Refund policy

Return & Refund Policy

Last updated: September 24, 2026

We want you to feel confident purchasing from Saddle House. Eligible merchandise may be returned within 30 days of delivery.

Return Eligibility

To be eligible for a return, your item must be:

Unworn and unused
In the same condition in which it was received
Free from scratches, stains, odors, makeup, hair, or other signs of use
Returned with all original tags, accessories, protective materials, and packaging
Accompanied by proof of purchase

Items that do not meet these conditions may not qualify for a refund.

How to Request a Return

To request a return, email lizzie@shopsaddlehouse.com within 30 days of receiving your order.

Please include:

Your name
Your order number
The item you would like to return
The reason for the return

If your return is approved, we will provide return instructions and the appropriate return shipping address.

Please do not send merchandise back without first receiving return authorization. Unauthorized returns may not be accepted.

Return Shipping

For standard returns, customers are responsible for return shipping costs.

We recommend using a trackable shipping service and keeping your shipping receipt until your refund has been completed.

Original shipping charges and return shipping costs are non-refundable unless the return is due to an error by Saddle House, the merchandise arrives damaged or defective, or reimbursement is otherwise required by law.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives.

If you receive an item that is damaged, defective, or incorrect, contact us at lizzie@shopsaddlehouse.com as soon as possible.

Please include:

Your name and order number
A description of the issue
Clear photographs of the merchandise
Photographs of the packaging when relevant
A photograph of the shipping label when relevant

Please keep the merchandise and packaging until we provide further instructions.

If we confirm that an item was damaged, defective, or incorrectly fulfilled, we will provide an appropriate replacement, refund, or other resolution at no additional cost to you.

Non-Returnable Items

The following items are not eligible for standard returns:

Gift cards
Customized or personalized merchandise
Made-to-order merchandise
Items clearly marked Final Sale before purchase
Items that have been worn, used, altered, or damaged after delivery
Items returned without required original packaging, accessories, or protective materials
Items subject to hygiene restrictions once a protective or hygiene seal has been removed

Discounted merchandise remains returnable unless it was clearly identified as Final Sale before purchase.

These restrictions do not prevent us from assisting with merchandise that arrives damaged, defective, or incorrect.

Exchanges

We do not currently process direct exchanges.

If you would like a different product, color, size, or style, please place a new order and submit a return request for the original eligible item.

Once the original item has been received, inspected, and approved, the applicable refund will be issued.

Order Changes and Cancellations

Orders begin processing quickly.

If you need to request a cancellation or make a change to your order, contact lizzie@shopsaddlehouse.com as soon as possible.

We will make reasonable efforts to accommodate your request, but we cannot guarantee that an order can be changed or canceled once processing or fulfillment has begun.

Orders that have already shipped cannot be canceled and must instead follow this Return & Refund Policy.

Incorrect Addresses and Returned Packages

Customers are responsible for providing a complete and accurate shipping address at checkout.

If an order is returned to us because of an incorrect or incomplete address, refused delivery, or failure to collect the package, additional shipping charges may apply if you request reshipment.

Where permitted by law, shipping or carrier charges incurred as a result of an incorrect address, refused delivery, or unclaimed package may be deducted from an approved refund.

Refunds

Once we receive and inspect your returned merchandise, we will notify you whether your refund has been approved.

Approved refunds will be issued to your original payment method within 10 business days.

Your bank, credit card company, or payment provider may require additional time to process and post the refund.

If more than 15 business days have passed since we confirmed that your refund was approved, contact us at:

lizzie@shopsaddlehouse.com

Return Abuse and Fraud

Saddle House reserves the right to deny returns involving suspected fraud, merchandise not purchased from Saddle House, intentional damage, altered merchandise, or misuse of this policy.

Nothing in this policy limits consumer rights that cannot legally be waived.