Return Policy

Return Policy 

At Kultured Rider, we want you to love your purchase. If you're not completely satisfied, we're here to help! Please review our return policy below for all the details. We recommend purchasing the correct size of the desired item to prevent returns. 

1. Eligibility for Returns

• Items must be returned within 7 days of the delivery date.
• To be eligible for a return, your item must be unused, unwashed, and in the same condition that you received it. The item must also be in the original packaging with all tags attached.
• If the item came with any replacement crystals, glue, garment bags, or dust bag, these must be returned along with your item. 
• Items that show any signs of wear, have stains, or carry odors such as cigarette smoke, deodorant, pet hair, or other scents will not be accepted for return. Additionally, any item that has been worn, even once, does not qualify for a return. We will reship the product back to the customer at the customers expense.
• Exact colors of merchandise may vary due to photography lenses, indoor / outdoor lighting, and computer monitor resolutions. Clothing patterns may also vary. These situations do not qualify as defects. We will not be able to issue a refund or accept the return.
• Certain items such as sale items, and customized products are final sale and not eligible for return.
• Please note: Orders cannot be changed, modified, or canceled after checkout. We will do our best to accommodate requests, but once an order has been shipped, it is no longer possible to make any changes. If there is an issue, please contact us at customerservice@kulturedrider.com as soon as possible, providing your order number and reason for cancellation.

2. How to Initiate a Return

• To start a return, please contact us at customerservice@kulturedrider.com with your order number and the reason for your return.
• Once your return request is approved, we will send you a Return order form to complete. Please include this in your return. Returns must be received within 14 business days of receiving your return approval email.

3. Return Shipping Costs

• The customer is responsible for all return shipping costs. We recommend using a shipping method that provides a tracking number for your reference. 

4. Refunds

• All approved returns are subject to a 25% restocking fee. 
• Once we receive and inspect your returned item, we will notify you of the status of your refund. 
• If your return is lost in transit and does not reach our warehouse within 14 business days, refund will not be issued.
• We encourage you to Insure your return in case the return package is lost by the carrier you selected for the return.
• If your return is approved, your refund will be processed to your original method of payment within 5-10 business days.
• Shipping fees from your original order (if applicable) are non-refundable.
• If you used store credit or gift cards to make your purchase, your refund will be issued as store credit.

5. Exchanges

• Because of the limited availability and high demand for our products, we are unable to offer exchanges on any items at this time.

6. Damaged or Defective Items

• If you receive an item that has any defects or issues, please contact us at customerservice@kulturedrider.com within 3 days of receiving your order to report the problem. After 3 days, the item will no longer be eligible for a return or replacement. Please include a photo of the defect or damage in your email for verification.
• We are not responsible for damages resulting from improper care, handling, or incorrect sizing of the garment.
• Please note that colors may vary slightly due to differences in photography, lighting conditions, and screen resolution. Additionally, clothing patterns may vary slightly. These variations do not qualify as defects. We will not be able to issue a refund or accept the return.

Defective/Damaged Items Procedure

• To start a return, please contact us at customerservice@kulturedrider.com with your order number and the reason for your return. Our customer service team will respond to your inquiry within 48-72 hours.
• Take clear photos of the defective or damaged area using your smartphone, ensuring the product tag is visible and still attached.
• Email the images to customerservice@kulturedrider.com with "Defective" or "Damaged" in the subject line.
• Include the first and last name, your order number, and the product code or name of the item.
• Once your return request is approved, we will send you a Return order form to complete. Please include this in your return. We will issue you a return shipping label for you to use to ship the product back to us.
• Returns must be received within 14 business days of receiving your return approval email.
• If the replacement for the defective item you are returning is in stock, we will ship you out a new item. If the replacement is not available, we will issue you a refund for the defective item and the original shipping fee. 
• If your return is approved, your refund will be processed to your original method of payment within 5-10 business days.

7. Late or Missing Refunds

• If you haven’t received your refund within 10 business days after receiving our confirmation, first check your bank account or credit card provider.
• If you've done this and still have not received your refund, please contact us at customerservice@kulturedrider.com.

8. Non-Returnable Items

• Final Sale Items: Items purchased on “final sale” or during special promotions are not eligible for return or exchange.
• Custom or Semi-custom order
• Gift Cards: Gift cards are non-refundable.

9. Gifts

• If the item was marked as a gift at the time of purchase and shipped directly to you, you’ll receive a store credit for the value of your item. 
• The gift recipient is responsible for all return shipping costs if the return is apporved. We recommend using a shipping method that provides a tracking number for your reference. 
• Please review the Return policy procedure above.
• Once the returned is approved and the item is received by our warehouse, a gift certificate will be mailed to you.

We hope this return policy provides a seamless process for any returns or exchanges you may need. If you have any questions, please feel free to reach out to us at customerservice@kulturedrider.com.

Thank you for shopping with Kultured Rider!