At Garnet's Saddlery we understand that things can change, and sometimes the wrong thing gets ordered. We are happy to offer refunds and exchanges on qualifying purchases with a receipt.

Please note that your purchase must meet the following requirements in order to qualify for refunds/exchanges:

• Purchased/received within the last 30 days
• Have a copy of the receipt
• In original/new condition: unworn, unused and unaltered with packaging still intact/attached and free of shipping labels
• Not be a final sale item (see bottom of page for final sale items)

The following items cannot be accepted for exchange or refund, due to health, copyright and/or safety reasons:

• All bits
• All clearance items
• All helmets
• Books and videos
• Facemasks
• Supplements and oral remedies
• Personalized or custom ordered items
• Undergarments
• Returned saddles will not be fully refunded if marked in any manner.
• Return shipping charges are the responsibility of the customer. Sorry, we cannot accept "freight collect" returns. 
• Shipping charges are not refundable. 

If your order qualified for free shipping and you need to return an item that brings your total amount spent to under the free shipping value, once the item is received you will be refunded the total less the original shipping charges.

Please also note that we do require you to contact us prior to shipping your return/exchange back to us.

Please provide us with the following information via phone or email before returning your purchase(s) to receive an RA# for your return:

• Order number (this can be found in the confirmation email you received when placing your order
• Full name (first and last)
• Phone number to be contacted with
• Are you looking for a refund or exchage? If exchange, please also include what are you hoping to exchange for
• Brief description of reason for return/exchange 

*Please note that we cannot cover shipping for returns/exchanges at this time 

Someone will get back to you with an RA# and more detailed instructions for shipping back your item.
Please ensure you have your RA# written on the outside of the packaging, as well as written on a copy of your order enclosed inside the box to help us ensure we are able to process your return in a timely manner.

We strongly suggest to mail the item back to us by Ground Mail with tracking option and value insurance 
We cannot accept responsibility for returned parcels which are undelivered. Please retain your proof of postage etc., you may require it in the event of a claim with the carrier.

Items damaged in transit
Sending items back in their product packaging only is not enough. Items to be returned should be properly protected with all the packaging used to send it to you or appropriate shipping packaging. All shipping boxes and containers have to be properly taped and sealed. The box or shipping container has to have your name, address and RA# visible. If you send it back any other way you risk the item becoming damaged in transit.

All returned merchandise will be refunded in the original form of payment*. Shipping fees are non-refundable. The same applies for shipping surcharges applied to certain items based on their size, weight, and destination.

Please allow 5-10 business days for the funds to show back up in your account - we may process your refund right away but the bank needs time to process on their end too!

*Returned merchandise that was originally paid for by alternate tenders (i.e. Gift Certificates etc.) other than cash, debit or credit card will receive an exchange or refund in the form of a store credit onto a Garnet's Saddlery Gift Certificate. Cash will not be issued.

Free Shipping 
If your order qualified for free shipping and you need to return an item that brings your total amount spent to under the free shipping value, once the item is received you will be refunded the total less the original shipping charges. 

To protect our customers from fraudulent activity, Garnet's Saddlery reserves the right to request valid photo ID for the purposes of validating customer information when processing a return or exchange or, in some cases, high value orders made online.

If you have any additional questions, or would like further information please contact us via phone at (905)375-9299 or email us at admin@garnetssaddlery.ca.