Refund policy

Order Cancellation Policy

At Horse Gear Canada Ltd., we understand that circumstances can change and you may need to cancel your order before it ships. We aim to make the cancellation process as straightforward as possible. 

To initiate a cancellation, please submit a request through our website or contact our customer service team at: 

Info@Horsegearcanada.com

 

Cancellation Terms:

Before submitting your request, please review our cancellation terms below:

1. Cancellation Window

• You may cancel your order at any time BEFORE it has been shipped. Once an order has shipped, it can no longer be cancelled and will be subject to our Return and Refund Policy.

2. Processing Fee

• A 3% fee will be deducted from the total amount of your order to cover credit card processing fees incurred at the time of your purchase.

3. Refund Process

• Once your cancellation request is received/approved, we will process your refund, minus the 3% processing fee. The funds will be returned to your original payment method.
• Please contact your financial institution directly with any questions regarding refund-processing times.

 

Return/Refund Policy

If there is an issue with an item you received or you have questions about your order, please contact Horse Gear Canada. We will be happy to answer your questions and assist you through the process.

All return requests MUST be submitted through our Return Request Page or by email. To submit your request through email, please contact us at:

Info@Horsegearcanada.com

All returns must be approved in advance and issued a return authorization code by Horse Gear Canada. Unauthorized returns, including returns sent without an authorization code, will not be accepted.

Product Return:

Once you have received confirmation that your return/refund request has been authorized, please refer to these requirements to complete the return process:

1. Condition

• To be eligible for return, the product must be in new, unused condition and include all original packaging. Products that have been used, altered, damaged or returned without their original packaging may not be eligible for a refund.
  

2. Packaging

• Product(s) must meet all return-condition requirements listed above and be securely shipped in their original product packaging.
• Item(s) must be returned with the original packing slip included in the package. If the packing slip is unavailable, please include a note identifying your name and order number.

3. Restocking Fees

• There is a 5% restocking fee on all returns made within 10 days of receipt of the item(s). There is a 10% restocking fee on all returns made within 11-30 days of receipt of the item(s).
• There are no returns or exchanges after 30 days.

4. Shipping / Handling Costs

• Customers are responsible for all return shipping costs. Original shipping and handling charges are non-refundable.
• If an order qualified for free shipping over $250 CAD, the original shipping cost paid by Horse Gear Canada may be deducted from the refund amount.
• Horse Gear Canada is not responsible for products that are lost or damaged during return shipping.

5. Final Sale

• Consumable, Sale/Clearance items are final sale.
• Special Order and uncommon sizes may not be eligible for return or refund. Please contact us before purchasing if you have questions about the return eligibility of a particular product.

 

Damaged/Defective Product:

If you are requesting a refund due to a product quality issue, clear photos showing the issue must be included with your return request email.

Please do not return or dispose of the product unless instructed to do so by Horse Gear Canada. Depending on the circumstances, we may advise that a return is not required or request that the product be returned before a refund is approved.

 

Thank you for reviewing our cancellation and return policies. If you have any questions or require assistance, please contact us before submitting your request—we’re always happy to help.