Care Instructions
Condition your new bridle and leather items before using it for the first time. This will help them break in faster and become more resistant to wear and tear.
We do not recommend using saddle soap that is glycerin based, wet wipes, or antibacterial wipes on any Vivace Equine products. Instead, use a damp (just damp enough to clean, not soak into the leather) cloth or tack sponge with water or leather cleaner to remove dark sweat marks.
Use leather balm or leather conditioner 1-2 times a week. If your horse sweats a lot, use it 3-4 times a week. Do not use large amounts of leather grease – just enough to lightly wipe over your bridle.
If you use too much, the stitching can become worn with time and damaged. This is true of all tanned leather. Always follow the manufacturer’s instructions, but in most cases the conditioner can be applied with a tack sponge, cloth, or your fingers. Massage the conditioner into the leather, and then wipe down the saddle with a clean cloth to remove any residue.
Store the leather tack in a dry temperate tack room. Ideally in a insulated bag or cover.
If you have been riding in strong sunlight or rain, always treat with conditioner afterwards.
Return Policy
Thank you for considering an exchange or return with us. We aim to provide a seamless experience for our customers. We have certain policies in place to ensure a fair process. Please review the following guidelines for exchanges and returns before purchasing:
*Sale Items: Items purchased on sale are eligible for store credit or exchange only. We do not offer refunds for sale items. The store credit or exchange allows you to choose an alternative product or size within the same value range.
*Clearance / Closeout: Items classified as clearance, closeout, or end of collection are considered final sale items. Unfortunately, these items are not eligible for return, exchange, store credit, or refund. Please choose carefully when purchasing such items.
*Exchange for the Same Product (Different Size): Depending on product availability, we will endeavor to exchange the same product for a different size when possible. In such cases, the customer will be responsible for covering all shipping costs, and handling fees may apply.
*Browbands: Certain products, such as browbands adorned with pearls, crystals, rivets, and other decorations, are delicate. If any of these decorations break due to wear or use, it cannot be considered a defect, and therefore, cannot be Returned or exchanged
*Condition of Returned Items: To qualify for an exchange or return, all items must be in new condition (void of scratches, blemishes, stretching, environmental damage, mold, cuts, alterations, etc) and with their original packaging and tags intact. Again, we cannot accept items that show signs of wear, damage, or removal of tags.
At our company, customer satisfaction is a priority. We try our best to inspect each and every product before it is sent out and we will work diligently to assist you with your exchange or return request. If you have any further questions or need assistance with the process, please feel free to contact our customer support team. Thank you for choosing our products, and we hope to continue serving you in the future.
Complaints
We understand how important it is to address any issues or concerns regarding the products you purchased from us. If you wish to file a complaint, please utilize the form provided below. We are committed to resolving any problems you may have encountered.
To ensure a smooth process, kindly provide detailed information about the reason for your complaint. We encourage you to attach relevant pictures to help us better understand the issue you are facing.
As per our policy, it is crucial to make your reclaim within a reasonable time after discovering any fault with the product. We ask that you submit your complaint within 30 days of purchase. Any non manufacture defects will not be accepted after 90 days.
Manufacturing defects include issues with seams, adhesives, decorations, and hardware. It is important to understand that the return policy does not cover normal wear and tear. Additionally, damages resulting from misuse, lack of care, negligence, accidents, fire, water, or failure to follow care instructions are not covered under our return policy.
In regards to decorations such as pearls, crystals, rivets, and other delicate embellishments on items like headbands, please understand that these are fragile components. Should any of these decorations break, it cannot be considered a defect on the product and therefore cannot be claimed.
Rest assured, we value your satisfaction and will do our best to address your complaint promptly and fairly. Thank you for choosing our products, and we look forward to assisting you with any concerns you may have.