RETURNS

 

If you need to return an item, please read the information below.  Didn't get a copy of our RETURN FORM with your shipment?  Click here for a PDF.

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

If you are unsatisfied with any part of your order, please follow the instructions on the the Return Form enclosed with your order to return your items.

Most returns must be received by us within 30 days of your sales receipt for exchange, credit or a refund.  See guidelines below for saddles.


All returns must be accompanied by copy of the sales receipt with all original tags, bagging, labels, etc intact and in new, sellable condition.  If the item is received in non-resellable condition, we will not issue a refund and will be returned to the customer at their expense.  Returns made without tags, bags, etc may be subject to a substantial restocking fee or refusals of the return.  We cannot take back the following items: Undergarments, Bits, Open Software, Videos, Custom Items, Special Order Saddles, Books. Merchandise received back after 30 days from invoice sales receipt may be subject to a 20% restocking fee for merchandise credit only and require approved return authorization from The Carousel Horse LLC prior to shipping any items back. We reserve the right to refuse any return after 30 days from sale date.

IMPORTANT NOTE: Items that were shipped out for free will be refunded LESS the original cost of shipping if asking for refund.  On multiple item orders that received free shipping, we will waive the shipping deduction if the merchandise kept by customer values more than $100.

Customer pays return shipping to us, as well as a flat rate shipping fee of $6.95 for any exchanges. Refunds are given only for the merchandise returned...we do not pay for shipping unless there was an error made in shipping by us (damaged, defective, wrong item sent, etc.).  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.

Once an item is returned to stock, a refund is made back to the original credit card generally within 48 – 72 hours.

 

Saddle Purchases / Returns: 

New and Test Ride 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.  Please read below TRIAL PERIOD for return timeframe on saddles.

IF YOU DECIDE TO GIRTH UP 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.

Consignment and Test Ride saddles may be ridden in, but should be returned in basically the same condition it was received (pictures are taken before saddle is shipped for comparison). Any substational saddle wear or marks will reduce your refund by at least 10%. Please do not oil or clean the Consignment or Test Ride saddles.

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, and new saddles that were dropshipped may be subject to a restocking fee. 

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.

 

Trial Period – NEW, Test Ride, and Consignment Saddles:

For most NEW, Test Ride, or Consignment saddles (see exception below for Billy Royal 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 # and further instructions.  Please package the saddle in original box with all materials in the same manner in which it was received. Saddle must be received back within seven (7) days of RETURN AUTHORIZATION DATE.  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.

SADDLES SHIPPED BACK WITHOUT RETURN AUTHORIZATION OR NOT TO THE ADDRESS SPECIFIED IN INSTRUCTIONS PROVIDED ON THE RA PAPERWORK WILL BE REFUSED AND SHIPPED BACK TO THE CUSTOMER AT THEIR EXPENSE.

 

Trial Period –  Saddles purchased through EBAY:

PLEASE SEE THE EBAY PRODUCT LISITING ON THE ITEM YOU PURCHASED FOR SPECIFIC RETURN GUIDELINES.   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.

SADDLES SHIPPED BACK WITHOUT RETURN AUTHORIZATION OR NOT TO THE ADDRESS SPECIFIED IN INSTRUCTIONS PROVIDED ON THE RA PAPERWORK WILL BE REFUSED AND SHIPPED BACK TO THE CUSTOMER AT THEIR EXPENSE.

 

Trial Period – Billy Royal Saddles: 

If customer decides against keeping the saddle, he or she must notify The Carousel Horse immediately upon receipt to receive a Return Authorization # and call tag.  Saddle must be returned to the manufacturer's warehouse within 10 days of sale.  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.

SADDLES SHIPPED BACK WITHOUT RETURN AUTHORIZATION OR NOT TO THE ADDRESS SPECIFIED IN INSTRUCTIONS PROVIDED ON THE RA PAPERWORK WILL BE REFUSED AND SHIPPED BACK TO THE CUSTOMER AT THEIR EXPENSE.

 

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 a flat rate shipping fee of $6.95.

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 completed RETURN FORM 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 3 days of receipt.

 

What if my item is defective?

Return of item is subject the manufacturer's warranty and provisions for replacement, repair or credit.  Customer must contact us for instructions before returning any defective items.  Please note that we can not ship a replacement or issue credit until we receive and examine the item.

If a replacement item is needed immediately, please contact Customer Service to process a new order. The customer will be billed for the replacement merchandise, then a credit issued for the original item only after manufacturer has inspected the item and finds that item meets terms of warranty.

 

When I received my order, it was damaged or the incorrect item sent

CUSTOMER MUST NOTIFY US WITHIN 3 DAYS OF RECEIPT IF YOU RECEIVE THE WRONG ITEM OR YOUR ORDER HAS BEEN DAMAGED IN SHIPMENT.

Received Wrong Item:  We are very sorry for any inconvenience our error has caused.  Please rest assured that we will do everything we can to resolve the situation as quickly as possible.  We will issue a prepaid shipping label for you to ship the item back. Please note that we can not ship a replacement to you until we receive the incorrect item back. If you need a replacement right away, we suggest you place a new order – a credit will be issued as soon as the wrong item is received back.

Damaged in Transit:  Please email Customer Service for instructions.

 

The item you sent doesn't exactly match the description / photo of the product on your website

The description and photos on our website are provided by the manufacturer of the product. Occassionally the manufacturer may make slight changes to the product without updating their information. With the volume of products we deal with we cannot check every item against the manufacturer's description & photo of that product during every incoming shipment. Please be aware that due to lighting, computer monitor settings, or variations in production batches, the color / finish of a product you see on your screen may differ slightly from the actual item, however the functionality and overall quality of the product will remain the same. We make every effort to accurately represent items sold on our website.  If you are unhappy with the product, please contact us for return authorization. We will issue a full refund, less return shipping charges.

 

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).  Please email us at sales@carouselhorsetack.com as soon as possible if you wish to cancel any part of your order.

The only items that cannot be cancelled after placing the order online are special 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 is too late to cancel the order