We have a 7-day return policy, which means you have 7 days after receiving your item to request a return. Please place your original order form in the returned package for proper identification of the order. Refunds and exchanges are subject to delay if original order form is not present.
-Returned items MUST remain unwashed and unworn, with original tags attached. NO RETURNS OR EXCHANGES FOR SWIMWEAR.
-Original shipping fees are NON REFUNDABLE and the customer is responsible for the shipping and handling costs of the returned item(s).
-When returning shoes, please place shoe box in another box/bag so original box does not get damaged in the return process. If the shoe box is returned to us damaged a 10% fee will be deducted from your store credit on that item.
-No returns or exchanges on ANY JEWELRY, swimwear, headwear, sale items. All sales final.
-ALL SALE ITEMS ARE FINAL AND CAN NOT BE RETURNED. Sale items returned will be REJECTED. All items bought with a discount of 30% or more is ineligible for a return.
-If your return is rejected you will be notified & you WILL be responsible for shipping costs back to you.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. No broken pieces, no visible signs of use. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@burchhilltack.com
You can always contact us for any return questions at support@burchhilltack.com
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, or damaged, or if you receive the wrong item so that we can evaluate the issue and make it right. Please note that we are not responsible for replacing any conchos if you do not properly tighten conchos on your tack set resulting in loss of conchos.
Exceptions / non-returnable items
All custom handcrafted products cannot be returned (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since w approved your return, please contact us at support@burchilltack.com
Cancellation Request Policy
We understand that plans can change, and we aim to be as flexible as possible. Please review our cancellation policy below before submitting a request.
Order Cancellation Window
Cancellation requests must be submitted within 1 hour of placing your order. Once this window has passed, we may be unable to cancel the order as it may already be in processing or shipment.
How to Request a Cancellation
To request a cancellation, please contact us as soon as possible by:
Submitting a request does not guarantee cancellation. All requests are reviewed on a case-by-case basis.
Orders That Cannot Be Cancelled
We are unable to cancel orders that:
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Have already been shipped
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Are custom-made, personalized, or made-to-order
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Are marked as final sale or non-cancellable at checkout
If your order cannot be cancelled, you may still be eligible for a return or exchange in accordance with our Return Policy.
Refunds for Cancelled Orders
If your cancellation request is approved:
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A full refund will be issued to the original payment method
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Refunds are typically processed within [2-3 business days]
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Processing or payment provider fees (if applicable) may be non-refundable
Changes to Orders
If you would like to modify your order instead of cancelling (e.g., address updates or product swaps), please contact us immediately. We’ll do our best to help before the order is processed.
Items Subject to Restocking Fees
The following items may incur a restocking fee if returned:
- Saddles (all types, including custom or specialty orders)
- Saddle packages and bundles
- Large or oversized tack items (such as saddle racks, trunks, or equipment)
- Special order or made-to-order items
- High-value equipment and gear
Restocking Fee Details
- A restocking fee of 10–20% will be deducted from the refund amount
- Fees vary depending on the item, condition upon return, and original packaging
- Items must be returned in clean, unused, and resellable condition with all original tags and packaging
Shipping Costs
- Original shipping costs are non-refundable
- Return shipping is the responsibility of the customer unless the item arrived damaged or incorrect
Damaged or Incorrect Orders
If your item arrives damaged or you receive the wrong product, please contact us within 48 hours of delivery. We will make it right as quickly as possible.
Pre-Order & Made-to-Order Policy
At Burch Hill Tack, many of our items are made-to-order or offered as pre-orders to bring you unique, high-quality products you won’t find everywhere else.
Because of this, all pre-order and made-to-order items require a production timeframe of approximately 4–6 weeks before shipping.
Production & Shipping Timeframes
- Orders are processed in the order they are received
- Production typically takes 4–6 weeks, but may extend slightly due to:
- High order volume
- Material availability
- Manufacturer delays/backorders
Backorders
In some cases, materials or items may become temporarily backordered during production. If this occurs:
- Your order will still be fulfilled as soon as inventory becomes available
- We will communicate any significant delays
Order Commitment
By placing a pre-order or made-to-order purchase, you acknowledge and agree to the production timeline.
- Orders cannot be canceled or refunded due to production timeframes or delays within this window
- Once production has started, the order is considered final sale
Exceptions
If your order exceeds a significantly extended timeframe (beyond our standard production window), we are happy to review options on a case-by-case basis.
Our Goal
We’re always happy to help you choose the right fit before purchasing—especially for saddles and high-value items. If you have questions, please reach out prior to ordering so we can ensure you get exactly what you need.
Policy Updates
We reserve the right to update or modify this policy at any time. Changes will apply to orders placed after the updated policy is published.
