Refund policy

Because every item we sell is custom-made to order — created in the likeness of an individual horse, foal, or animal — we are unable to resell returned merchandise. For that reason, we do not offer general returns or exchanges. Returns are accepted only when an item arrives with a manufacturing defect, is damaged in shipping, or you received the wrong item.

To be eligible for a defect return, your item must be unused and unworn (other than the defect itself), in its original packaging with all tags and materials included, and reported to us within 14 days of the delivery date.

To start a defect claim, contact us at returns@ironwoodfarms.us with your order number and clear photos or video showing the issue. Please do not ship your item back to us before we've reviewed and approved your claim — items sent back without prior authorization will not be accepted.

Once your return is approved, we'll email you a prepaid return shipping label along with instructions on where to send your package. Approved returns should be shipped to:

Ironwood Farms

Attn: Returns

379 West Olentangy Street

Powell, Ohio 43065

You can always reach us with return questions at returns@ironwoodfarms.us.

Damages and Issues

Please inspect your order as soon as it arrives. If your item is defective, was damaged in transit, or you received the wrong item, contact us right away at returns@ironwoodfarms.us so we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items

Because all of our merchandise is custom-made to order in the likeness of your animal, all sales are final. We do not accept returns for incorrect size or fit selected at checkout, buyer's remorse or a change of preference, or normal wear and tear. The only exceptions are a confirmed manufacturing defect, shipping damage, or an incorrect item, as described above.

Exchanges

We do not offer exchanges. If your item qualifies as a confirmed defect, shipping damage, or incorrect item, you may choose either a replacement (custom pieces may require additional time to remake) or a full refund, as described under Refunds below.

European Union 14-Day Cooling-Off Period

Because our products are custom-made to your specifications, they are not eligible for the European Union's 14-day right of withdrawal under Article 16(c) of Directive 2011/83/EU, which excludes goods made to a consumer's specifications or clearly personalized. Orders shipped into the EU remain subject to the same defect-only return policy described above.

Refunds

Once we've received and inspected a returned item, we'll notify you whether your refund or replacement has been approved. If a refund is approved, it will be issued to your original payment method within 10 business days. Please allow additional time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since your return was approved and you haven't received your refund, contact us at returns@ironwoodfarms.us.