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.
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, packaging and proof of purchase. Customers will be refunded to their original payment method for the full amount paid excluding any shipping charges that were paid by the customer. Return shipping expenses will not be reimbursed. Should an item be returned to us and original packaging is absent or damaged a re-stocking fee of 20% is applied to the return.
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.
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.
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
Personalized/Custom items
Special Orders
Horse Treats
Supplements/wormers
Demo/Clearance/Sale/Consignment Saddles
Air Vest Co2 Cartridges that are shipped to the US due to shipping regulations on these items.
Gift cards
Blanket Laundering
Repairs
Any item labeled final sale
SADDLE RETURNS
Saddles purchased in store can be returned 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 proof of purchase. Used, demo and consignment saddles fall under the same policy and must be in the same condition as sent out in.
SADDLE TRIALS
For online/shipped saddle trials, all saddles are sold 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.
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 SOLD to the purchaser 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 proof of purchase. Shipping is paid both ways by the customer for trial saddles and is non-refundable.
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.
Returns/Exchanges should be shipped to:
Vision Saddlery - RETURNS
2130 Robertson Road, Unit 4
Nepean, Ontario
K2H 5Z1
If you have any questions regarding a potential return please email us at service@visionsaddlery.ca