Refund policy

Return window
You have 30 days from delivery to request a return.

Eligibility
Items must be unused, unworn, with tags attached and in original packaging. Keep your order number/receipt. This does not limit your rights for faulty items.

Start a return (RMA required)
Email info@crutcherswestern.com to receive a return authorization (RMA) and the correct return address. Please do not send items back without an RMA; unauthorised returns may be refused or delayed. Once your RMA is issued, please post the return within 14 days.

Where returns go
We’ll route you to the nearest return centre or approved partner warehouse. You may also use:
USA: 3702 Devonshire Dr, Salisbury, MD 21804
Australia: 5709 Kennedy Hwy, Mareeba QLD 4880
(Addresses are return centres only; no public storefront.)

Return shipping costs

• If an item is defective/damaged or we shipped the wrong item, we’ll provide a prepaid label and refund original shipping.
• For change-of-mind/size returns, customers pay return shipping. Original shipping fees are non-refundable.

Damages, missing, or incorrect items
Please inspect on arrival and contact us within 7 days of delivery with photos so we can make it right.

Condition checks & partial refunds
If returned items show wear (e.g., scuffs, creasing, odours, animal hair) or are missing packaging/tags, we may approve a partial refund reflecting the condition.

Exceptions / non-returnable items
Custom/personalised items, health/personal-care items (including opened supplements), hazardous materials/flammables, gift cards, and final-sale/clearance items. For hygiene/safety, used bits or items with visible wear aren’t eligible.

Exchanges
Use the RMA process to return; once approved, place a new order for the replacement item.

Oversized/heavy items
For saddles or bulky goods, we may specify a carrier/packaging standard during RMA to ensure safe transit.

International returns
If returning from outside the shipment country, duties/taxes paid are typically non-refundable by us (check with your carrier). We’ll confirm the correct hub during RMA.

EU customers
If shipped into the EU, you may cancel within 14 days of delivery (excludes custom/personalised items). Items must be unused and in original packaging.

Refunds
We’ll notify you after inspection. If approved, refunds are issued to the original payment method within 10 business days. If 15 business days pass after approval without a refund, email info@crutcherswestern.com.

Consumer law
You may have additional rights under local consumer law. Nothing here limits those rights.