Refund policy
Return and Refund Policy
This policy applies to orders shipped within the United States.
We want you to feel confident ordering from Saddle House. Eligible merchandise may be returned within 14 calendar days after delivery.
Return Eligibility
To qualify for a return, the merchandise must be:
- Unworn, unused, unwashed, and unaltered
- In the same condition in which it was received
- Free from odors, makeup, hair, scratches, stains, or other signs of use
- Returned with all original tags, accessories, protective materials, and packaging
- Accompanied by the receipt or other proof of purchase
Merchandise that does not meet these conditions may be denied a refund.
Requesting a Return
To request a return, email hello@eamoore.com within 14 calendar days after delivery.
Please include:
- Your name
- Your order number
- The item you would like to return
- The reason for the return
If the return is approved, we will provide the correct return address and return instructions.
Approved merchandise must be shipped within seven calendar days after authorization. Returns mailed after this period may not be accepted.
Returns sent without prior authorization will not be accepted or refunded.
Return Address
Approved returns must be mailed only to the address provided in your return authorization instructions.
Do not mail merchandise to the sender address printed on the original package. That address may belong to a shipping or fulfillment facility that is not authorized to process customer returns.
Merchandise sent to an unauthorized or incorrect address may not be recoverable and may not qualify for a refund.
Return Shipping
Customers are responsible for return shipping costs for standard returns, including returns related to:
- Personal preference
- Color or style preference
- Ordering the wrong item
- Changing your mind
- An item not meeting personal expectations when it otherwise matches its product description
We do not provide prepaid shipping labels for standard returns.
Please use a trackable shipping service and retain your shipping receipt until the refund has been completed. We cannot process a return that does not arrive at the authorized return location.
Original shipping charges, expedited shipping charges, return shipping costs, customs fees, and other delivery-related charges are non-refundable unless the return resulted from an error by Saddle House or reimbursement is required by law.
Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives.
Contact us at hello@eamoore.com as soon as possible if your merchandise arrives damaged or defective or if you receive the wrong item. Visible shipping damage, missing items, and incorrect items should be reported within seven calendar days after delivery so that we can investigate the issue promptly.
Please include:
- Your name and order number
- A description of the issue
- Clear photographs of the merchandise
- Photographs of the original packaging
- A photograph of the shipping label
Keep the merchandise and all packaging until we provide further instructions.
When an item is confirmed to be damaged, defective, or incorrect, we will provide an appropriate replacement, refund, or other resolution at no additional cost to you. If a physical return is required, Saddle House will provide or reimburse reasonable return shipping costs.
We may resolve certain damaged or incorrect order claims without requiring the merchandise to be returned.
Non-Returnable Merchandise
The following merchandise cannot be returned:
- Earrings and other pierced jewelry, for hygiene reasons
- Gift cards
- Customized, personalized, or made-to-order merchandise
- Merchandise explicitly marked “Final Sale” before purchase
- Merchandise that has been worn, used, washed, altered, or damaged after delivery
- Merchandise returned without its original tags, accessories, protective materials, or packaging
- Merchandise with a hygiene or protective seal that has been opened or removed
Discounted merchandise is returnable unless it was clearly marked Final Sale before purchase.
Non-returnable merchandise may still qualify for assistance if it arrives damaged, defective, or incorrect.
Exchanges
We do not currently process direct exchanges.
To receive a different item, size, or style, place a new order and submit a separate return request for the original eligible merchandise. The original merchandise will be refunded after the return has been received, inspected, and approved.
Order Changes and Cancellations
Orders begin processing quickly.
Requests to cancel an order or change an address, item, or other order information must be submitted within one hour after purchase by emailing hello@eamoore.com.
We will make reasonable efforts to accommodate the request, but changes and cancellations are not guaranteed once processing has begun.
Orders that have already entered fulfillment or shipped cannot be canceled and must be handled according to this return policy.
Incorrect Addresses, Refused Deliveries, and Unclaimed Packages
Customers are responsible for providing a complete and accurate delivery address at checkout.
Orders returned because of an incorrect or incomplete address, refusal of delivery, or failure to collect the package may be reshipped at the customer’s expense.
If a refund is approved instead, original shipping charges and any return-to-sender, carrier, or reshipping costs may be deducted from the refund where permitted by law.
Return Abuse and Fraud
Saddle House reserves the right to deny a return involving suspected fraud, merchandise not purchased from Saddle House, altered merchandise, intentional damage, or misuse of this return policy.
This provision does not limit any consumer rights that cannot legally be waived.
Refunds
We will notify you after your return has been received and inspected and let you know whether the refund was approved.
Approved refunds will be issued to the original payment method within 10 business days. Your bank or credit card provider may require additional time to process and post the refund to your account.
Original shipping charges and return shipping costs are not included in the refund unless the return resulted from an error by Saddle House or reimbursement is required by law.
If more than 15 business days have passed since we confirmed that your refund was approved, contact us at hello@eamoore.com.