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RETURNS
SALE PRICING REFLECTS FINAL SALE. Items marked down or purchased during a sale are final sale and not eligible for return or exchange.
Please visit our Returns Portal to get started on your return.
For our returns portal click here or copy the address into your browser:
https://account.willowequestrian.com
Alternatively log into your customer account to view your orders and select the order/item you would like to return.
You can also request a return by emailing returns@willowequestrian.com Please include your order number or last name on the order.
Return requests will not be accepted through Instagram, Facebook, or Tik Tok messages.
Please read the return policy for your corresponding country. USA/International Returns are below the Return Policy for Canada,
RETURN POLICY CANADA
Satisfaction is a high priority for us. We understand that things don't always work out. Refunds or exchanges can be made within 30 days of purchase according to the date on receipt as long as the return/exchange meets the requirements.
All Special Orders are final sale. All clearance and sale items are final sale. Shipping is non refundable.
To be eligible for a return, your item must be unused and in the same condition that you received it, in the original packaging with tags attached. Items that have been worn or washed are not eligible for return or exchange. Several types of goods are exempt from being returned. Underwear is final sale. Bits are final sale. Treats are final sale. Health products are final sale. Hairnets are final sale. To complete your return, we require a receipt or proof of purchase.
To keep things fair for all customers, we are only able to accept returns that meet the requirements outlined in our return policy.
Our policies allow us to maintain product quality and fair service for all customers. Thank you for understanding.
To start a return use our Return Portal or for questions regarding returns please email our Returns Department at returns@willowequestrian.com
ALL RETURNS ARE AT THE DISCRETION OF MANAGEMENT.
Willow Equestrian cannot accept returns or claims for damage caused by improper laundering. Please follow the care instructions provided in the products description/provided with the garment.
The decorative metal badges attached to certain garments are sewn embellishments and are not considered a structural component of the product. Due to normal wear, washing and use, we cannot guarantee that the badges will remain attached over time.
REFUNDS
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. All items purchased online are refunded minus the original cost of shipping even if the order qualified for free shipping at the time of purchase. Customer is responsible for shipping cost of items back to store. Any duties incurred for not properly marking your item/items as a return on your customs paperwork will be deducted from your refund.
EXCHANGES
In the event of an exchange for an online Canadian order Willow Equestrian will cover shipping of the new item back to you however you will need to cover the shipping cost of the returned item/s.
SHIPPING
To return your product, you should mail your product via Canada Post.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Even if your order qualified for free shipping at the time of purchase; shipping costs are non-refundable.
We only accept returns through Canada Post or United States Postal Service.
Returns will not be accepted through courier services.
***IMPORTANT***Please mark the package as a return on your customs paperwork. Any duties that are incurred for improperly marking as a return will be deducted from your refund.
Please don't hesitate to contact us with any questions or concerns.
customercare@willowequestrian.com
Cancelled Orders
Orders that are cancelled after being placed are subject to a 3% service fee to cover non-refundable payment processing charges. This fee will be deducted from your refund at the time of cancellation.
Orders that are returned for a refund and do not result in a completed sale are subject to a 3% refund processing fee. This fee covers non-refundable payment processing charges incurred at the time of purchase. This fee does not apply to exchanges or store credit.
Please note, this charge does not apply to orders cancelled by Willow Equestrian.
In-Person Returns/Exchanges
All in-person returns or exchanges must be approved in advance by Willow Equestrian management. Customers must either:
Obtain written approval by emailing returns@willowequestrian.com, or
Have the return signed off by a manager at the time of return.
Please reach out ahead of time to ensure a manager will be present at the shop location you intend to visit. Returns without prior approval or management sign-off will not be accepted.
Returned / Refused Shipments
If a package is refused at delivery, unclaimed at customs, or returned to us, the following will apply:
-Original shipping charges are non-refundable.
- Any return shipping costs or carrier fees will be deducted from the refund or store credit.
- If the order shipped with free shipping, the actual shipping cost will be deducted.
- Duties, taxes, or brokerage fees charged to us by the carrier will also be deducted.
- Final sale items are not eligible for refund or credit.
- If you would like the order reshipped, new shipping charges will apply.
USA RETURNS
To get started on your return visit our returns portal.
For our returns portal click here or copy the address into your browser:
https://account.willowequestrian.com
Willow Equestrian delivers their USA orders duty and brokerage paid. Due to the significant costs associated with cross-border shipping, duties, taxes, and brokerage fees, we are unable to offer exchanges on orders shipped to the United States.
We only accept returns through United States Postal Service. Return shipping costs are the responsibility of the customer. Please be sure to mark your customs paperwork as Returned Goods and check the appropriate check box. Failure to do so can result in brokerage, taxes and duty that are deducted from your refund.
***IMPORTANT***Please mark the package as a return or Returned Goods on your customs paperwork. Any duties that are incurred for improperly marking as a return will be deducted from your refund.
If you require a different size or colour, we recommend placing a new order for the desired item and returning the original item in accordance with our return policy.
Eligible US Returns must be approved and received back within 30 days of purchase and meet all the return requirements. Customers are responsible for all return shipping costs. Original shipping charges, brokerage and duties are non-refundable.
Any duties, taxes , brokerage fees, or other import-related charges incurred by Willow Equestrian upon receipt of a returned package will be deducted from the refund amount.
Items marked as final sale are not eligible for return, exchange, or store credit.
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