At Kensington Supplies Shop, we take pride in the exceptional quality and craftsmanship of our premium equestrian equipment. We are confident that you will be delighted with your purchase. However, we understand that sometimes a product may not be the perfect fit for you or your equine partner. To ensure your complete satisfaction, we offer a straightforward and customer-friendly returns and exchanges process.

Our Policy

We gladly accept returns and exchanges for most unused and unwashed items in their original packaging within 15 days of the date you receive your order.

To be eligible for a return or exchange, your item must be in the same condition that you received it, with all original tags attached and included.

Please Note: Due to hygiene and safety reasons, we cannot accept returns or exchanges on the following categories of products:
  • Bridles and Reins (Due to direct contact with the horse)
  • Girths and Cinches (Due to direct contact with the horse)
  • Training Aids or Accessories (Specifically, items that come into direct contact with the horse’s mouth or skin)
All sales for these items are final.

The Returns & Exchanges Process (Step-by-Step)

  1. Initiate Your Request: Within 15 days of receiving your order, please contact our customer service team at [email protected] to initiate the return or exchange process. Please include your order number and the reason for your return.
  2. Receive Instructions & RMA Number: Our team will provide you with a Return Merchandise Authorization (RMA) number and detailed instructions on where to send your package. Returns shipped without an RMA number will not be accepted.
  3. Ship Your Return: Carefully pack the unused item(s) in their original packaging. Include a copy of your order confirmation or packing slip. Ship your return to the address provided by our customer service team. We recommend using a trackable shipping service as you are responsible for the item until it reaches our warehouse.
  4. Inspection & Processing: Once we receive your return, our quality team will inspect the item(s). Upon approval, we will process your exchange or refund.

Refunds

If your return is approved, your refund will be processed to the original method of payment used at the time of purchase (Visa, MasterCard, JCB, or PayPal).

  • Timeline: Please allow up to 10 business days for the refund to be fully processed and reflected in your account after we receive the returned item. The exact timing will depend on your card issuer’s or PayPal’s policies.
  • Shipping Costs: The original cost of standard shipping is non-refundable. For returns that qualified for free shipping, the value of the standard shipping fee ($12.95) will be deducted from your refund.

Exchanges

We are happy to exchange an item for a different size or color, subject to availability. The process for an exchange is the same as for a return. Once we receive and inspect the returned item, we will ship the new item to you. Standard shipping fees will apply for the new shipment.

Return Shipping Address & Contact

All returns must be shipped to the following address only after you have received your RMA number from our customer service team:

Kensington Supplies Shop
Returns Department
760 11th Street Southeast
Washington, US 20003

For any questions regarding your return, please contact our dedicated team at [email protected]. We are here to help!

Return Request Email Template

To help you get started, you may use the template below to email us your return or exchange request.

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Kensington Supplies Shop Customer Service Team, I would like to request a [return/exchange] for an item from my recent order. Order Number: [Your Order Number] Product Name: [Name of the Product you are returning] Reason for Return/Exchange: [Please provide a brief reason] Could you please provide me with the necessary instructions and an RMA number? Thank you, [Your Full Name] [Your Email Address associated with the order]