Refund policy
Return & Refund Policy
At Saddle Naps, every order is carefully prepared and checked before it ships. Because all of our products are made to order as pre-orders, we do not accept returns or offer refunds except in the specific cases listed below. Please read this policy carefully before purchasing. By placing an order, you agree to these terms.
1. Returns and Refunds Are Only Available for Damaged Products
Returns, replacements, and refunds are only available if:
- Your product arrives damaged (see Section 3), or
- Your product develops a manufacturing defect within 30 days of delivery under our 30-Day Warranty (see Section 4), or
- You receive the wrong item due to an error on our end.
If none of these apply, your order is not eligible for a return or refund.
2. What Is NOT Eligible for a Return or Refund
We do not accept returns or issue refunds for any of the following:
- Change of mind, or no longer wanting the item
- Ordering the wrong design, color, or quantity
- The product not matching your personal expectations, taste, or style
- Size, shape, firmness, or fit preferences
- Slight differences in color or print placement compared to photos (colors can look different on every screen, and every print may vary slightly)
- Items that are used, washed, worn, stained, or damaged after delivery
- Damage caused by misuse, accidents, pets, or not following care instructions
- Normal wear and tear
- The 30-day pre-order period or shipping times (see our Shipping Policy)
- Gifts that the recipient does not want
- Finding a similar product for a lower price elsewhere
- Orders cancelled after the 24-hour cancellation window (see Section 7)
- Packages marked as delivered by the carrier (see our Shipping Policy)
3. Products That Arrive Damaged
If your product arrives damaged in shipping, we’ll make it right.
- Email saddlenaps@outlook.com within 7 days of delivery.
- Include your order number.
- Attach clear photos of the damaged product and the outer shipping package / box.
- Keep the product and all packaging until your claim is resolved.
Orders with Shipping Protection that arrive damaged will receive a free replacement or a refund, at our discretion. Damage claims on orders without Shipping Protection are reviewed case by case and are not guaranteed. Claims sent more than 7 days after delivery, or without photos, are not eligible.
4. 30-Day Warranty (Damaged / Defective Products Only)
Every Saddle Naps product comes with a 30-Day Warranty that starts on the day your order is delivered.
The 30-Day Warranty covers:
- Seams or stitching that split or come apart under normal use
- Printing defects (peeling, cracking, or missing print) that appear under normal use
- Torn or detached sherpa trim or bow under normal use
- Any other manufacturing defect that damages the product under normal use
The 30-Day Warranty does NOT cover:
- Change of mind or any reason listed in Section 2
- Damage caused by misuse, accidents, pets, cutting, burning, or excessive force
- Damage from washing, drying, or cleaning that does not follow the care instructions
- Normal wear and tear, fading from sunlight, or flattening of the filling over time
- Any claim made more than 30 days after delivery
How to make a warranty claim:
- Email saddlenaps@outlook.com within 30 days of delivery.
- Include your order number and a short description of the problem.
- Attach clear photos or a short video showing the damage or defect.
If your claim is approved, we will send you a free replacement or issue a refund, at our discretion.
5. Return Process (Approved Claims Only)
Do not send any item back without contacting us first. Items returned without an approved claim will not be accepted or refunded.
- In most approved cases, we do not need the item back, and we’ll send your replacement or refund after reviewing your photos.
- If we do ask you to return the item, we will email you the return instructions and address. Items must be returned within 14 days of our approval.
- Returns must include the original item and, where possible, the original packaging.
6. Refunds
- Approved refunds are issued to your original payment method.
- Refunds typically take 5 to 10 business days to appear, depending on your bank or card provider.
- Original shipping costs and Shipping Protection fees are non-refundable, unless the refund is for our error.
- If you haven’t received an approved refund after 10 business days, check with your bank first, then email us.
7. Order Cancellations
- Orders can only be cancelled within 24 hours of purchase by emailing saddlenaps@outlook.com with your order number and the subject line “Cancel Order”.
- Cancellations made within 24 hours receive a full refund.
- After 24 hours, orders cannot be cancelled or refunded, because your order has already entered the pre-order process.
- The only exception: if we cannot ship your order within the time frame in our Shipping Policy, we will notify you and give you the option to cancel for a full refund.
8. Exchanges
We do not offer exchanges for a different design or color. If you received a damaged, defective, or wrong item, we will replace it with the same item under Sections 3 and 4.
9. Chargebacks and Disputes
If you have a problem with your order, please contact us first at saddlenaps@outlook.com. We respond to every email and will work with you to resolve any eligible issue quickly. Opening a chargeback or payment dispute for a reason not covered by this policy may delay the resolution of your case.
10. Changes to This Policy
We may update this Return & Refund Policy from time to time. Any changes apply to orders placed after the update is posted on this page.
11. Contact Us
Questions about a return, refund, or warranty claim? We’re here to help.
Email: saddlenaps@outlook.com
We reply to all emails within 24 to 48 hours, Monday through Friday.
Please include your order number in every email so we can help you faster.
Thank you for supporting Saddle Naps! 🤠