Returns & Exchanges

At Roeckl Sales Store, we understand that even the most carefully selected equestrian gear might need adjustment, just like your riding posture. We want you to be completely satisfied with your purchase of our premium riding gloves, helmets, boots, and safety equipment.

Our Return & Exchange Process

Step 1: Initiate Your Return/Exchange

Contact our customer service team within 15 days of receiving your order at [email protected] with:

• Your order number
• The item(s) you wish to return or exchange
• The reason for return/exchange
• Whether you prefer a refund or exchange

Return/Exchange Request Template

Subject: Return/Exchange Request for Order #[Your Order Number]

Email Body:
Dear Roeckl Sales Store Team,

I would like to request a [return/exchange] for my recent order #[Your Order Number].

Item(s) for return/exchange: [List product names and quantities]
Reason: [Please specify]
Preferred resolution: [Refund to original payment method/Exchange for

-67%

Quick View

B Vertigo Canopus Front Zip Tall Boots – Dark Brown

$299.99 Original price was: $299.99.$99.99Current price is: $99.99.

]

Please advise on next steps.

Best regards,
[Your Full Name]
[Your Contact Information]

Step 2: Receive Your Return Authorization

Within 2 business days, we’ll email you a Return Authorization Number (RA#) and instructions. Please include this RA# with your return package.

Step 3: Prepare Your Return

Please ensure:

• Items are in original condition with tags attached
• Items are in their original packaging
• All original accessories are included
• The RA# is clearly marked on the outside of the package

Step 4: Ship Your Return

Ship your return to:

Note: Return shipping costs are the customer’s responsibility unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service.

Refund Processing

Once we receive and inspect your return:

• Timing: Refunds are processed within 3-5 business days after we receive your return
• Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
• Shipping Costs: Original shipping fees are non-refundable

Please allow additional time for your bank or credit card company to process and post the refund to your account.

Exchanges

For exchanges:

• We’ll ship your replacement item once we receive your return
• If the exchange item is of higher value, you’ll be charged the difference
• If the exchange item is of lower value, we’ll refund the difference

Non-Returnable Items

For safety and hygiene reasons, the following items cannot be returned unless defective:

• Riding Helmets
• Safety Vests

If these items arrive damaged or defective, please contact us immediately with photos of the issue.

International Returns

For our international customers (excluding some Asian regions and remote areas):

• You are responsible for return shipping costs and any customs fees
• Please mark the package as “Returned Goods” to avoid additional customs charges
• Original shipping fees are non-refundable

For any questions about our returns policy, please contact us at [email protected].