Returns and Exchanges Policy
The following constitutes our policies on returns and exchanges.
Shipping Errors and Damaged or Defective Merchandise
In the unlikely event we made an error and shipped the wrong item, wrong size or color, or we shipped you a defective item, please contact us sales@greenmountainhorse.com as soon as possible and let us know. We will immediately email you a return label for a no-cost return if the return request is made within thirty days of date of purchase. If the replacement item is available, we will ship the replacement item to you at no charge to you. If the item is not available, we will provide to you a full refund.
We cannot ship you a replacement item, or process your refund, until the returned item is received. The item must be returned in new, unused condition with all tags and original packaging intact. If the item shows signs of use or wear, you will be charged a restocking fee of up to 30%, depending on the condition of the item. If the item is used or worn to an extent that the item is unusable or in an unsellable condition, you will not receive a refund or exchange and will be responsible for the return shipping of the item back to you. Once your item has been received, we will ship your replacement item within 24 hours.
Returns
If you ordered the wrong item or otherwise decide you no longer want the item, you may return it within thirty days from the date of order for a full refund, exchange, or store credit. Returns after thirty days will be refunded with a store credit. To prepare a return, please pay attention to the following details:
1. Make note of your order number at the top of your packing slip. This order number will be your Return Authorization number included in the ship-to address for your return.
2. Package your item properly to avoid damage. Factory packaging (Stetson hat boxes, boot boxes, etc.) cannot be used as shipping boxes and must be double-boxed or poly-bagged or you will be charged a restocking fee of 20%.
3. Most of our products can be economically shipped via US Postal Service. We have found that Stetson hat boxes are best shipped UPS for the least cost for the shipper. Saddles are best shipped Federal Express. Please use the appropriate address to the carrier you select:
When shipping via US Postal Service, ship to the following address:
Returns/Green Mountain
RA (order number)
1332 Sharon Copley Road. #308
Sharon Center, Ohio. 44274
When shipping via UPS or FedEx, ship to the following address:
Returns/Green Mountain
RA (order number)
1327 Sharon Copley Road
Wadsworth, Ohio 44281
You will receive your refund back to your original method of payment within 48 hours of our receiving the returned item. Please note it may take up to seven days for your bank to reflect the refund. Exchanges will be shipped within 24 hours of receipt of your returned item.
Items that cannot be returned
The following items cannot be returned unless the item is defective. Customized items, special orders, bits, clearance items, items with an expiration date including but not limited to vaccines, dewormers and horse supplements and treats. Any horse-wear items including but not limited to halters, blankets and sheets, fly masks, cinches and girths, horse tack and any other item that is to be worn by an animal must be returned in new and un-worn condition. We recommend putting a protective layer between the item and the animal such as a sheet or blanket when testing the size of the item for your animal. If the product exhibits clear signs of being worn, such as sweat stains, dirt and animal hair, the item cannot be returned for sanitary reasons or will incur a 30% restocking fee.
If you have circumstances that require assistance, please contact us at sales@greenmountainhorse.com and we will do everything we can to assist you.