You have 7 days from the time of delivery to complete a request for return/exchange via our online system.
Below is a link to our returns form and instructions on the paperwork that must be included for our warehouse service to process the return successfully. Products without original tags cannot be returned. Sticks and flags are non-returnable.
Exchanges are done as a new order and a refund of the item you send back. If you return everything you ordered your refund will be less the actual shipping of your order, which is generally more than our shipping fee.
Flags and sticks are not returnable. No exceptions. If you return them they will not be credited to you.
If you would like to do an exchange, the fastest way is to order your new halter online and then send back the other for return. This will also help avoid disappointment if we sell out of your desired exchange color/size/item while your item is on its way back. This will allow them to cross in the mail.
Please also note that halters with rope undercarriages do loosen by about 15% during break-in. Many people who think their halter is too small actually have a great fit once broken in. If you would like to send a photo, I am happy to confirm halter fit - or not! :-)
Getting Your Return Paperwork
You will need to enter your zip code and order number (without the HEC prefix) again after you have indicated how you want to return so that you can print off the label that allows our warehouse to process your return.
1 - Your return paperwork MUST be enclosed (in the box and exterior barcoded)
2 - Original tags must be on the product, in new condition.
3 - Please note your return tracking in a safe place. Failure to do steps 1 & 2 can mean that you do not receive a refund in a timely manner as it will not be trackable at the warehouse, which services other companies (not just HEC). If you keep your tracking number and I can confirm delivery back to the warehouse, we will have far more options for getting you taken care of.
Troubleshooting
1 - If you get any sort of security warning from your browser, you can ignore this and proceed to site, as all it will ask you is for your order number and zip code and stores no payment information.
2 - Did you enter the order number without the HEC in front of it?
3 - Has too much time elapsed? You have three weeks from the day we shipped your order for the return to arrive back to our warehouse. As we use a warehouse service, and are subject to their rules, we are not able to make exceptions to this return window.
Processing time
During peak times please allow up to 1-2 weeks for your refund to process after the return item has been inspected and logged into stock.To save yourself time and expense with the return, you might want to ask any barn friends if they are interested in what you are returning! Always worth asking. :-)
Further details on return and exchange policies can be found here.