Free shipping 📦

Returns

0. Your Statutory Rights

Nothing in this policy limits or excludes any guarantee, warranty, or right that applies to you under the mandatory consumer protection laws of your country of residence (including, without limitation, the Australian Consumer Law, the New Zealand Consumer Guarantees Act, and the EU/UK consumer protection framework) and that cannot lawfully be excluded, restricted, or modified by agreement. Where any clause below conflicts with such a non-waivable right, your statutory right prevails.

1. Product Guarantee

All items sold on western-cowboy.com are brand new and guaranteed to be free from defects. They are identical to those sold in traditional retail stores and sourced from carefully selected suppliers.

For customers in Australia:

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

For customers in New Zealand: your purchase is covered by the guarantees set out in the Consumer Guarantees Act 1993, which apply in addition to this policy.

For customers in the European Union: your purchase is covered by the statutory 2-year legal guarantee of conformity, which applies in addition to this policy.

2. Defective or Incorrect Items

If you receive a defective or incorrect item, please email us at john@western-cowboy.com with a detailed description and photos of the issue, and we will offer an exchange or a refund.

  • US and Canada: please report the issue within 30 days of delivery so we can process your request efficiently.
  • Australia, New Zealand, and the European Union: the statutory consumer guarantee described in Section 1 applies to defective items and is not limited to a fixed number of days — it runs for the period provided under the applicable law of your country. We nonetheless ask that you report the issue as soon as reasonably possible so we can resolve it quickly.

3. Shipping Address Corrections

If you made an error in the shipping address at checkout, please contact us within 24 hours of placing your order. After this timeframe, we cannot guarantee that the address can be changed. In the event of a failed delivery or misrouting due to an incorrect address provided by the customer, western-cowboy.com cannot be held responsible.

4. Right of Cancellation (European Union customers)

We offer a 30-day cancellation window from the date of delivery. You then have an additional 14 days to return the items. This right of cancellation applies only to customers residing in the European Union, in accordance with EU Directive 2011/83/EU.

If your order includes multiple items, the cancellation period begins once the last item is delivered. To exercise this right, please email us at john@western-cowboy.com.

(This right does not replace or limit the statutory guarantee described in Section 1 for defective items.)

5. Return Conditions

Timeframe: You have 30 days from delivery to return an item (see Section 4 for EU cancellation rights, and Section 1 for statutory guarantees on defective items, which are not subject to this timeframe).

Condition of Items: Returned items must be new, unused, complete, and in a condition suitable for resale. All accessories, manuals, and documentation must be included. For EU customers exercising the right of cancellation, items are only expected to be handled to the extent necessary to establish their nature and function — normal inspection (e.g., trying on a hat or belt) will not affect your refund.

Return Shipping Costs: Return shipping is the responsibility of the customer, except where the return is due to our error (defective or incorrect item) or where required otherwise by applicable law.

Tracking: We strongly recommend using a tracked and signed delivery method. Without proof of delivery, we cannot accept claims for lost return packages.

6. Return Shipping Fees

6.1 If a Package is Refused or Not Picked Up

If a package is refused at delivery or not picked up within the carrier's timeframe and is returned to our warehouse, the return shipping cost will be deducted from the refund. Additionally, a 15% restocking fee will apply to cover return handling, inspection, and restocking, except where prohibited by applicable law (see Section 6.3 for EU customers). Return shipping fees are non-refundable.

6.2 Customs Fees Refused by Customer

Orders may be subject to customs duties or local taxes imposed by the destination country. These charges are the sole responsibility of the customer. However, we commit to reimbursing these fees once the customer provides proof of payment.

If the customer refuses to pay the customs fees and the package is returned to our warehouse, the return shipping cost will be deducted from the refund. A 15% restocking fee will also apply, except where prohibited by applicable law (see Section 6.3 for EU customers).

6.3 Voluntary Returns

For returns that are not due to a product defect (change of mind, ordered by mistake, etc.), a 15% restocking fee will be deducted from the refund. This fee covers return processing, item inspection, and restocking.

Exception — European Union customers: no restocking fee applies to returns made under the statutory right of cancellation described in Section 4. In that case, we may only deduct the direct cost of return shipping (where the customer bears it under Section 5) and, where applicable, an amount reflecting any diminished value of the goods resulting from handling beyond what is necessary to establish their nature and function.

7. Orders Marked as Delivered but Not Received

If you have not received your order, please report this to us within 45 days of the order date. If your order is marked as "Delivered" but you have not received it, we will request supporting documentation (including a signed affidavit) to investigate. These documents must be submitted within 14 calendar days from our initial contact. After this period, the case will be closed.

8. Proof of Delivery & Transfer of Responsibility

Western-cowboy.com's delivery responsibility ends when the shipping carrier confirms delivery at the address provided by the customer.

Exception — European Union customers: in accordance with Article 20 of Directive 2011/83/EU, risk of loss or damage to the goods passes to you only once you (or a person you have designated, other than the carrier) take physical possession of the goods. A carrier's "delivered" status alone does not transfer this risk for EU customers.

Delivery confirmation (such as tracking updates or a delivery photo) serves as proof of delivery as long as it clearly shows the delivery location (e.g., mailbox, front door, or designated spot).

If no specific delivery instructions were provided (e.g., signature required, alternate delivery location), we assume standard delivery to the address entered at checkout.

For US, Canadian, Australian, and New Zealand customers, western-cowboy.com is not responsible for loss or theft after a confirmed delivery if:

  • The customer did not opt for optional insurance to cover loss, theft, or damage.
  • The customer was aware of potential security issues with their delivery address (e.g., broken or unsecured mailbox) and did not notify us prior to shipping.

In the event of a dispute, we will review all evidence from both the customer and the carrier to reach a fair resolution.

9. Refunds

  • US, Canada, Australia, New Zealand: refunds will be issued within 14 business days after receiving the returned item(s).
  • European Union: refunds will be issued within 14 calendar days after receiving the returned item(s), or after you provide proof of return shipment, whichever is earlier, in accordance with EU law.

We do not offer cash-on-delivery or refund-on-delivery services.