Removable Rein Stops

We aim to ship orders received by 4pm EST the next business day which reach the customer about two - five business days later. We use UPS and USPS for shipping all orders. Please note that custom or special orders may take longer for delivery. If you have any questions about the availability of an item, please contact us prior to ordering. While we do our best to update our website in regards to product availability, there may occasionally be items that are listed that are no longer available due to being discontinued etc.

During promotional campaigns or holidays we reserve the right to have longer delivery times. We also reserve the right for any final sale of certain products (these products will be marked as such on the website).

Customs and import duties and any other expenses associated with delivery outside of the USA that may occur, are the responsibility of the customer to pay. If you live outside of the USA please contact us for a shipping estimate.

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EQUINE EXCHANGE LLC

Return & Refund Policy

We want you to love what you ordered. If something isn’t right, we’re here to help. This policy explains how to return or exchange items and what to expect at every step.

This policy applies to all purchases made through Equine Exchange LLC, regardless of how or where your order originated — including orders placed after discovering our products through a search engine, social media, or an AI-powered platform such as ChatGPT or Microsoft Copilot. The same rules apply to every customer, every time.

Seel Return Assurance — Optional Return Protection

Many of our products are final sale or have limited return eligibility due to the nature of equestrian gear. To give you added peace of mind, we offer Seel Return Assurance as an optional add-on at checkout.

Seel Return Assurance is a third-party service that allows you to return eligible items — including final sale items — for a refund to your original payment method, as long as you purchase the Seel coverage at checkout.

How Seel Works:

1. Add Seel Return Assurance to your cart at checkout.

2. If you need to return an item, visit seel.com/return to submit your return — do not contact us first for Seel returns.

3. Seel will review your return and issue a refund directly to your original payment method.

4. Seel returns are governed by Seel’s own terms and conditions.

If you did not purchase Seel Return Assurance at checkout, standard return eligibility applies as described below. Seel coverage cannot be added after an order is placed.

Standard Return Policy

Return Window

We accept returns on eligible items within 30 days of the delivery date. Items received after 30 days will not be accepted and will be returned to sender.

Eligibility Requirements

To be eligible for a standard return, items must be:

• Unworn, unwashed, and unused

• In original condition with all tags attached

• Free from pet hair, dirt, odors, or signs of use

• In original packaging where applicable

We reserve the right to refuse any return that does not meet these conditions. Items that arrive in unsellable condition will be returned to the customer at their expense.

Non-Returnable / Final Sale Items

The following items are final sale and cannot be returned or exchanged under our standard policy (Seel Return Assurance may still apply if purchased at checkout):

• Helmets and safety equipment (for hygiene and safety reasons)

• Bits, stirrups, and other items that contact a horse’s mouth or the rider’s body after use

• Whips and crops

• Personalized, monogrammed, or custom-made items

• Clearance or sale items marked “Final Sale” at the time of purchase

• Gift cards

• Items with a broken hygiene seal or that have been worn against skin

Note: If you are unsure whether an item is returnable before purchasing, please contact us at orders@equineexchangestore.com before placing your order.

EU Customers — Right of Withdrawal

If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.

To exercise your right of withdrawal, you must notify us at orders@equineexchangestore.com with a clear statement of your decision to withdraw. You may use the following model withdrawal form, though it is not obligatory.

Once we receive your returned item(s), we will process your refund within 14 days using the same payment method used for the original purchase. Return shipping costs are your responsibility unless the item is defective or incorrect.

Exceptions: The right of withdrawal does not apply to items that have been used, worn, or are not in their original condition with tags attached. For safety reasons, helmets that show signs of use or have been fitted cannot be returned.

How to Initiate a Return

Please follow these steps to return an item:

1. Request a Return Authorization (RA) number by emailing orders@equineexchangestore.com with your order number and reason for return. Returns sent without an RA number will not be processed.

2. Pack the item securely in its original packaging. Include your RA number on the outside of the package.

3. Ship the item to our return address below using a trackable shipping method. We recommend keeping your tracking number until your refund is confirmed.

Return Address:

Equine Exchange LLC

1101 Ridge Road, Suite C

Pottstown, PA 19465

Return Shipping

Customers are responsible for the cost of return shipping unless the item is defective or we made an error with your order. We recommend using a trackable shipping method. Equine Exchange LLC is not responsible for return packages that are lost or damaged in transit.

Refunds

Once we receive and inspect your return, we will notify you by email. If approved, your refund will be processed within 5–7 business days to your original payment method.

What Is Refunded

• The purchase price of the returned item(s)

• Original shipping charges are not refunded, unless the return is due to our error or a defective product

Late or Missing Refunds

If you haven’t received your refund after 7 business days:

4. Check your bank account or payment method again.

5. Contact your credit card company — it may take additional time before a refund is officially posted.

6. If you’ve done both and still have not received your refund, please contact us at orders@equineexchangestore.com or call (610) 469-0111.

Defective or Incorrect Items

If you received a defective item or we sent the wrong product, we sincerely apologize. Please contact us within 30 days of delivery at:

• Email: orders@equineexchangestore.com

• Phone: (610) 469-0111

Include your order number, a description of the issue, and photos if possible. We will arrange a prepaid return label and send a replacement or issue a full refund, including original shipping — at no cost to you.

Please note: Minor imperfections in natural materials such as leather (slight color variations, natural markings) are not considered defects and are to be expected.

Exchanges

We are happy to exchange eligible items for a different size or color, subject to availability. To request an exchange:

7. Email orders@equineexchangestore.com with your order number and the item you’d like instead.

8. We will confirm availability and provide return instructions.

9. Return the original item (customer pays return shipping). Once received and inspected, we will ship the replacement.

If the replacement item is higher in price, you will be charged the difference. If it is lower, we will refund the difference to your original payment method.

Sale and Promotional Items

Only regular-priced items are eligible for standard returns and refunds. Items purchased on sale or marked as Final Sale at the time of purchase cannot be returned or refunded unless they are defective. Seel Return Assurance, if purchased at checkout, may provide coverage for these items.

Gift Returns

If an item was purchased as a gift and shipped directly to you, please contact us at orders@equineexchangestore.com with your name and the order details. If eligible, we can issue a store credit or exchange. Refunds for gifts are returned to the original purchaser’s payment method.

Purchases Originating From Third-Party or AI Platforms

If you discovered or initiated your purchase through a third-party platform — such as a social media shop, search engine, or an AI-powered tool like ChatGPT or Microsoft Copilot — this Return & Refund Policy still applies in full. There are no different or reduced return rights based on how you found us.

If a third-party platform or AI tool provided inaccurate product information (such as incorrect sizing, color, or specifications) that led to your purchase, please contact us. We will review each situation on a case-by-case basis and work with you to find a fair resolution.

Contact Us

Questions about a return, refund, or exchange? We’re here to help.

Returns & Orders: orders@equineexchangestore.com

General Support: customerservice@equineexchangestore.com

Phone: (610) 469-0111

Return Address: 1101 Ridge Road, Suite C, Pottstown, PA 19465

© 2026 Equine Exchange LLC. All rights reserved. This Return & Refund Policy was last updated April 2, 2026.

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