At Dover Saddlery, we understand that sometimes a purchase doesn’t quite meet your expectations, whether it’s for you or your horse. That’s why we offer a straightforward return policy designed to ensure your satisfaction. You can return your original purchase within 30 days for a full refund, exchange, or replacement if it doesn’t fit or meet your needs. This commitment to customer satisfaction is a core part of our service, ensuring you can shop with confidence. We also extend manufacturer’s warranties to a maximum of 24 months for defects, providing further peace of mind for your equestrian gear.
Understanding Our Return Windows and Conditions
Our return policy is structured to accommodate a variety of equestrian products, with specific conditions for certain items to ensure fairness and safety. For most items, a 30-day window from the date of purchase is standard for returns, exchanges, or refunds. However, we recognize that some specialized gear might require a slightly different approach. For instance, saddles and riding boots are eligible for return within 90 days, though the refund may be prorated based on usage, reflecting their wear and tear. Used saddles, in particular, have a 30-day return period.
Safety and Specialized Item Returns
Safety is paramount in equestrian sports, and certain safety items, such as helmets and protective vests, have a more limited return window of 30 days. To be eligible for return, these items must retain their original tags. This policy helps ensure the integrity and reliability of safety equipment for all our customers. We also have specific guidelines for blankets: they must be returned clean and free of debris. For health and safety reasons, we cannot accept returns on unwashed blankets, even if they are defective or poorly fitting. Furthermore, items like treats and veterinary medications are non-returnable once opened, and underwear cannot be returned or exchanged due to hygiene reasons.
Special Conditions and Exceptions
To ensure every return or exchange is handled fairly and to protect all our customers, Dover Saddlery may require a receipt or decline a return under specific circumstances. These include situations where the item was not purchased directly from Dover Saddlery, such as from a used tack sale or another retailer. Items missing labels, defaced, or returned without a valid receipt or identification in our stores may also be subject to refusal. We also reserve the right to decline returns on items that are wet, dirty, contaminated, or until they have been cleaned. This is particularly crucial for blankets to maintain a safe and hygienic environment for everyone.
We also have policies in place for items that have been lost, stolen, damaged, or misused. In rare instances, based on the nature of prior transactions, returns may be declined. Opened or used supplements are not returnable. To prevent abuse of the return policy, we may decline returns if there have been multiple returns of the same item. Additionally, personalized items cannot be returned unless they are found to be defective. We appreciate your understanding as we strive to maintain a fair and secure shopping experience for all our customers.
Your Security Guarantee for Online Purchases
Dover Saddlery is committed to providing a highly secure online ordering environment. We understand your concerns about online security and work diligently with experts in the field to safeguard your personal and financial information. Our Secure Order Guarantee offers you 100% protection for your credit card transactions on Doversaddlery.com. This guarantee is a testament to our dedication to your peace of mind when shopping with us.
How Our Secure Order Guarantee Works
The Secure Order Guarantee means you will never be held liable for any amount related to unauthorized charges to your credit card account, provided these charges are a direct result of a transaction placed on Doversaddlery.com. In the event of credit card fraud, the Fair Credit Act limits your liability to a maximum of $50.00 for fraudulent charges. Our guarantee goes a step further by reimbursing you for any amount up to $50.00 billed by your credit card company for unauthorized charges stemming from an order you placed with us. To benefit from this protection, it is essential that you promptly notify your credit card company of any fraudulent charges and adhere to their procedures as outlined in your credit card agreement. We encourage you to shop with confidence, knowing that your online security is our priority.
