Returns & Refunds Policy

Please Read Our Return & Refund Policy Carefully

We know horses and riders are particular. That’s why we’ve crafted a return process that’s as thoughtful and rider-friendly as our products.

Before You Order

Choosing the right bit is important. We recommend reviewing our sizing guide closely to ensure the best fit. But we also know horses have their own preferences, so if things don't work out, we've got you covered.

You have 30 calendar days from receiving your item to initiate a return or exchange.

Three Easy Ways to Return:

1. Opt-In for Return Coverage at Checkout ($3.98 charge)
   Select return insurance at checkout to get prepaid return label in case you change your mind. Head to our return portal here to begin.

2. Buy a Return Label through Our Portal
   Didn’t select free returns at checkout? No worries, you can buy a return label conveniently through the return portal.

What's Eligible for Return?

We happily accept returns for items that are:

• New or lightly used. Yes, even the ones that you tried and didn't work.

• Returned within the 30-day window

Special Situations:

• Received the Wrong Item?
  If the item you've received does not correspond to the item on your order confirmation e-mail, let us know through our returns portal immediately or directly email us pictures at hello@agadors.com. Please keep the item in unused condition. We'll quickly send you a prepaid label and get the right product out to you.

• Defective or Unsafe Products:
  Safety and care matters. Upload images to our portal or email us, and we'll cover return shipping and get you sorted with a refund or replacement. Please note that we generally do not permit replacements to be a different product unless said item is currently discontinued or out of stock.

• Need a Different Size?
  Exchanges for size are simple. You can ship back the original item and get a return label generated - self paid or already covered if you opted for return coverage with your purchase. Or you can send it back yourself by getting return address by emailing us. Once we receive the item we will ship out the exchange free of charge. 

• Want a Different Model?
  Not a problem. Return shipping is on you (arranged either via returns portal or by email), but we'll happily cover shipping your replacement. We'll handle any price differences by issuing a refund or invoice for the difference before we ship your exchange.

• Change of Heart:
  Ship it back via our return portal and we’ll provide a refund (minus original shipping costs), store credit, or an exchange shipped free after we inspect the return.

Items That Can’t be Returned or Refunded:

• Rubber bits due to the porous nature of the material
• Demo and Final Sale Items
• Shipping and handling fees
• Customs & Duty charges
• Gift cards

• Consumable products (e.g., gels, bit tapes)

Refunds Made Easy

Once we receive your return, we'll inspect it quickly and notify you by email. Approved refunds are issued within 5 business days, either back to your original payment method or as store credit - your choice. Original shipping fees or any tariffs are non-refundable.

Trouble with Your Refund?

Track your refund easily through our return portal, or email us at hello@agadors.com if you need additional help.

Return Address

Please do not ship returns back to the return address on your label - we strictly separate our inbound and outbound bits to not mix our demo and new stock. Any returns send to a different address will unfortunately get disposed and we won't be able to refund you.

If you use our return portal to generate or purchase the return label don't worry - the correct address will be automatically printed on the return label.

All self-send returns are to be sent to Agador's, Suite 100- 5063 North Service Road, Burlington, ON, L7L 5H6. While the status of return shipments sent in via labels issued by our return portal is automatically updated, this is not the case for self send returns. Therefore it is important you use only tracked mail, notify us you plan to self send and again when the package reaches us. Due to large amount of incoming shipments failing to do so can lead to delays of processing your refund/exchange.

Carriers

We accept returns from any carrier but aren’t responsible for lost or damaged packages. Be sure to keep your tracking number and any proof of shipment handy - if you can show us that your return got delivered, we'll take care of the rest.

Need More Help?

We’re here for you:

• Phone: +1 289 812 4812

• Email: hello@agadors.com