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Repair Return and Refund Policy
This section applies specifically to repair (not Apparel and Retail Products see below) services provided by Pacific Saddlery.
Repair Guarantee
We stand behind the quality of our workmanship. All repairs include a 30-day guarantee on workmanship. If an issue arises as a direct result of our repair within 30 days, we will correct the issue at no additional cost.
Exclusions
This guarantee does not extend to issues caused by misuse, accidents, ordinary wear and tear unrelated to the repair, or damage from external factors. Because our work is a repair and not a full restoration, original manufacturers’ hardware and materials are not used. Repairs are intended to return your item to safe and functional use for its intended purpose, but the item will not be returned to a “like new” condition.
Returns for Repair Services
If you are not satisfied with the result of your repair, please contact us within seven (7) days of receiving your saddle or tack. Items must be returned in the same condition as when the repair was completed and returned to you. Items that have been damaged, used in training or competition, or altered by another party after repair will not be eligible for return.
Refunds
Refunds are only issued if the repair cannot be reasonably corrected.
Apparel and Retail Products (non-repair) Return and Refund Policy
This section applies specifically to Apparel and Retail Products (non-repair) services provided by Pacific Saddlery.
Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, click the profile icon in the store's navigation and then request a return.
You can always contact us for any return questions at orders@pacificsaddlery.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at orders@pacificsaddlery.com.
Last updated: May 14, 2023
