Return Policy
For sanitary reasons, we have a strictly no return policy for all chicken saddles and custom orders. Unless there’s an issue with your order or we sent you the wrong item, we will do our best to make it right.
Please note the following procedures to initiate a return or exchange for a defective item.
- Buyers must report any issues they may have within 10 days upon receipt of the item. Please contact us at support@serenemountainfarm.com or fill out the contact form with your order number and a brief explanation of your issue.
- Once a return or exchange request has been approved, buyers must send back the defective/wrong item within 21 days from the date of purchase. Returned item must be unused, undamaged and in its original packaging. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
- If the return is for a defective or wrong item sent product, we will shoulder the cost of the return label only if the said return label is issued from us. We will email you the return label with instructions on how to send the item back to us. In all other cases, buyers are responsible for returning shipping costs.
Refunds are typically processed within 5–10 business days upon receipt of the defective item, though certain cases may take longer depending on your payment provider or the nature of the request. Refunds will be issued to the original form of payment.