At Ovation Sale Shop, we are committed to your complete satisfaction with our premium equestrian products. We understand that finding the perfect fit and style is essential for both competitive riders and casual enthusiasts. If you’re not entirely satisfied with your purchase, our straightforward returns and exchanges process ensures you can shop with confidence.
Return & Exchange Eligibility
Timeframe
We accept returns and exchanges within 15 days of your receipt of items. To be eligible, items must be unused, in their original packaging, and with all tags attached.
Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned or exchanged:
- Equestrian Footwear (unless defective)
- Gloves
- Competition Shirts and Casual Riding Tops (unless unopened in original packaging)
- Personalized or custom-made items
- Items marked as “Final Sale”
Note: All returns require a Return Authorization (RA) number. Returns received without an RA number will not be processed.
Return Process
Request Return Authorization
Contact our customer service team at [email protected] within 15 days of receiving your order. Include your order number and the items you wish to return.
Complete Return Form
We will email you a Return Authorization form to complete. Please indicate whether you prefer a refund or exchange.
Package Your Items
Securely package the items in their original packaging with all tags attached. Include the completed return form inside the package.
Ship Your Return
Ship your package to our returns address. We recommend using a trackable shipping service as you are responsible for the return shipping costs unless the return is due to our error.
Exchange Process
Exchanges follow the same process as returns. When requesting your Return Authorization, please specify:
- The item you wish to exchange
- The replacement item (style, size, and color)
- If the replacement item costs more, you will need to pay the difference
- If the replacement item costs less, we will refund the difference
Once we receive your return, we will process your exchange and ship the new item within 1-2 business days.
Refund Information
Refund Processing Time
Once we receive and inspect your returned item(s), we will process your refund within 3-5 business days.
Refund Method
Refunds will be issued to your original payment method:
- Credit/Debit Cards (Visa, MasterCard, JCB): 3-10 business days to appear on your statement
- PayPal: 2-5 business days to appear in your account
Please note that original shipping fees are non-refundable, unless the return is due to our error.
Return Shipping
Customers are responsible for return shipping costs unless the return is due to:
- Defective or damaged items
- Incorrect item shipped
- Our error
In these cases, we will provide a prepaid shipping label or reimburse your return shipping costs.
International Returns
As we serve equestrians worldwide (excluding certain parts of Asia and select remote regions), international returns are accepted following the same process. Please note:
- International customers are responsible for all return shipping costs and any applicable customs duties or taxes
- Refunds will be issued in US dollars
- Return processing may take additional time for international shipments
Return Authorization Request Template
Subject: Return Authorization Request – Order #[Your Order Number]
Email to: [email protected]
Dear Ovation Sale Shop Customer Service Team,
I would like to request a return authorization for my recent order.
Order Number: [Your Order Number]
Order Date: [Date of Order]
Items to Return/Exchange:
- [Product Name], [Size], [Color] – [Reason for Return]
- [Add additional items as needed]
Preferred Resolution: [Refund / Exchange for (specify product details)]
Please provide return instructions and the Return Authorization number at your earliest convenience.
Thank you,
[Your Full Name] [Your Email Address] [Your Phone Number – Optional]Contact Information
For returns and exchanges questions, please contact:
Email: [email protected]
Address:
Ovation Sale Shop
1957 Cantebury Drive
New York, US 10013
We typically respond within 24-48 hours during business days.
Thank you for choosing Ovation Sale Shop for your equestrian needs. We appreciate your business and are committed to ensuring your complete satisfaction with our premium riding apparel and equipment.