Return and refund policy

At Dover Saddlary, we want you to feel confident about your purchase. Please review our Return and Refund Policy carefully before placing an order.

1. Return Eligibility

We accept return requests for eligible items within 30 days of delivery.

To be eligible for a return, items must be returned in their original condition, unused, unworn, and with all original packaging, tags, and accessories, if applicable.

Items that are returned damaged, used, altered, or without their original packaging may not be eligible for a refund.

2. How to Request a Return

To request a return, please contact us at support@doversaddlary.com within 30 days of receiving your order.

Please include the following information in your request:

  • Your order number
  • The name of the item or items you would like to return
  • The reason for your return
  • Photos of the item, if the product is damaged, defective, or incorrect

Please do not send your return before receiving return instructions from us. Unauthorized returns may not be accepted.

3. Return Shipping Costs

Unless the item is defective, damaged, or incorrect due to an error on our part, customers are responsible for the cost of return shipping.

Original shipping charges, if applicable, are generally non-refundable unless otherwise required by applicable law.

If we confirm that you received a defective, damaged, or incorrect item, we will work with you to determine an appropriate resolution.

4. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

If you receive an item that is damaged, defective, or different from the item you ordered, please contact us as soon as possible at support@doversaddlary.com.

To help us review your request, please provide your order number and clear photos showing the issue, including the product and packaging when applicable.

After reviewing the information, we will determine the appropriate resolution, which may include a replacement, refund, or another suitable solution where applicable.

5. Non-Returnable Items

Certain items may not be eligible for return, including:

  • Items marked as final sale
  • Gift cards
  • Personalized or custom-made items
  • Items that have been used, worn, damaged, or altered after delivery
  • Items returned without prior authorization when authorization is required

Additional non-returnable items may be identified on the applicable product page before purchase.

6. Refund Processing

Once we receive and inspect your returned item, we will notify you regarding the status of your refund.

If your return is approved, your refund will be issued to the original payment method used for the purchase.

Refund processing may take several business days after approval. The time it takes for the refund to appear in your account may vary depending on your bank, payment provider, or payment method.

7. Exchanges

We do not guarantee direct exchanges for returned items.

If you would like a different item, size, or variation, please contact us before returning your original item so that we can advise you on the available options.

8. Order Cancellations

If you need to cancel or modify an order, please contact us as soon as possible.

We will make reasonable efforts to accommodate your request. However, once an order has been processed or shipped, cancellation or modification may no longer be possible.

If your order has already shipped, you may need to follow the return process described in this policy, subject to eligibility requirements.

9. Lost Packages

If your tracking information indicates that your package has not been delivered within the expected delivery timeframe, please contact us at support@doversaddlary.com.

We may request additional information and, where appropriate, investigate the shipment with the shipping carrier.

For additional information about shipping timeframes and delivery issues, please review our Shipping Policy.

10. Contact Information

If you have any questions regarding returns, refunds, or this policy, please contact us:

Dover Saddlary
Email: support@doversaddlary.com

Last Updated: August 20, 2026