEING AIMED AT OUR STAFF THROUGH EMAIL, PHONE, TEXT, IN PERSON AND ONLINE MESSAGING WE HAVE A ONE STRIKE POLICY. ANY CUSTOMER EXHIBITING ANY OF THE ABOVE BEHAVIOUR WILL BE BANNED FROM SHOPPING AT VISION SADDLERY FOR LIFE WITH ALL PRIVLEDGES REVOKED AND ALL ASSOCIATED ACCOUNTS WILL BE CLOSED (VISON POINTS ETC) RIGHT AWAY. THE AUTHORTIES WILL ALSO BE NOTIFIED IF WE DEEM THE SITUATION TO NEED THIER INVOLVMENT.