Returns & Refunds Policy

I want my customers happy. Here you can find answers to your questions about returns and refunds. If you still have questions or concerns you can contact via kacey@joyfulequestrian.com.

CLICK HERE when you are ready to get your refund started.

 

Do you accept returns & exchanges?

Yes, for qualifying items returns & exchanges (store credit in the form of gift card) are accepted.

 

How long do I have to return or exchange an item?

Qualifying returns and exchanges (store credit in the form of gift card) are accepted within 60 days of receipt of shipment.

 

Can I return or exchange an item after the 60 window?

At this time I cannot accept or process returns or exchanges(store credit in the form of gift card) outside of the 60 day of receipt of shipment return window.

 

What items qualify for a return or exchange (store credit in the form of gift card.)?

The items must be

  • in original condition
  • in the original packaging
  • unwashed, unused and unworn
  • no visible signs of use including/ but not limited to, deodorant/ cosmetic stains, perfume, scents, hair, etc. 

 

What items DO NOT qualify for a return or exchange?

If the items are:

  • Free gifts or promotional items
  • Sale items
  • Digital products
  • Customized items
  • Gift cards
  • not in their original packaging
  • Used and not in original new condition
  • past 60 days of receipt of shipment

 

Who pays for the return shipping?

You will be responsible for paying for your own shipping costs for returning the item. Shipping costs are non-refundable.

 

How do I complete a return?

  • Determine if the item qualifies for return (friendly reminder that item must have original packaging & be unused.)
  • Please do not send your purchase back to the manufacturer
  • Enter your email and order number to begin the returns process.
  • Choose the item you are wanting to return.
  • Choose the reason that you want to return the item.
  • Choose whether you want a refund or exchange (store credit in the form of gift card).
  • If the item is within the time frame it will be approved to send & I will send you shipping instructions.
  • Once I receive your return and look it over, an email will be sent that it has been received.
  • After inspection, I will notify you of the approval or rejection of your refund or exchange (store credit in the form of gift card) based on whether the item meets the qualification standards, besides the 60 day returns window.
  • Upon approval a refund or exchange (store credit in the form of gift card) minus the shipping costs will be applied.

 

When do I get my refund or exchange?

  • Once your return has been received and looked over, an email will be sent notifying you that the return has been received.
  • You will also be notified whether you have been approved or rejected for a refund or exchange (store credit in the form of gift card).
  • Original shipping charges are non-refundable
  • You are responsible for the charges of the return shipping
  • If you are approved, then your refund will be processed, and a credit will be applied to your original method of payment, or you will be issued a store credit in the form of a gift card.
  • Expect 10-15 day processing time for the credit to be applied back to your original payment account. The banks usually take some time for this to clear. 

 

What if my refund is late or missing?

  • If you haven’t received a refund yet, first check your bank account again.
  • Then contact your bank or credit card company, it may take some time before your refund is officially posted.
  • If you’ve done all of this and you still have not received your refund yet, please contact us at kacey@joyfulequestrian.com.

 

What if my order was never delivered?

  • If it has been over 56 days (8 weeks) and you have not received your order, then begin the returns process.
  • Choose the item that has not been delivered.
  • In the reasons for returns section, choose has not arrived after 8 weeks.
  • Choose refund or exchange. For an exchange write in the notes section whether you want store credit or the product re-sent.
  • Unfortunately if you do not contact me within 84 days (12 weeks) from order's shipment date, you will not receive a refund or exchange (store credit or resent item) for missing item.

 

What if my item is damaged/defective on arrival?

If the item is damaged or defective begin the returns process,

  • Item must be within the 60 day from shipment window time frame.
  • Make sure you check off in the returns reasons that the item is damaged or defective
  • In the notes section write down exactly what is wrong with the product.
  • Choose refund or exchange. For an exchange write in the notes section whether you want store credit or the product re-sent.
  • Reply to the notification email with pictures of the specific damage or problem.
  • If you can't find the notification email, then email me at kacey@joyfulequestrian.com with your order number & subject line saying damaged product along with attached pictures.
  • I will send instructions to ship the product to me.
  • Package should be returned in original packaging, and unused with tags.
  • I will look over the item and once approved, either your order will be refunded, a gift card will be sent or I will resend the product.

     

    What if I received the wrong order?

    If you got the wrong item begin the returns process,

    • Item must be within the 60 day from shipment window time frame.
    • Make sure you check off the returns reasons- incorrect item received.
    • In the notes section write down what product you ordered and which item you received.
    • Choose refund or exchange. For an exchange write in the notes section whether you want store credit or the product re-sent.
    • Reply to the notification email with pictures of the wrong item.
    • If you can't find the notification email, then email me at kacey@joyfulequestrian.com with your order number & subject line saying received incorrect item, along with attached pictures.
    • Wait for approval and then I will send instructions where to ship the product.
    • Package should be returned in original packaging, unused with tags.
    • I will look over the item and once approved, I will either process your refund, send a gift card or resend the product.

       

      CLICK HERE when you are ready to get your refund started.

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