Refund Policy

All craftsmanship is guaranteed. Products found to be defective will be repaired or replaced free of charge. We have a 30-day return policy, which means you have 30 days after receiving your item to request a return or exchange. Packages must be received or postmarked within a 30-day window of receipt. The original shipping fee is non-refundable except in case of a shipping error or manufacturing defect.

To be eligible for a return or exchange, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. A receipt or proof of purchase is also required.

How do I make a return?

To start a return, you can submit a claim via our online form for a return authorization. Include your original order number and reason for the return. If your return is accepted, we’ll send you instructions on how and where to send your package.  Items sent back to us without first requesting a return authorization may not be accepted. Please also note that the return address may be different from the sender’s address on your original package. Returns should ONLY be sent to the address provided in the return authorization. Returns that do not follow this process may result in longer than normal processing time or a decline.

You can always contact us for any return questions at sales@gaineysaddleco.com

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective or damaged or if you received the wrong item so we can evaluate the issue and correct any errors. A return label will be provided.

Exceptions / non-returnable items

Certain types of items cannot be returned, like custom orders or personalised items. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items, gift cards, or any item marked as “sale.”

Exchanges

Please submit a claim via our online form for a return to exchange a purchase. Exchanges will be processed once the original item has been received. In some cases, a refund will be issued, and the customer can simply make a new purchase online or in-store.

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. Refunds can only be processed within a 30-day window of the original purchase. Please remember it may take several business days for the refund to be reflected on your credit card or banking statement.