At Ovation Store, we understand that precision and perfection matter in equestrian sports, just as they do in our products. While we strive to deliver premium gear that meets the exacting standards of discerning riders worldwide, we recognize that sometimes a return or exchange may be necessary. Our policy is designed with the same commitment to reliability and excellence that defines our equestrian equipment.

Return & Exchange Eligibility

We accept returns and exchanges within 15 days of your receipt of items. To be eligible for a return or exchange, your item must be:

1 In its original condition, unworn, and unwashed
2 In the original packaging with all tags attached
3 Accompanied by the original receipt or proof of purchase

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or exchanged:

  • Grooming or Pest Control Supplies (opened or used products)
  • Bits (for obvious hygiene considerations)
  • Any items that have been used, damaged, or altered from their original condition

Return Process

1 Submit Your Return Request
Email our customer service team at [email protected] within 15 days of receiving your order. Use the template provided below to ensure we have all necessary information.
2 Receive Return Authorization
We will respond within 24 hours (on business days) with a Return Authorization Number and shipping instructions.
3 Package and Ship Your Return
Securely package the item(s) in their original packaging, include your Return Authorization Number visible on the outside, and ship to:

Ovation Store Returns
599 Michigan Avenue
Pittsburgh, US 15222
4 Processing Your Return
Once we receive and inspect your return (typically within 3-5 business days of receipt), we will notify you of the approval or rejection of your refund or exchange.

Return Request Template

To expedite your return process, please use the following template when contacting us:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Ovation Store Team, I would like to request a [return/exchange] for my recent order. Order Number: [Your Order Number] Order Date: [Date of Purchase] Items to Return/Exchange: – [Product Name], [Size], [Color] – [Additional products if applicable] Reason for Return/Exchange: [Please provide details] I confirm that the item(s) are in original condition with tags attached and packaging intact. Please provide instructions for returning the item(s). Thank you, [Your Full Name] [Your Email Address] [Your Phone Number – Optional]

Refunds and Exchanges

Refunds

Once your return is approved, we will initiate a refund to your original payment method. Please note:

Refund Timeline:

  • Credit Card Payments (Visa, MasterCard, JCB): 5-10 business days after approval
  • PayPal Payments: 3-5 business days after approval

Original shipping fees are non-refundable. For exchanges, we cover the cost of return shipping.

Exchanges

We happily exchange items for a different size or color, subject to availability. If the item you wish to exchange for is out of stock, we will process a refund instead.

International Returns

As a global equestrian retailer (serving most regions worldwide, excluding certain remote areas and specific Asian regions), we accommodate international returns. Customers are responsible for return shipping costs and any applicable customs fees or import duties associated with the return.

Questions?

Our customer service team, dedicated to serving the equestrian community with the same precision we apply to our products, is here to assist you:

Email: [email protected]
Response Time: Within 24 hours on business days

Thank you for choosing Ovation Store for your equestrian journey. We appreciate the opportunity to serve riders who demand excellence, both in their gear and in their shopping experience.