West 20 Guarantee
West 20 offers a rock solid guarantee to give our customers complete satisfaction. When your order arrives, check each item carefully. If for any reason you are not satisfied, you may return that product for an exchange, credit or refund.
General Merchandise Return Policy
General merchandise may be returned in new and unused condition within 30 days of purchase. Please be sure original tags and packaging are included and intact. Failure to do so could result in a partial refund or a store credit. Please contact West 20 Saddle Company for a Return Authorization Number prior to returning any product. Also include the completed Merchandise Return Form. Download MRA Form here.
Special orders, custom merchandise and closeout items are not returnable.
Returns of drop shipped non-stock items incur a 20% restocking fee.
Shipping and handling charges are non-refundable. Return shipping is the customers responsibility. For your protection, it is recommended the return package be insured.
Re-pack the return items in a sturdy box with the completed Merchandise Return Form. While you may reuse the box your items were shipped in, you may not use a products original branded box for shipping. For example, the box a pair of boots comes in with the brand and product name on the box must be placed in another box for purposes of shipping. Failure to do this could result in a partial refund.
West 20 processes most returns within 7 business days of receiving the returned merchandise to our location. Once your return is processed, you will receive an email confirmation. Please Note: Once we initiate the credit for your return, the actual date that the refund is posted to your account is determined by your bank.
All returns of hats, jewelry, and/or boots are subject to exchange or store credit only.
Sale Item Return and Exchange Policy
Sale items discounted 20% off or more are considered exchangeable but not returnable. If you do not find anything you would like exchange for at the time of your return, we will be happy to issue a store credit that will be good for 1 year.
Holiday Return and Exchange Policy
All December purchasers requesting a return or exchange must do so no later than January 5. This holiday season policy excludes sale items. For questions, contact customer service at firstname.lastname@example.org.
Damaged or Defective Items
If an item is damaged, defective or incorrect please call or email our Customer Service department within 5 days of receipt of the order at 262-642-4274.
Our representative will be happy to help resolve and correct any issue.
Please save all shipping and merchandise packaging.
We will be happy to refund or exchange an online purchase in the West 20 Store within the 30 days. Please bring the appropriate packing slip or receipt with you.
Saddle Return Policy
Saddles may be returned for an exchange or full credit refund, excluding shipping charges, within 14 days of receipt of the saddle. Saddles must be in new and unused condition with all tags. Saddles that are returned damaged, scratched or dirty may be subject to a restocking fee. Any cancelled layaway saddle will be refunded in store credit. Please contact West 20 for a Return Authorization Number prior to returning the saddle. Please complete and include the Merchandise Return Form when shipping. Download MRA Form here.
Special Make Up and customized saddles will be subject to a restocking fee.
Shipping and handling charges are non-refundable. Return shipping is the customers responsibility. For your protection, it is highly recommended the return package be insured.
Re-pack the return item in a sturdy box with the completed Merchandise Return Form. Use the original shipping box and re-pack as it was received, if possible. Failure to do this could result in a damaged saddle and a partial refund. If you have any packaging questions, please contact Customer Service at West 20 and we will be happy to help!
West 20 will process most returns within 7 business days of receiving the returned merchandise to our location. Once your return is processed, you will receive an email confirmation. Please Note: Once we initiate the credit for your return, the actual date that the refund is posted to your account is determined by your bank.
What if I lost my packaging slip or receipt?
Please write out your information on the Merchandise Return Form including your name, address and phone number with your shipment.
Where will my exchange be sent?
Exchanges are sent to the original BILL-TO address. If you want the exchange shipped to a different address, please write the ship to address on your Merchandise Return Form.
What if my return is not in new condition?
We will contact you to inform you of any restocking fee. If the items are poor condition, we may refuse your return.
What if my item is defective?
If you believe an item is defective, please contact our Customer Service Representative at 262-642-4274. We will be happy to assist with any questions or concerns, and determine whether the item should be returned to us or the manufacturer. If we decide the item is in fact defective, we will issue a call tag for the return shipping. Please complete and include the Merchandise Return Form. Please save all shipping and merchandise packaging, as we may ask for photos or have this material returned to us. If we determine the item is not defective, we will credit the item and subtract the shipping charges from your return credit.
**Please note: We are unable to ship a replacement to you until we receive and examine the item. If you need a replacement right away, we suggest you place a new order.
What if I don’t have a Return Authorization Number and/or Merchandise Return Form?
Not having completed information may cause delays in processing your return item and refund. If you have any questions that we can assist you with, please feel free to contact our Customer Service Representative at 262-642-4274.