Refund policy
Effective Date: March 1, 2026
At RidgeLine Tack, we want you to feel confident when shopping with us. If an item does not meet your expectations, we offer a straightforward return and refund process subject to the conditions below.
1. 14-Day Return Policy
You may request a return within 14 days of the date your order was delivered.
To be eligible for a return, the item must:
- Be unused and in new, resalable condition
- Be free from dirt, stains, hair, odors, or signs of wear
- Include all original tags, accessories, parts, and packaging
- Be returned in suitable protective packaging
- Not have been altered, personalized, damaged, or improperly used
Items that have been used for riding, fitting on a horse, or otherwise show signs of use may not be eligible for return.
The return period begins on the date shown as delivered by the applicable shipping carrier.
2. Items That Cannot Be Returned
For safety, hygiene, or product-specific reasons, certain products may not be eligible for return. These may include:
- Used riding equipment or tack
- Personalized or customized products
- Products that have been altered at the customer's request
- Items damaged through misuse, improper care, or normal wear and tear
- Products missing original tags, components, or packaging
- Clearance or final-sale items where the product listing specifically states that sales are final
- Other products identified as non-returnable on the product page
If you are unsure whether an item can be returned, please contact our Customer Service team before sending it back.
3. How to Request a Return
Before sending any product back, please contact us at:
Email: service@ridgelinetack.com
Please include:
- Your order number
- The name of the item you wish to return
- The reason for the return
- Photos of the product, if applicable
Our Customer Service team will review your request and provide return instructions if your return is approved.
Please do not send a return package to an address without first contacting us. Returns sent without prior authorization may experience processing delays.
4. Return Shipping Costs
For returns made because you changed your mind, ordered the wrong size, selected the wrong item, or no longer need the product, the customer is generally responsible for the return shipping cost.
If the return is caused by an error on our part, such as:
- The wrong item was shipped
- The product arrived damaged
- The product is defective
- The item received does not match the product ordered
please contact us as soon as possible. After reviewing the situation, RidgeLine Tack may provide an appropriate return solution, including coverage of reasonable return shipping costs where applicable.
5. Damaged, Defective, or Incorrect Items
Please inspect your order shortly after delivery.
If your package arrives damaged, or if you receive an incorrect or defective product, contact service@ridgelinetack.com as soon as possible.
To help us resolve the issue quickly, please provide:
- Your order number
- A description of the problem
- Clear photos of the item
- Photos of the shipping package and shipping label when the package or product was damaged
Do not dispose of the product or packaging until we have completed our review.
Depending on the circumstances and product availability, we may offer a replacement, replacement part, or refund.
6. Exchanges
We may offer an exchange when the requested replacement item is available.
Because inventory can change quickly, we may instead process a return and refund and allow you to place a new order for the desired item.
If you need a different size, color, or product, please contact us before returning the original item so our team can advise you on the available options.
7. Return Inspection
Once your return arrives at our designated return facility, it will be inspected to confirm that it meets the requirements of this policy.
If the returned product is received used, damaged, incomplete, excessively soiled, or otherwise not in resalable condition, RidgeLine Tack may decline the return or reduce the refund amount to reflect the loss in value.
We recommend using a tracked shipping service and retaining your return shipping receipt until your refund has been completed.
RidgeLine Tack is not responsible for return packages that are lost or damaged while being shipped back by the customer.
8. Refunds
Once an approved return has been received and inspected, we will process the applicable refund.
Refunds are generally issued to the original payment method used for the purchase.
The refund may include the eligible purchase price of the returned item. Original shipping charges are generally non-refundable unless the return is the result of an error on our part or another situation covered by this policy.
After RidgeLine Tack processes the refund, the time required for the funds to appear in your account may depend on your bank, credit card issuer, or payment provider.
9. Partial Refunds
In certain circumstances, a partial refund may be issued rather than a full refund.
This may apply when:
- An item has been used
- The product has been damaged after delivery
- Original packaging or components are missing
- The item is returned in a condition that affects its resale value
Any applicable adjustment will be communicated to you during the return review.
10. Order Cancellation
If you need to cancel an order, please contact us as soon as possible at service@ridgelinetack.com.
We will make reasonable efforts to accommodate cancellation requests received before an order has been processed or shipped. Once an order has entered fulfillment or has been shipped, cancellation may no longer be possible and the order may need to be handled through our return process.
11. Refunds for Lost or Undelivered Packages
If tracking information indicates that a package has been delivered but you cannot locate it, please first check with household members, neighbors, building management, and the carrier where appropriate.
If your order is confirmed as lost in transit, please contact us so we can review the shipment with the applicable carrier or shipping provider.
Resolution may depend on the carrier's investigation and the circumstances of the shipment.
12. Promotional and Discounted Orders
If a returned item was purchased as part of a promotion, bundle, quantity discount, or other special offer, the refund may be adjusted if the remaining items no longer qualify for the original promotion.
Any refund will be calculated based on the applicable promotional terms at the time of purchase.
13. Gift Purchases
If an item was purchased as a gift and meets our return requirements, please contact us with the original order information.
Refunds are generally issued according to the original payment method used for the purchase. Additional information may be required to process a gift return.
14. Questions About Returns
If you have any questions about this Return & Refund Policy or need assistance with a return, please contact us:
RidgeLine Tack
Email: service@ridgelinetack.com
Customer Service Hours:
Monday–Friday: 9:00 AM–6:00 PM ET
Saturday: 10:00 AM–4:00 PM ET
Sunday: Closed
We aim to respond to customer inquiries within 1–2 business days.
RidgeLine Tack reserves the right to update this Return & Refund Policy when necessary. Any changes will be posted on this page with an updated effective date.