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,  6 MONTH, no questions asked, policy against manufacturer defects, on our regularly stocked (not custom) leg boots and therapy line!  

Products damaged by an animal (biting, tearing, rips, snags, clipping/overreaching) are not covered under the manufacturer warranty.  Bits are not able to be returned or exchanged  for health reasons  

If your boots have a manufacturer defect within 6 months of purchase, it’s ok!  We will credit you!  If 6 months 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 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 any of our products. We only offer exchanges for different sizes on our Therapy Line.


To be eligible for an exchange  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 exchange request please follow the steps below:

  1. New products can only be exchanged if they are still in their original condition and packaging. 
  2. 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 receiving/placing your replacement order. 
  3. 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 unless you chose free exchanges at checkout. Shipping costs, both ways, are non-refundable. 
  4. Upon the receipt of your package your products will be examined and you will receive store credit 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.
  5. 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.

REFUNDS

We are sometimes asked why we do not offer refunds.  Simply put, owning a business is expensive. The minute you place an order with us, we are charged payment processing fees, payment plan fees, shipping charges, taxes, and app fees. Heck, some of our website features charge us for you just VISITING our site! We automatically lose that portion of the sale and will never recover that.  If we refund your original purchase price, we lose the purchase price PLUS all of the above mentioned fees, so we have lost money on the entire transaction.  None of that includes our team of employees that still deserve to be paid to answer emails and messages, pack orders, unload shipments, process those refunds, etc. That is why, in our terms and conditions box, we ask that you be 18 years of age and accept some personal responsibility for your purchase. 


RETURN SHIPPING

The customer will be responsible for paying shipping costs for returning a package unless you purchased package protection/free return shipping . 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. 

SUBMIT A CLAIM BELOW

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