Return Policy

If you’re looking to return or exchange your order for whatever reason, here are the return policies: 

We offer free returns or exchanges within 10 days of receiving your order. You can return your product for store credit, a different product, or a gift card.

Please note the following exceptions to our return and exchange policy:

Below are some examples of common exceptions. 

  • Discounted items are final and cannot be returned or exchanged
  • Special orders cannot be returned, or a 30% restocking fee will be charged
  • Returned items must have tags still on and be returned in original packaging
  • Returned items must have no visible signs of wear or use

To initiate a return or exchange, please complete the following steps:

Your steps should be laid out clearly, linking to relevant pages, such as your online portal.

  1. Login to our online return portal using your email address and order ID
  2. Choose the products you wish to return or exchange from your order
  3. Print your shipping label that you will receive by email
  4. Send all items back to us using the label provided

Additional Information:

  • Once we received the items back, a credit will be made.
  • Return shipping fees are paid by the customer.
  • A 30% return restocking fees will be charged for any item, unless it is an exchange.
  • If an item is lost or damaged please let us know within 10 days.
  • Any boots orders that have a defect, please advise us in a period of 14 days in order to be valid for an exchange
  • We vouch for our fitting, if taken by one of our representatives. If the customer took their measurements themselves, the customer is then considered responsible for their own measurements, thus we cannot guaranty the proper fitting. If you have any questions to how to take your own measurements please contact us annabel@equineww.ca