Exchanges & Returns
Returns & Exchanges — Orvella Equestrian
At Orvella Equestrian, we want you to feel confident in every purchase. Because many of our products are fitted, personal, or protective, certain items have specific return restrictions. Please review this policy carefully before placing your order.
Before You Order
The best return is the one that never needs to happen. If you're unsure about sizing or fit, especially when purchasing safety equipment, please contact us before ordering. We're happy to help you select the right size.
For sale items, some products may have minor cosmetic imperfections, such as slight discoloration, that do not affect their use. If you have questions about the condition of a sale item, please contact us before purchasing and we're happy to provide additional information or photos when available.
Eligible Returns
The following items may be eligible for a refund, exchange, or store credit:
Apparel
Must be unworn, not ridden in, and returned with all original tags attached.
Tack & Equipment
Must be unused and returned in the original packaging.
Accessories
Must be unused and returned with all original tags and packaging.
All eligible returns must be received by Orvella Equestrian within 14 days of delivery. Returns received after this period will not be accepted.
Final Sale Items
The following items are final sale and cannot be returned, exchanged, or refunded:
Helmets, Air Vests & Airbags.
Protective equipment cannot be returned once it has left our possession because we can no longer verify its integrity or safety. Please contact us before purchasing if you need assistance with sizing or fit.
Footwear
All boots and footwear are final sale.
Custom & Made-to-Order Items
Products made specifically for you are final sale and cannot be returned or exchanged.
Sale & Discounted Items
All sale and discounted items are final sale unless otherwise stated at the time of purchase.
How to Start a Return
To request a return, email info@orvellaequestrian.com within 14 days of delivery.
Please include:
- Your order number
- The item(s) you would like to return
- The reason for your return
Please wait for return approval before sending your package. If your return is approved, we will provide the return address and any additional instructions.
Unauthorized returns may not be accepted.
Return Shipping
Customers are responsible for arranging and paying for return shipping unless the item arrived damaged or we made an error with the order. We strongly recommend using a tracked shipping service and keeping your tracking information until your return has been processed. Original shipping charges are non-refundable.
Refunds & Exchanges
Once your return has been received and inspected, we aim to process your refund, store credit, or exchange within 5 business days.
Approved refunds will be issued to the original form of payment. Please allow additional time for your bank or payment provider to reflect the refund in your account.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible. Because orders may be processed or sent to suppliers shortly after being placed, cancellation requests cannot always be accommodated.
If a cancellation is approved after processing has begun, a 10% cancellation fee may be deducted from the refunded amount to cover payment processing and costs associated with orders already initiated with our suppliers.
Damaged Items
If your order arrives damaged, please contact us at info@orvellaequestrian.com within 7 days of delivery.
Please include your order number and clear photos of the damaged item and packaging so we can assess the issue and assist you with the next steps.
Damage claims submitted after 7 days may not be eligible for a refund or replacement.
Chargebacks
If you have a concern about your order or a refund, please contact us directly at info@orvellaequestrian.com so we have an opportunity to resolve the issue with you.
Unauthorized or fraudulent chargebacks may be disputed and addressed through the appropriate legal and payment-processing channels.
Questions
Have a question about sizing, fit, returns, or a particular product? We're happy to help before you order.
Email: info@orvellaequestrian.com
Thank you for choosing Orvella Equestrian.