At Ovation Store, we understand that finding the perfect fit for your equestrian apparel is as important as perfecting your riding form. While our competition shirts, breeches, and boots are crafted with precision, we know sometimes adjustments are needed. Our returns policy is designed with the same attention to detail as our technical riding gear.

Our Return Promise

We offer 15-day returns from the date of delivery for most items, with the exception of custom-fitted tall boots (see exceptions below). All returned items must be:

  • Unworn, unwashed, and in original condition
  • With all tags still attached
  • In the original packaging
  • Accompanied by the original receipt or order confirmation

Important Exceptions

For the safety and hygiene of all our riders, the following items cannot be returned or exchanged:

  • Custom-fitted tall boots (made to your specific measurements)
  • Competition shirts with removed tags or washed items
  • Full seat breeches with any signs of wear or saddle marks
  • Any item purchased during clearance or final sale events

Return Process

Follow these simple steps to initiate your return or exchange:

  1. Contact our Rider Support within 15 days of delivery at [email protected] with your order number and return request
  2. Wait for authorization – We’ll respond within 1 business hour (urgent requests marked “URGENT RETURN”)
  3. Package your items securely in the original packaging
  4. Ship your return to:
    Ovation Store Returns
    1667 Long Street
    Jacksonville, US 32216

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 return packages.

Exchange Process

For size exchanges on eligible items:

  1. Follow the standard return process above
  2. Clearly indicate your desired replacement size and color in your email
  3. We’ll ship your exchange item once we receive and process your return

Note: Exchanges are subject to availability. If your preferred size/color is out of stock, we’ll contact you about alternatives or issue a refund.

Refund Information

Once your return is received and inspected (typically within 3 business days), we’ll process your refund:

  • Original payment method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Timing:
    • Credit card refunds: 5-10 business days after processing
    • PayPal refunds: 3-5 business days after processing
  • Original shipping costs are non-refundable (except for defective items)

Return Request Template

Use this template to ensure we process your return quickly:

Subject: Return Request – Order #[Your Order Number] Dear Ovation Store Team, I would like to request a return/exchange for my recent order (#[Your Order Number]). Item details: – Product Name: [e.g., Competition Shirt] – Size: [Your Size] – Color: [Color] – Reason for return: [Fit, Damage, Wrong Item, etc.] [For exchanges, please specify your desired replacement size/color] I confirm the item is unworn, unwashed, with all original tags attached, and in its original packaging. Please advise next steps at your earliest convenience. Best regards, [Your Full Name] [Your Contact Information]

International Returns

For our international riders (excluding certain Asian regions and remote areas):

  • Return shipping costs are the customer’s responsibility
  • Customs fees are non-refundable
  • Please mark the package as “Returned Goods” to avoid additional customs charges

Damaged or Defective Items

If you receive a damaged or defective item, contact us immediately at [email protected] with photos of the damage. We’ll arrange for a prepaid return label and expedite your replacement.

Rider Support

For any questions about our returns policy, contact our dedicated team:

Email: [email protected]
Phone: [Your Contact Number]
Response Time: Typically within 1 business hour during operating hours

For urgent competition-season returns, please include “URGENT RETURN” in your subject line.

At Ovation Store, we stand behind our products just as we stand behind your performance in the saddle. Ride with confidence knowing we’re committed to your complete satisfaction.

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