Refund policy

SHIPPING & RETURNS

We want you to feel confident when ordering from Cieli Equestrian. The following policy explains our order-processing, shipping, cancellation, return, and refund procedures for purchases made through usa.cieliequestrian.com.

SHIPPING WITHIN THE UNITED STATES

Cieli Equestrian currently ships to addresses within the United States.

Available shipping services and rates are calculated based on the order and displayed during checkout.

Orders totaling more than $200 qualify for complimentary standard shipping. Eligibility for complimentary shipping will be shown during checkout.

Any expedited or upgraded shipping service selected by the customer remains subject to the rate displayed during checkout.

ORDER PROCESSING

In-stock orders are generally prepared for shipment within 1–3 business days after payment has been successfully processed.

Business days are Monday through Friday, excluding federal holidays. Orders placed over a weekend or holiday will begin processing on the next business day.

Processing time refers to the time required to prepare an order for shipment. It does not include the shipping carrier’s transit time.

During product launches, promotional periods, holidays, trade shows, or other particularly busy periods, processing may take slightly longer. If a material delay affects your order, we will contact you by email.

SHIPPING CONFIRMATION AND TRACKING

Once your order has shipped, you will receive a shipping-confirmation email containing the available tracking information.

Tracking information may take up to 24–48 hours to update after the carrier receives the package.

Please review your shipping address carefully before completing your purchase. Customers are responsible for providing a complete and accurate delivery address.

If you notice an address error, contact us immediately at nicole@cieliequestrian.com. We will make every reasonable effort to update the address before fulfillment, but we cannot guarantee that changes can be made after an order has entered the shipping process.

DELIVERY ESTIMATES AND DELAYS

Delivery estimates provided during checkout are estimates and are not guaranteed delivery dates.

Carrier delays may occur due to weather, transportation interruptions, holidays, high shipping volumes, or other circumstances outside Cieli Equestrian’s reasonable control.

If Cieli Equestrian cannot ship your order within the timeframe communicated at the time of purchase, we will notify you and provide the opportunity to accept the revised timeframe or cancel the affected merchandise for a full refund.

PREORDERS AND SPECIAL-ORDER ITEMS

Expected availability and shipping dates for preorder and special-order merchandise are estimates. These dates may change due to production schedules, import processing, customs clearance, transportation delays, or other circumstances outside our reasonable control.

If a preorder or special-order item is materially delayed, we will contact you with an updated estimate. You may choose to continue waiting or cancel the affected item for a full refund.

Unless clearly stated otherwise before purchase, preorder and special-order merchandise is subject to the same cancellation and 30-day return policy as regularly stocked merchandise.

If an order contains both in-stock and preorder items, the products may ship separately.

ORDER CANCELLATIONS

You may request to cancel an order without charge at any time before it has been fulfilled.

To request a cancellation, email nicole@cieliequestrian.com as soon as possible and include your order number.

Submitting a cancellation request does not guarantee that the order can be stopped. Once an order has been fulfilled or transferred to the shipping carrier, it can no longer be canceled and must be handled through the return process described below.

Approved cancellations will be refunded to the original payment method. Cieli Equestrian does not charge a cancellation or administration fee.

LOST OR MISSING PACKAGES

If your tracking information shows no movement for an extended period or your package has not arrived within the expected timeframe, please contact us at nicole@cieliequestrian.com.

We will make reasonable efforts to help investigate the shipment with the carrier.

If tracking shows that a package was delivered but you cannot locate it, please:

• Confirm that the shipping address on your order is correct
• Check around the delivery location
• Ask members of your household, neighbors, or building management whether they accepted the package
• Allow one additional business day, as carriers occasionally mark packages as delivered before completing delivery

If the package still cannot be located, contact us so we can assist with the next appropriate steps.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Please inspect your order promptly after delivery.

If an item arrives damaged, defective, or incorrect, contact us at nicole@cieliequestrian.com and include:

• Your name and order number
• A description of the issue
• Clear photographs of the item and packaging, where applicable

Please retain the item and its original packaging until we provide further instructions.

If we confirm that an item arrived damaged, defective, or incorrect, Cieli Equestrian will cover the reasonable return-shipping cost and provide an appropriate replacement or refund.

Natural variations in genuine leather, hair-on-hide, hand-painted details, handcrafted products, colors, markings, and pattern placement are part of the individual character of these pieces and are not considered defects.

RETURNS

Eligible merchandise may be returned within 30 days after delivery.

To begin a return, email nicole@cieliequestrian.com with your name, order number, the item you wish to return, and the reason for the return.

Please wait for return instructions before shipping the item. Returns sent without the requested order information or to an unauthorized address may experience processing delays.

To qualify for a return, merchandise must be:

• Unworn and unused
• In its original condition
• Free from stains, odors, pet hair, damage, or alterations
• Returned with all original tags attached
• Returned with its original packaging where applicable
• Securely packaged to prevent damage in transit

We recommend using a trackable shipping service and retaining the tracking number until your return has been completed. Cieli Equestrian is not responsible for a customer return that is lost or damaged before it reaches us.

SALE, DISCOUNTED, PREORDER, AND SPECIAL-ORDER ITEMS

Sale and discounted merchandise is subject to the same 30-day return policy as regularly priced merchandise.

Unless clearly stated otherwise before purchase, preorder and special-order merchandise is also subject to the same return policy.

RETURN SHIPPING COSTS

Customers are responsible for return-shipping costs when returning an unwanted item, an incorrect size, or a change-of-mind purchase.

Cieli Equestrian will cover reasonable return-shipping costs when we confirm that an item was damaged, defective, or supplied incorrectly.

Original shipping charges and upgraded or expedited shipping fees are not refundable unless the return results from an error by Cieli Equestrian.

EXCHANGES

We do not process direct size or color exchanges.

If you would like a different size, color, or product, please return the original item in accordance with this policy and place a new order for the preferred item.

Placing a new order promptly helps ensure that the replacement size or color remains available. Returned merchandise and the new order will be processed as separate transactions.

REFUNDS

Once your return has been received, we will inspect the merchandise and notify you whether the refund has been approved.

Approved refunds are generally processed within 3–5 business days after inspection and issued to the original payment method.

After the refund has been processed, your bank, card issuer, or payment provider may require additional time to post the credit to your account. This additional processing time is outside Cieli Equestrian’s control.

Original shipping charges are not refundable unless the return results from an incorrect, defective, or damaged item supplied by Cieli Equestrian.

If a returned item does not meet the conditions stated in this policy, we may reduce or decline the refund, subject to applicable law. If this occurs, we will contact you.

INTERNATIONAL SHIPPING

The Cieli Equestrian USA website currently does not ship to addresses outside the United States.

Customers outside the United States may visit the appropriate regional Cieli Equestrian website, where available.

QUESTIONS

If you have questions about shipping, returns, sizing, or an existing order, please contact:

Cieli Equestrian LLC
Email: nicole@cieliequestrian.com
Website: usa.cieliequestrian.com