Returns & Exchanges

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RETURNS

If you are unhappy with your purchase for any reason, you may return the item(s) within 30 days of delivery for a full refund, less shipping charges (see Return Process below).
To be eligible for a return, item(s) must be returned in new, un-used, unaltered condition (See below "What is New Condition?")
The item(s) that you return will be processed as a refund back the original method of payment.

EXCHANGES

For exchanges please place a new order for the item(s) you want before returning your original purchase. This will ensure that your new item(s) don't go out of stock prior to your refund.
Then, contact us to return your original order. Once we receive your return, we will process a refund for the cost of the returned item(s) less the shipping charges (see Return Process below).
The item(s) that you return will be processed as a refund on the original method of payment.

WHAT IS NEW CONDITION?

To be eligible for a return, item(s) must be returned in new, un-used, unaltered condition, with original product box and/or packaging, including all product instructions/literature and original tags.
Any merchandise which has been "taken out for a ride" is considered used and cannot be returned. We encourage you to try out all items indoors. Try footwear on your your carpet. Wear your apparel/helmets around the house to ensure proper fit before heading out to the stable.
Any items(s) which show signs of wear/use (dirt, smell, pet hair, scuffing, mounting, etc) or otherwise is in a condition other than it was received cannot be returned.

RESTOCKING

Trustori does not charge restocking fees on product returns that meet the above conditions.

EXEMPTIONS

Clearence item(s) are considered final sale and can not be returned.
Nutritional supplements are not returnable.
Horse care products are not returnable (sprays, etc).
Single item returns under 20 dollars in value do not qualify for Easy Return Pre-Paid Shipping.
Gift cards are non-returnable and only redeemable for merchandise. NO CASH VALUE.
To complete a return, a receipt or proof of purchase maybe requested.

ORDER CANCELLATION / MODIFICATIONS

If you change your mind on an order or an item in your order, contact us ASAP. If we can intercept your order prior to shipping we will do so and can then cancel or modify as desired.

DAMAGED GOODS

If a package arrives visibly damaged, keep all original shipping packages and take pictures, contact Trustori ASAP.
Damaged item(s) claims are handled via the shipping carrier (Canada Post, UPS) but Trustori will assist customers with these claims to the best of its ability.
We know receiving item(s) damaged during shipping is a frustrating process. Please be patient as sometimes this process can take longer than any of us would like.

DEFECTS & WARRANTY RETURNS

Each manufacturer has its own warranty policy. Trustori will do our best to assist customers with their warranty issues; however please understand Trustori does not provide any direct warranty on items sold.
Most manufacturers offer a warranty period which covers against merchandise defects. To determine warranty requirements for a specific item, please contact the manufacturer or sales@trustori.com for assistance.
Please note warranty processing may take 4-8 weeks and will be subject to the individual manufacturer's policies and discretion. Manufacturer warranties do not cover defects determined to be caused by normal wear or due to customer negligence.

RETURNS PROCESS

Step 1: Request a return authorization number (RA#) by sending us an email to sales@trustori.com

First & Last Name
Date of purchase
Order number
Item(s) to be returned
Reason for return(s) (i.e. wrong size, wrong colour, need to exchange, product is defective, etc. )

Step 3: We will send you a confirmation email, with an RA# and a Pre-Paid CanadaPost return shipping label (see Easy Return Pre-Paid Shipping for details).

Step 4: Please print your RA# form and include it inside your shipping parcel your are mailing back to Trustori.

Place all item(s) to be returned in a shipping box, you can use the original shipping box your received if available (don't forget to include all the original product boxes and/or packaging, product instructions/literature, original tags, etc.).
You have up to 30 days from the day you receive your RA# to return so please return at earliest convenience.
Returns are to be shipped to the following address:

Step 5: Affix your Canada Post Pre-paid shipping label to the outside of your parcel. Seal shipping package well and ship, will will contact when we receive.

QUESTIONS / CONCERNS

Questions, concerns, if any info is unclear or if you have a special circumstances, give us a call or send us an email.
We can be reached by phone at:

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