At Farm Housse, we understand that the perfect fit and performance are as crucial in your gear as they are in the saddle. Built on the same foundation of trust, precision, and reliability that defines the partnership between rider and horse, our returns and exchanges policy is designed to be straightforward, fair, and respectful of your needs as a dedicated member of our global equestrian community.

We want you to be completely satisfied with your purchase of All Purpose & Endurance Saddles, Dressage Bridles, Breeches, Helmets, or any item from our curated collections. If an item isn’t quite right, we’re here to help make it right.

Our Returns & Exchanges Policy At a Glance

  • Return Window: 15 days from the date you receive your order.
  • Condition: Items must be unused, in their original packaging, with all tags and protective covers (e.g., for Helmets, Saddles, Boots) intact.
  • Process: Initiate a return by contacting our customer care team. Unauthorized returns sent to our Louisville address cannot be processed.
  • Refunds: Issued to the original payment method within 10 business days of us receiving and inspecting the return.
  • Exchanges: Subject to product availability. We recommend starting a return and placing a new order for the fastest service.
  • Shipping Costs: Original shipping fees are non-refundable. Return shipping is the customer’s responsibility unless the error is ours.

Please Note: For hygiene and safety reasons, we cannot accept returns on the following products, unless they are faulty or we have sent the incorrect item:

  • Custom Bits: Made specifically to your specifications.
  • Baselayers & Children’s Tops/Show Shirts: Due to intimate apparel hygiene standards.
  • Bell Boots & Breastplates & Attachments that show signs of use or have been removed from original packaging in an irreversible way.
  • Any item that has been used, fitted on a horse, altered, or is not in a resalable condition.

Step-by-Step Return & Exchange Process

Step 1: Initiate Your Request (Within 15 Days of Receipt)

Email our dedicated customer care team at [email protected] with the subject line “Return/Exchange Request – Order #[Your Order Number]”. Please include the details outlined in the template below to expedite your request.

Step 2: Await Authorization & Instructions

Our team, comprised of fellow equestrians who understand your needs, will review your request and respond within 1-2 business days. We will provide you with a Return Merchandise Authorization (RMA) number and precise instructions for shipping the item back to our facility at:

Farm Housse Returns
908 Lodge Hill Road
Louisville, US 40223

Please do not send returns to this address without an RMA number.

Step 3: Ship Your Return

Securely pack the item(s) in their original packaging, include the RMA number clearly visible on the outside of the box, and ship it via a trackable service (we recommend DHL, FedEx, or EMS). You are responsible for the return shipping costs and any potential customs duties. We cannot be held liable for items lost in transit without a tracking number.

Step 4: Refund or Exchange Processing

Once we receive and inspect your return (processing takes 3-5 business days after arrival):

  • Refunds: We will initiate a refund to your original payment method (Visa, MasterCard, JCB, PayPal). Please allow up to 10 business days for the refund to be fully processed and appear in your account. The timing depends on your financial institution.
  • Exchanges: If the requested exchange item is in stock, we will ship it to you via your chosen method (Standard or Free Shipping). If it is out of stock, we will process a refund and notify you immediately.

Return Request Email Template

To help you provide all necessary information, please use the template below when contacting us.

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Farm Housse Customer Care Team, I would like to request a return/exchange for my recent order. Order Number: [Please insert] Name: [Your Full Name] Email Address: [The email used on the order] Item(s) for Return/Exchange: – Product Name: [e.g., Dressage Saddle Pad, Size/Color] – SKU/Item Code: [If available] – Reason for Return/Exchange: [e.g., Incorrect size, Item not as described, etc.] Requested Action: [ ] Refund to original payment method [ ] Exchange for: [Specify product, size, color if different] I confirm that the item(s) are unused, in their original packaging, with all tags attached. Thank you for your assistance. Best regards, [Your Name]

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item (such as a wrong Saddle Bag or Bit Accessory), please contact us immediately at [email protected] within 48 hours of delivery. We will cover all return shipping costs and expedite a replacement or full refund at no cost to you. Please include photographs of the product and its packaging in your email.

Questions? We’re Here to Help

Your satisfaction is our priority. For any questions regarding returns, exchanges, or your order, please reach out to our team. We handle your requests with the same care we apply to curating our Danny & Ron’s Rescue Collection and every Close Contact Saddle in our stable.

Email: [email protected]
Mailing Address: Farm Housse, 908 Lodge Hill Road, Louisville, US 40223

We aim to respond to all inquiries within 1-2 business days.

Thank you for trusting Farm Housse with your equestrian needs. We are committed to ensuring every aspect of your experience with us reflects the quality and integrity of the ride.

Happy Riding,
The Farm Housse Team