Returns & Warranty
In the event a product is listed at an incorrect price due to typographical error or error in pricing information received, Fenwick Equestrian® shall have the right to refuse or cancel any orders placed for a product listed at the incorrect price. Seller shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is cancelled, seller shall immediately issue a credit to your credit card account in the amount of the incorrect price.
You may cancel your order at any time prior to shipping during our business hours by calling the office at 803.420.1184. If your order has already been submitted for processing, we will try our best to recall the order from our fulfilment warehouse. You will be charged a $5.00 handling fee if we need to recall your order from the warehouse. Unfortunately, we are unable to respond to any cancellation requests during weekends/holidays as our offices are closed. Once your order has been shipped, the order cannot be cancelled or recalled.
Our store shall automatically charge and withhold SC sales tax for orders placed within South Carolina. For orders shipped to other states, you are solely responsible for all sales taxes or other taxes.
Clearance and Sales Policy
Clearance items are FINAL sales. They are not returnable or refundable. The products are on sale due to various reasons, such as surplus of stock of that particular item, discontinuance of the item, design change, etc. Sale items are eligible for a store credit only, or exchange within 14 days less shipping and processing fees per our Return & Exchange Policies. Return shipping expenses will be covered by customer. No exceptions will be made.
Coupon/Discount Codes Policy
You must enter in your coupon code at the time of purchase. We cannot give refunds or store credit for any coupons not presented at time of purchase. We cannot refund the value of a coupon if a purchased item is later returned back to Fenwick Equestrian® if you forgot to enter in your coupon code. Call us at 803.420.1184 immediately to cancel your order. Then you can re-order with your coupon code. Coupons cannot be exchanged and will not be accepted after expiration date (if applicable). Coupons cannot be used on sale items. Coupons also cannot be stacked or combined with any other offers or used on previous purchases. We reserve the right to reject any coupon or limit the number of coupons being used in a transaction.
Retail Sales Return Policy
You may return Retail priced items in original, unused/unworn condition that was sold and fulfilled by Fenwick Equestrian® within 14 days (NO EXCEPTIONS) of order ship date for a full refund minus shipping and processing fees or within 60 days for store credit less shipping and processing fees. Items must be returned in their original packaging with hang tags, along with a copy of your sales receipt which was emailed to you at time of purchase.
Contact Us with any questions. Your invoice number must be included in your email. If your item is eligible for return, you'll receive instructions for your return by email. Any package arrived at our facility without a invoice number will be discarded and will not be refunded. Return package should be mailed out by the date indicated and shipped to the address provided in your instruction email. Any returned item that is not in its original, unused/unworn condition will not be refunded and will be sent back to you at your own option and expense. A 15% processing/handling charge for any missing parts/packaging will be deducted. Please ship the product freight prepaid and insured (Fenwick Equestrian® assumes no responsibility for lost package or missing item(s) from the customer to our facility and shipping charges are not refundable).
We'll provide pre-paid shipping label ONLY if the return is a result of our fulfilment error: you received an incorrect item/quantity or you received damaged/defective item(s) upon receipt. You must notify us within 7 days of package arrival in order to receive pre-paid shipping label. We will ship out the replacement package via the same shipping method as the original order.
We will process your refund within 2-4 weeks of receiving the return. Any returned item without its original packaging material will only be issued a refund of the product minus a 15% processing/handling charge. Any item returned with missing parts or not in its original, unused/unworn condition will not be refunded and the item will be discarded or sent back at your own choice and expense. Please inspect your return carefully before sending it.
You may exchange Retail priced items in original, unused/unworn condition sold and fulfilled by Fenwick Equestrian® within 14 days (NO EXCEPTIONS) of order ship date. Items must be returned in their original packaging with hang tags, along with a copy of your sales receipt which was emailed to your upon purchase. Customer will be responsible for shipping costs. If product was eligible for Free Shipping as an individual item or as part of a multiple product order, it will not be shipped "Free" a second time. Any item returned with missing parts or not in its original, unused/unworn condition will not be exchanged and the item will be discarded or sent back at your own choice and expense. Please inspect your exchange carefully before sending it.
We stand behind the workmanship of each and every product we make. If you feel your item is defective or failing prematurely, please call our customer service team for a quick resolution. Once the returned item is received and inspected in our returns department, we will repair or replace the item at no cost. Normal wear and tear is not covered under warranty.
Fenwick Equestrian® product warranty is available to products purchased directly from Fenwick Equestrian® (FenwickEquestrian.com) and its listed authorized resellers (marketplace sellers on 3rd party platforms who are not on our dealer list are not authorized resellers). In no event shall Fenwick Equestrian®/Fenwick Farm, Inc. be liable for direct, indirect, incidental or consequential damages arising out of the use of the product(s), and any recovery is limited to the purchase price. All warranty-claim determinations made by Fenwick Equestrian® will be within Fenwick Farm, Inc.’s sole discretion and will be final. Warranty claim can only be filed within the warranty period. If your claim is accepted, you will receive a RMA# and instruction by email.
30 days from the original date of purchase.
WARRANTY CLAIM PROCEDURE (INTERNATIONAL PURCHASES THROUGH DEALERS):
Please submit your claim directly to the store where you purchased the item.
WARRANTY CLAIM PROCEDURE (US PURCHASES):
- Contact Us to request the Warranty Claim form.
- Mark the defect point(s) with masking tape and attach a description, so we can identify the points for repair easily and clearly. Any defect point not marked will not be repaired.
- Include the original sales receipt. If you received the item as a gift, be sure to attach a note to the receipt and state the SHIP TO info, or it will be sent to the original purchaser.
- Clearly label the RMA# on the package. Any package arrived at our facility without a valid RMA# will be discarded.
- Ship out your warranty claim package within 1 week of warranty claim approval. Your warranty request ticket will be closed after the 1-week period. Any package postmarked past the 1 week period will not be processed and will be sent back to you at your own option and expense.
- Please ship your claimed item(s) with a shipping method that provides tracking information. Fenwick Equestrian® assumes no responsibility for lost package or missing item(s) from the customer to our facility and shipping charges are not refundable.
- We will either repair or replace like product.
- We will send out the replacement via ground shipping or U.S. Mail within the United States. All returns to international customers will be sent using standard postal shipping.
- Allow at least 3-4 weeks for your replacement to be processed and shipped.
WARRANTY SHIPPING COSTS:
The customer is responsible for the shipping cost of sending the item to our facility. Fenwick Equestrian® will pay the return shipment to the customer. (Customer pays both directions if out-of-warranty repair is being done.)