At Roeckl Equestrian Gear Shop, we take as much care with your satisfaction as we do in crafting our premium riding equipment. If your purchase doesn’t meet your expectations, our straightforward returns process ensures you can shop with confidence.

Our Return Policy

We accept returns within 15 days of delivery for most items, provided they are:

  • In original, unused condition
  • With all tags attached
  • In the original packaging

Important Note on Safety Gear: For the protection of all riders, riding helmets and safety vests cannot be returned once purchased due to hygiene and safety considerations. These items are final sale.

How to Initiate a Return or Exchange

  1. Contact Us: Email [email protected] within 15 days of receiving your order with:
    • Your order number
    • Item(s) you wish to return/exchange
    • Reason for return
    • Whether you prefer a refund or exchange
  2. Receive Authorization: We’ll email you a Return Merchandise Authorization (RMA) number and return instructions within 2 business days.
  3. Ship Your Return: Package the item securely with the RMA number visible on the package. Ship to:
    Roeckl Equestrian Returns
    4976 Steve Hunt Road
    Miami, US 33169
  4. Processing: Once received, we’ll inspect your return and process your refund or exchange within 5 business days.

Return Shipping

  • Customers are responsible for return shipping costs unless the return is due to our error.
  • We recommend using a trackable shipping service as we cannot be responsible for lost returns.
  • For exchanges, we’ll cover the shipping costs to send your replacement item.

Refund Information

Refunds will be issued to the original payment method:

  • Credit Cards (Visa, MasterCard, JCB): 3-5 business days after processing
  • PayPal: 1-3 business days after processing

Original shipping fees are non-refundable for standard returns.

Exchange Policy

We’re happy to exchange items for a different size or color, subject to availability. If your preferred exchange item isn’t available, we’ll issue a refund instead.

Return Request Template

Use this template when emailing your return request:

Subject: Return Request for Order #[Your Order Number] Dear Roeckl Customer Service, I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details: Item(s) to return: [Product Name, Size, Color] Reason for return: [Please specify] Preferred resolution: [Refund or Exchange (specify desired size/color if exchanging)] Please let me know if you need any additional information. Best regards, [Your Full Name] [Your Contact Information]

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage. We’ll arrange for a replacement or refund and cover all associated shipping costs.

Our commitment to quality extends beyond our products to every aspect of your shopping experience. Should you have any questions about our returns policy, don’t hesitate to contact our rider-experienced team.

From our Miami headquarters to your stable, we’re here to ensure your complete satisfaction with every purchase.