Refund policy
Returns
We want you to love your purchase. If you are not completely satisfied, you may request a return within 30 days of receiving your order (counted from the delivery date, not the order date).
To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.
Non-Returnable Items
Because our products are made to order and custom-produced for each customer, they are generally non-returnable unless they arrive damaged, defective, or incorrect. In addition, items marked as final sale and any item not in its original condition, damaged, or missing parts for reasons not due to our error cannot be returned.
Order Cancellations
As each order is custom-made, production begins shortly after your order is confirmed. You may cancel your order for a full refund within 24 hours of purchase. After this window, the order has entered production and can no longer be cancelled or refunded, except in the case of a damaged, defective, or incorrect item.
How to Start a Return
To start a return, contact us at cowboytema@outlook.com with your order number and the reason for the return. We will provide instructions on where and how to send your item. Items sent back to us without first requesting a return will not be accepted.
Damaged or Incorrect Items
Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right. In these cases we cover the cost of the resolution.
Return Shipping Costs
Unless the return is due to our error (wrong or defective item), the customer is responsible for return shipping costs. Original shipping costs, where applicable, are non-refundable.
Refunds
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original payment method within 5 to 10 business days. Please note that your bank or card issuer may need additional time to post the refund.
Exchanges
The fastest way to get the item you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Contact
Glow Rodeo — cowboytema@outlook.com