At Ovation Store, we understand that precision matters in equestrian sports just as it does with your tack purchases. While we strive for perfection in every product we craft, we recognize that sometimes returns or exchanges are necessary. Our policy is designed with the same attention to detail that goes into our premium equestrian gear.

Key Points: 15-day return window | Free returns for defective items | Exchanges for sizing issues | Some non-returnable items for hygiene/safety

Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • Item must be unused and in original condition with all tags attached
  • Original proof of purchase must accompany the return
  • Request must be initiated within 15 days of delivery
  • Certain items are final sale (see section below)

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or exchanged:

  • Bathing & Spot Cleaning products (opened containers)
  • Exam Gloves (hygiene reasons)
  • Brushes (if used)
  • Custom-sized items (bridle parts, breeches with special measurements)

Return Process

Step 1: Initiate Your Return

Email our Rider Support Team at [email protected] with:

  • Your order number
  • Item(s) you wish to return
  • Reason for return
  • Whether you prefer a refund or exchange

Return Request Template

Subject: Return Request for Order #[Order Number]

Dear Ovation Store Team,

I would like to request a return/exchange for my recent order (#[Order Number]). Below are the details:

Item(s) for return: [Product Name(s)]

Reason: [Size issue/Defective/Change of mind]

Preferred resolution: [Refund/Exchange for [Product Name & Size]]

Please advise on next steps. I understand the 15-day return policy and confirm the items are unused with original packaging.

Best regards,
[Your Full Name]
[Your Contact Information]

Step 2: Receive Return Authorization

Within 1 business day, our team will email you:

  • Return authorization number
  • Prepaid return label (for defective items)
  • Instructions for repackaging

Step 3: Ship Your Return

For non-defective returns:

  • Ship items to: Ovation Store Returns, 3849 Sunrise Road, Las Vegas, NV 89119 USA
  • Use trackable shipping (we recommend DHL or FedEx)
  • Include all original packaging and documentation

Refund Process

Once we receive and inspect your return:

  • Timing: Refunds process within 3-5 business days after inspection
  • Method: Funds return to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Deductions: Original shipping costs are non-refundable unless return is due to our error

Exchange Process

For size exchanges or product swaps:

  1. Follow the standard return process above
  2. Clearly state your desired exchange item in your request
  3. We’ll ship the replacement once we receive your return
  4. Expedited shipping available for competition emergencies (contact our team)
International Customers Note: You’re responsible for return shipping costs and any customs duties. We recommend using the original shipping provider (DHL/FedEx) for smoother customs clearance.

Damaged or Defective Items

For items damaged in transit or manufacturing defects:

  • Contact us immediately with photos of the damage
  • We’ll provide a prepaid return label
  • Receive priority processing for replacement or refund

Contact Our Rider Support Team

For urgent competition-related returns or special circumstances:

Email: [email protected]
Mail: Ovation Store, 3849 Sunrise Road, Las Vegas, NV 89119 USA

“In equestrian sports as in customer service – we stand by our products and our riders. Our team understands competition timelines and processes returns with the same efficiency we demand in the arena.” – The Ovation Store Team