Warranty, Shipping & Returns
Jen X Equine Saddle Pads have a strict 1 year from purchase warranty for manufacturing defects. This does not include the destruction of pads caused by bad saddle fit and poorly made saddles. This includes but is not limited to "I've only used it 6 times" and "I've barely used it." There is no way of verifying usage and that you did not lend the pad to your trainer, husband, friend, etc. We will need pictures verifying saddle fit with the pad on your horse and brand of the saddle before a refund is issued. We specialize in correcting saddle fit and have been incredibly successful working with people through the years, however, the influx of incredibly poorly made and mass-marketed saddles from India and Pakistan, have become an increasing detrimental issue to our company and our horses.
If the pad is custom made for your horse, we will provide one free replacement for up to 1 year from delivery date, for any manufacturer's defects. If any additional custom pads are necessary, the customer will be charged full price for the pad.
You may return most new stock items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). Custom items, including custom-sized items have a 25% restocking fee. Riding Capes and Riding Ponchos are made to order and may not be returned unless defective. Items returned for ridiculous reasons such as "my trainer doesn't think it will work" or "my horse prefers the color blue", are subject to a discretional 10% restocking fee based on how much we laugh. (And yes, those are actual quotes.)
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases, you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions on how to return items from your order.
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.