Return & Refund Policy
We have a 60-day return policy, which means you have 60 days after receiving your item to request a return.
Please note: We do not accept returns on leather bits.
To be eligible for a return, your item must be in the same condition that you received it and in its original packaging. You’ll also need the receipt or proof of purchase.
Buyer will be responsible for return shipping.
To start a return, you can fill in the contact form. Please make sure to provide your order number and reason for 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 will not be accepted.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, including:
We do not accept returns on leather bits or on any bit that has been placed in a horse’s mouth, as these items cannot be restocked or resold for hygiene and safety reasons. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have (if eligible), and once the return is accepted, make a separate purchase for the new item.
European Union 14-Day Cooling-Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.
Please note: The 14-day cooling-off period does not apply to certain items, such as leather bits, due to hygiene and health protection reasons.
As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us using the contact form.
Contact Us
If you have any questions or concerns about our return policy, please don't hesitate to reach out using the contact form. We're here to help ensure you have a positive experience with Cavalon.
