Return and Exchange Policy
Our goal is to accurately describe our products through photos and descriptions on our site. If you are still unsure of a product please send us a message through our Contact Us Page before you make a purchase.
If you would like to return or exchange a product please complete the following form.
Return & Exchange Conditions
All products returned or exchanged must meet the following conditions:
- Be in new, resalable condition
- Be free of any visible damage, dirt, wear, or use — including loose animal hair
- Be unaltered in any way
- Be returned in original packaging, free from damage
- Include all original merchandise tags attached to the product
- Include the original or a copy of the sales receipt
- Bits must be unused, and the original Eaglewood bit tag must remain attached to the mouthpiece. Tags removed and reattached will void the return
- Hoof boots and shoes must be clean and unworn
- CEECOACH 1 and 2 products must still have plastic seal intact. Must not be opened.
- New and Used Saddles have their own Policy, please see below
Inspection of Returns:
Returned items will be inspected upon receipt. Products showing excessive wear, damage, or signs of use may not be accepted, or a partial refund may be issued at Eaglewood’s discretion. If a product is not accepted for return, it will be shipped back at your expense, or you may choose to pick it up in person.
Products Not Eligible for Return or Exchange
Products may not be returned or exchanged if:
- They have been used or worn
- They have been treated with scented products (including perfume, deodorizers, sprays, or similar items) or retain any noticeable odor
- Any leather product has been treated with leather soap, conditioner, oil, or any other substance
- Horse health care products have been opened, including opened packaging or boxes
Final Sale — No Returns or Exchanges
The following items are final sale and cannot be returned or exchanged:
- Indigestible Products
- Wormers (paste and liquid)
- Products susceptible to freezing during transport or delivery, including liquids, aerosols, or pastes
- Books and DVDs
- Custom or special-order products
- Trial bits
- Consignment equipment
- Products damaged while on a horse, regardless of wear time. This includes, but is not limited to, blankets, metal clips or fasteners, and leather products
Cloth & Material Products
(Including, but not limited to clothing, blankets, saddle pads, polos, and bandages)
All cloth and material products must:
- Have all original tags attached
- Be free of dirt, wear, washing, or use — including loose animal hair
- Be returned with original packaging, such as garment bags
Damaged or Incorrect Products on Arrival
Any products received damaged must be reported through our Contact Us page within 5 business days of shipment delivery.
Any incorrect products shipped by Eaglewood (wrong item, size, or variation) must be reported within 10 days of delivery.
Photos of the damaged or incorrect product must be taken immediately, and all original packaging retained. The courier may request the packaging at a later date as part of a claim.
If the original packaging is not retained, we cannot issue a refund, replacement, or exchange — even if the issue is reported within the required time frame.
New Saddles
New saddles have a 7 day trial period. The trial will commence the day the saddle is delivered by the carrier or picked up by the customer.
During the trial, the saddle may be tested on your horse.
If you would like to return the saddle, you must let us know on or before the 7th day of the trial.
If we have not heard from you on or before the 7th day of the trial period, the saddle is no longer eligible for return or exchange.
Once a saddle has been returned it will be inspected and a refund will be issued for 90% of the retail price after tax.
If a new saddle is returned the customer is responsible for all shipping costs, both to and from Eaglewood.
Saddles must be returned with all original packaging, tags, and accessories.
New saddles may be wiped down with a soft damp cloth
New saddles will not be eligible for return or exchange if:
- They are damaged in any way (scratches, tears, and blemishes)
- They have been oiled, conditioned or cleaned with any product(s)
- They have had gullets exchanged or adjusted
- They have been adjusted by a fitter
Returns and Exchanges Eligibility
Returns and exchanges are only eligible for orders shipped within Canada and the USA. International orders are not eligible.
Return & Exchange Timeline — 30 Days
Local Pick Up Purchases
• Returns or exchanges must be completed within 30 days, inclusive of the purchase and return date.
Online Purchases
• Returns or exchanges must be completed within 30 days, inclusive of the shipment arrival date and the return shipping date (date stamped by courier or post office).
Returns or exchanges submitted outside this 30-day timeline will not be accepted.
Return & Exchange Shipping
Original Shipping Costs
• Shipping costs are non-refundable for orders below our $100 free shipping threshold.
• Orders shipped free (over $100) or containing only one product will not have our actual shipping costs refunded.
Example: Order total $120 → shipped free; shipping cost $15 → Refund issued $105
Return Shipping Costs
• Collect shipments are not accepted and will be refused
• Customers are responsible for all return shipping costs
• Adequate insurance is strongly recommended, as we are not responsible for lost or damaged returns
• Return shipping costs for saddle or bit trials are the customer’s responsibility
Exchange Shipping Costs
• A $5 CAD handling fee may be applied for exchanges
Restocking / Handling Fee
• For certain returns, particularly bulk or high-value items, a handling or restocking fee may apply
Exchanges for Different Sizes
- Exchanges for different sizes are subject to product availability
- Customers are responsible for shipping costs on size exchanges
Returns from the USA
All standard return and exchange policies apply to USA customers, with the following additional requirements:
- Ship with USPS as they transfer parcels to Canada Post once they reach Canada.
- Declare shipments as “RETURN OF CANADIAN GOODS”; do not mark as “Sale of Commercial Goods”
- Ensure the correct value of goods is declared to maintain coverage in case of a claim
- Attach a copy of the Eaglewood sales receipt to the OUTSIDE of the parcel for customs verification
- Customers are responsible for all duties, taxes, or broker fees incurred on shipments both to and from Eaglewood
Crediting a Refund
Refunds will be issued to the original method of payment:
- E-Transfer: Within 2 business days
- Credit Card: Allow up to 5 business days for funds to appear
Processing Note:
Refunds are issued after the returned product has been received and inspected by Eaglewood.
Manufacturer Warranties
Some products may include a manufacturer’s warranty. Warranty claims are handled in accordance with the manufacturer’s terms and may be separate from Eaglewood’s returns policy.
Weather, Shipping, and Pandemic Disclaimers
- Eaglewood is not responsible for delays or damage caused by weather, carrier issues, customs, or circumstances beyond our control.
- Products may be affected during extreme weather or shipping conditions; customers are encouraged to inspect items promptly upon arrival.