What if I don´t like what I bought or decide I don´t want an item I bought?

The Carousel Horse wants happy customers! Your satisfaction is guaranteed!

We stand behind every purchase. If you are unsatisfied with any part of your order, please email us at sales@carouselhorsetack.com for a Return Authorization number. In your email please state the quantity, Product / Item # and description of item, as well as your reasons for returning the item. Also note whether you would like an exchange (as well as item you want in exchange), store credit, or refund to your credit card.

Returns must be received by us within 30 days of your sales receipt for exchange, credit or a refund. All returns must be accompanied by copy of the sales receipt with all original tags, bagging, labels, etc intact and in new, sellable condition.  See guidelines below for saddles.  Merchandise returned after 30 days from invoice sales receipt may be subject to a 20% restocking fee for merchandise credit only. Returns made without tags, bags, etc may be subject to a substantial restocking fee or refusals of the return. A re-stocking fee may apply to certain items being returned that were drop shipped. If the item is not received back or is received in non-resellable condition, we will not issue a refund.  On returns of merchandise over $100 that received free shipping, a fee of $10 will be deducted from the credit amount to cover our original shipping costs to you.

If product is found to be defective, return of item is subject the manufacturer's warranty and provisions for replacement / repair.  Most defective items returned after 30 days of sale will be limited to EXCHANGE or STORE CREDIT ONLY!  Customer must contact us for Return Authorization and instructions before returning any items. If a replacement item is needed immediately, please contact Customer Service to process a new order. The customer will be billed for the replacmeent merchandise, then a credit issued for the original item only after manufacturer has inspected the item and finds that item meets terms of warranty.

EBAY purchases are not returnable for refund.  We will exchange for different color / size of same item if available from our in-store stock.  Otherwise a store credit will be issued, less shipping charge.  Please notify us for instructions prior to sending any EBAY items back.

Customer pays return shipping to us, as well as shipping for any exchanges.  Please be advised that you are responsible for using proper packaging and purchasing insurance when returning an item to us and you must ship using a method that offers tracking on your package, i.e. UPS, FedEx, or USPS with Delivery Confirmation.

Refunds are given only for the merchandise returned...we do not refund shipping unless there was an error made in shipping by us (damaged, defective, wrong item sent, etc.). Once an item is returned to stock, a refund is made back to the original credit card generally within 48 – 72 hours.

I placed an order online, then changed my mind!  Can I cancel the order?

Most orders can be cancelled provided they haven't already shipped.  If your items have shipped, you can return the entire order after it is received, within 30 days of sales receipt for a refund (less shipping charges).  The only items that cannot be cancelled after placing the order online are custom ordered saddles (18.5 and larger seat, custom flaps, etc. - it is noted on the product page that these items are NON-RETURNABLE).  If the order has been placed with the manufacturer and it has been processed at the factory, it may be too late to cancel the order.  Please email us at sales@carouselhorsetack.com as soon as possible if you wish to cancel any part of your order.

Saddle Purchases / Returns: 

New and Demo saddles ship to customer at NO CHARGE. However, if the saddle is returned or exchanged, a $35 charge is assessed – this is to cover our costs of shipping the saddle to you.  Most saddles are returnable, unless otherwise noted on product page (i.e., custom flap, large seat / tree).  All original tags must be intact and saddle must returned in same BRAND NEW condition as when it was shipped. 

Consignment saddles should be returned in basically the same condition it was received (pictures are taken before saddle is shipped for comparison). Any additional saddle wear or marks will reduce your refund by at least 10%. Customer pays shipping on consignment saddles to and from our store, so no fee is applied when saddle is returned.Customers must pay all shipping fees (to and from) for consignment saddles. Customer is responsible for all return shipping charges on all saddles.

Please take the following precaustions when trying saddles:

1. Please do not clean or oil saddles
2. Protect the saddle from stirrup leather marks by wrapping the leathers in a sock with the feet cut out or wrap well with plastic wrap.  Place soft fabric or cloth under billets before tightening girth to prevent markings or rubs on flaps.
   
3. Keep the saddle covered and protected at all times from dirt, wetness, etc.
   
4. Please contact the store within the alloted time as whether you will return the saddle.

IF YOU DECIDE TO RIDE IN A NEW SADDLE PURCHASED FROM US PLEASE TAKE NOTE: New saddles CANNOT BE RETURNED if any marks or scuffing occur on flaps, billets or stirrups during the trial period.  Please take the utmost care to protect it, and be certain before riding or girthing up a new saddle that it fits both you and your horse.

Trial Period – NEW & Consignment Saddles:

For NEW and Consignment saddles, the customer has seven (7) days upon receipt of the saddle(s) to determine whether or not he or she is keeping the saddle. If customer decides against keeping the saddle, he or she must email The Carousel Horse to notify them and receive a Return Authorization #.  Saddle must be received back by The Carousel Horse within 14 days of invoice / sales receipt date.  Please package the saddle in original box with all materials in the same manner in which it was received.  It is the responsibility of the customer to send the saddle via approved carrier (UPS, Fed Ex, DHL) with adequate insurance and tracking information available.  If the saddle is not returned within the time period, the saddle is considered sold and is non-returnable.

Exchanges:

Exchanges are shipped out upon satisfactory return of your item(s), and the card on file is charged for shipping unless other arrangements have been made. We will not pay for return shipping to us unless there was an error made in shipping by us. Product exchanges will be charged the standard shipping rate including products that originally shipped for free.  For items over $100.00 that originally shipped for free, you will be charged actual shipping fees.

We cannot take back the following items: Undergarments, Bits, Open Software, Videos, Custom Items and Books. Customer service and return and exchange inquires will be handled within 7 business days.

Return Your Items with a copy of your original receipt with note of your Return Authorization # to:

                    The Carousel Horse - Returns Department
                                     205 Neupert Road
                                     Cabot, PA 16023


If the order is damaged, defective or the wrong item was shipped, please save the carton and all the packing material as well as the item.  Notify us within 48 hours of receipt at sales@carouselhorsetack.com.