Refund 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 Free Returns at Checkout
   Select “Free & Easy Returns” at checkout for a prepaid return label in case you change your mind - easy, stress-free, no extra charge. 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.

3. Ship it Yourself
   All returns are to be sent to Agador's, Suite 100- 5063 North Service Road, Burlington, ON, L7L 5H6. 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 of and we won't be able to refund you. 

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 Handled with Care:

• Received the Wrong Item?
  Let us know through our returns portal or you can also just directly email us pictures at hello@agadors.com. We'll quickly send you a prepaid label and get the right product 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.

• 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 free returns 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:
  We understand. 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. 

Carriers

We accept returns from any carrier but aren’t responsible for lost or damaged packages. Be sure to keep your tracking number 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