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Customer satisfaction is our number one priority at SaddleBack Western. We will do our very best to satisfy every customer, every time - to the best of our ability.
Green Return Policy - Products Under $50
SaddleBack Western has always been a "green" company. That's one of the reasons why we've changed the way we handle returns of items under $50.00. After much consideration and weighing both good stewardship towards the earth and a profit/loss ratio on returns under $50.00 we have decided to institute a "donation/refund" of your purchase price. If for any reason you are not happy with any order under $50, we will refund your money, and you do NOT have to return the item back to us. Simply send us a receipt from an IRS approved charity showing that the item was donated, and we will refund the purchase price in full. This eliminates the need for packing materials, a box for shipping, time and gas to return the item to UPS, and gas spent on transporting the item back to our warehouse.
All “green” returns must be submitted within 14 days of purchase, this includes proof of donation. “Green” returns submitted more than 14 days from purchase will not be accepted. This offer is limited to one household per year.
Return Policy - Products Over $50*
Unused merchandise in original condition (and in the original boxes or packages) with a purchase price of over $50 may be returned for a product exchange or a product refund within 30 days of receipt.
Before returning an item you must get a Return Authorization number by clicking here to ensure proper tracking.
Customers will receive a refund for the amount of the product not for the original shipping fee. Unfortunately, we cannot refund the cost of the shipping. SaddleBack Western assumes the "ship to" costs ("free shipping") only on purchases that are not returned. A 15% restocking fee may apply when returning certain items.
Customers are responsible for shipping items back to us and shipping charges are not refundable. Our customer service representatives can give you additional shipping information.
*Exclusions to this include:
Items which are custom made to order and also very large and heavy items which are delivered by truck. Truck shipments must be inspected upon delivery and defects or damages should be noted with the driver before signing the Bill of Laden. See details about this on our shipping page.
Defective and or damaged items will be repaired or replaced at no charge. Claims for defective or damaged products must be made within 5 days of receiving your order so please open your package and inspect it carefully upon receipt.
After 15 days have passed, defective merchandise is under the manufacturer's warranty. Please read the warranty information enclosed with each product. If you should receive any item that is "defective on arrival", please contact us immediately and we will replace the item at our expense. Defective items will only be replaced for the same item.
If you have any questions concerning damaged, defective or missing items please contact us.
Cancellation Fee for Custom Made & Special Order Items
Custom made and special order items are subject to a 20% cancellation fee.
Please keep these considerations in mind when making your purchase. If there are any questions as to whether an item is returnable or not, please contact us.
Our return policy was last updated on September 8, 2011.