Exchanges & Claims
Exchange Policy
You have trusted us with your most precious gift, your horse. And we THANK YOU for that! And I want you to know that as a competitor and rodeo mom myself, I will do everything within my power to help your horse stay protected and comfortable. That is why we have an industry leading, 90 day, no questions asked, policy against manufacturer defects, on our regularly stocked (not custom) leg boots and therapy line! If your boots have a manufacturer defect within 90 days of purchase, it’s ok! We will credit you! If 90 days have passed since receiving your purchase, unfortunately we can not offer you an exchange. Horse life happens, and while we wish we could warranty boots forever, we just can’t control how our equine gear is stored, cleaned, and cared for once it leaves our facilities
We do not offer exchanges or refunds on sale or discounted items, custom products or straps, tumblers, pet products, household wares, or clothing, and we can only accept exchanges for orders placed directly through TopHandBrand.com
PLEASE NOTE: due to turnouts, fences, barbed wire, rolling, trailering, stalls, and general “horse shenanigans” we cannot offer a rip or tear replacement on our therapy line or fly boots. We only offer exchanges for different sizes on our Therapy Line.
To be eligible for a return for a different color/size your item must be unused and in the same condition that you received it. It must also be in the original packaging it was received in.
In order to process your request please follow the steps below:
- New products can only be exchanged if they are still in their original condition and packaging.
- Visit our exchange page HERE. Please note, we cannot refund or offer free return shipping, sale items cannot be exchanged under any circumstances. If you choose to purchase our free exchange program, you will receive a return shipping label free of charge. You are responsible for shipping charges related to your replacement order.
- To assure your exchange, we use USPS Priority mail, we will not be responsible for lost or missing returned packages. You will be responsible for paying shipping costs for returning your item. Shipping costs, both ways, are non-refundable.
- Upon the receipt of your package your products will be examined and you will receive store credit or a refund for the purchase price, minus all return shipping charges. A store credit receipt with a gift card link will be emailed to the email address you used when making your original purchase. If your product is received by our office in used condition, or without packaging, a store credit will not be issued, and your return items will be donated. Products received with a manufacturer defect do not need original packaging.
- If you choose store credit, you will receive a email with a gift card code. You do not have to use the store credit for the same or even a similar item. Buy a fly mask and decide you want boots instead? No problem at all! If it's still brand new, we are more than happy to give you credit for it! Your store credit never expires.
RETURN SHIPPING
The customer will be responsible for paying shipping costs for returning a package. Shipping costs are non-refundable. Please note, shipping charges will be deducted from your store credit or refund amound
ORDER CANCELLATIONS
Once your order has been placed, we can't recall it or cancel it, or edit it in any way. Our system immediately processes payments and removes product from inventory.
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