Refund policy

RUBY ROO SADDLES – RETURN & EXCHANGE POLICY

Last Updated: 4/28/26

At Ruby Roo Saddles, we understand that finding the correct fit for both child and pony is extremely important. We take pride in offering thoughtfully designed saddles along with professional fitting guidance to help make the selection process as smooth as possible.

If something is not quite right, we are happy to review eligible returns within the guidelines below.

15-DAY RETURN POLICY

Eligible items may be returned within 15 calendar days of the delivery date shown by the shipping carrier tracking information.

To begin a return, customers must first obtain a Return Authorization (RA) by contacting:

Ruby Roo Saddles
Phone: 713-504-6812
Email: rubyroosaddles@gmail.com

Returns shipped without prior authorization may be refused.

RETURN ELIGIBILITY REQUIREMENTS

To qualify for return approval, all merchandise must:

  • Be returned within 15 days of delivery

  • Be in new, unused, and resellable condition

  • Be free of dirt, hair, odors, sweat, scratches, creasing, or wear

  • Include all original packaging, tags, accessories, and components

  • Be properly packaged to prevent shipping damage

Any evidence of riding use, excessive handling, damage, alteration, or missing components may void eligibility for return.

Ruby Roo Saddles reserves the right to deny any return that does not comply with this policy.

SADDLE TRIAL GUIDELINES

Customers participating in a saddle trial are responsible for maintaining the saddle in new condition during the evaluation period.

We strongly recommend:

  • Using a clean saddle pad at all times

  • Covering stirrup leathers to prevent marking

  • Keeping the saddle indoors and protected from moisture

  • Avoiding dirt, scratches, scuffs, creasing, or excessive handling

  • Carefully testing the saddle before extended riding use

Saddle fit preferences may vary between horse, pony, and rider. A trial period, fitting consultation, or saddle recommendation does not guarantee permanent suitability or fit.

NON-RETURNABLE ITEMS

The following items are considered final sale and are not eligible for return or refund:

  • Custom or special-order saddles

  • Personalized or monogrammed items

  • Clearance or discounted merchandise

  • Used or damaged items

  • International orders unless otherwise approved in writing

RETURN SHIPPING

Customers are responsible for all return shipping expenses unless the return is due to a verified manufacturer defect or shipping error by Ruby Roo Saddles.

Customers may use the carrier of their choice; however, we strongly recommend:

  • Tracking

  • Insurance

  • Signature confirmation

Customers remain responsible for merchandise until safely received and inspected by Ruby Roo Saddles.

Ruby Roo Saddles is not responsible for return shipments lost, delayed, or damaged in transit.

REFUNDS

Approved refunds will be issued to the original form of payment after the returned merchandise has been received and inspected.

Please allow approximately 5–10 business days for processing once the return arrives.

Original shipping charges are non-refundable unless the return is due to an error by Ruby Roo Saddles.

If returned merchandise does not meet the requirements outlined in this policy, the return may be denied and shipped back to the customer at the customer’s expense.

EXCHANGES

Exchanges are subject to product availability.

To avoid inventory sell-outs, customers may place a new order for the desired item while the original return is being processed.

For assistance with:

  • saddle selection,

  • sizing,

  • tree selection,

  • fitting guidance, or

  • exchange requests,

please contact Ruby Roo Saddles directly.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

If an item arrives damaged, defective, or incorrect, customers must contact Ruby Roo Saddles within 7 days of delivery.

Please provide:

  • Order number

  • Description of the issue

  • Clear photographs of the merchandise and packaging

If approved, Ruby Roo Saddles may:

  • repair the item,

  • replace the item, or

  • issue a refund at our discretion.

RETAILER & DEALER PURCHASES

Items purchased through independent retailers, dealers, distributors, or third-party websites are subject to the policies of the original place of purchase.

Please contact the original retailer directly regarding return requests or exchanges.

QUESTIONS OR RETURN AUTHORIZATION

For questions regarding returns, exchanges, saddle fitting guidance, or product support, please contact:

Ruby Roo Saddles
713-504-6812
rubyroosaddles@gmail.com
www.rubyroosaddles.com