At Cavallo Shop, we understand that finding the perfect fit for your equestrian gear is essential. While we strive to provide premium quality riding apparel and equipment, we recognize that sometimes returns or exchanges are necessary. Our policy is designed to make this process as smooth as possible for our valued riders worldwide.

Return & Exchange Eligibility

To be eligible for a return or exchange, your item must meet the following criteria:

  • Items must be returned within 15 days of receiving your order
  • Products must be in original condition – unworn, unwashed, and with all original tags attached
  • Items must be in their original packaging
  • A proof of purchase or order number is required

Non-Returnable Items

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

  • Base Layers (due to direct skin contact)
  • Body Protectors (safety equipment that must be properly fitted)
  • Any items that have been used, worn, or damaged after delivery
  • Products without their original tags or packaging

Return & Exchange Process

1 Initiate Your Return Request

Within 15 days of receiving your order, please email us at [email protected] with the following information:

Return/Exchange Request Template

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

Email Content:

Dear Cavallo Shop Team,

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

Order Number: [Your Order Number]
Order Date: [Date of Order]
Item(s) to Return/Exchange: [Product Name(s) and Size(s)]
Reason for Return/Exchange: [Please specify – Size issue, Damaged, Wrong item, etc.]
Preferred Resolution: [Refund / Exchange for (specify product and size)]

I confirm that the item(s) are in original condition with all tags attached and packaging intact.

Thank you,
[Your Full Name]

2 Receive Return Authorization

Once we receive your request, our customer service team will review it and send you:

  • A Return Authorization Number
  • Detailed return instructions
  • The return shipping address: 1903 Bashford Manor Lane, Louisville, US 40218

3 Package and Ship Your Return

Please ensure:

  • All items are in their original condition with tags attached
  • Include the original packing slip or order confirmation
  • Write the Return Authorization Number on the outside of the package
  • We recommend using a trackable shipping service for your return

4 Processing Your Return

Once we receive your return package:

  • We will inspect the returned items within 3-5 business days
  • You will receive an email confirmation once your return is processed
  • Refunds or exchanges will be processed according to your request

Refund Information

Refund Timeline

  • Credit Card Payments: 5-10 business days after we process your return
  • PayPal Payments: 3-5 business days after we process your return

What Will Be Refunded?

  • The full cost of the returned item(s)
  • Original shipping fees are non-refundable (unless the return is due to our error)
  • Return shipping costs are the responsibility of the customer

Exchange Process

If you’re exchanging an item for a different size or product:

  • Follow the same return process outlined above
  • Clearly state your exchange preference in your return request
  • We will ship the replacement item once we receive and process your return
  • Standard shipping charges apply for the new item

Damaged or Incorrect Items

If you receive a damaged item or incorrect product:

  • Contact us within 48 hours of delivery at [email protected]
  • Include photos of the damaged item or incorrect product
  • We will cover return shipping costs and expedite your replacement

Need Assistance?

Our Louisville-based customer service team understands the needs of riders and is here to help with any questions about returns or exchanges.

Email: [email protected]
Address: 1903 Bashford Manor Lane, Louisville, US 40218

We typically respond within 24-48 hours during business days.

Please Note: As we serve riders globally (excluding Asia and select remote areas), international returns may take longer to process due to customs and shipping times. We appreciate your patience and understanding.

Thank you for choosing Cavallo Shop for your equestrian needs. Ride on with confidence and style!