Old West Iron Returns Policy

Clear expectations. Fair solutions. Hand-forged honesty.

At Old West Iron, we stand behind the quality of our work. Because every piece is handcrafted, we have specific guidelines to ensure returns and resolutions are handled fairly and efficiently.

Standard Online Orders — Eligible for Return

All standard products placed directly through our website may be returned within 30 days of delivery.

Return Terms:

  • Returns are subject to a 30% restocking fee

  • Refunds are issued as store credit

  • Items must be in original, unused condition

  • Customer is responsible for return shipping unless the issue is our error

  • An approved RMA number is required before shipping anything back

Non-Refundable Orders (Final Sale)

The following order types cannot be returned, refunded, or exchanged under any circumstances:

  • Orders placed manually by our office staff (including phone, email, or text orders)

  • Orders ending in a letter (such as 12345-A)

  • Orders edited, changed, or modified by our staff after checkout

  • Any order requiring manual write-up, special handling, or custom adjustments

These orders fall under our custom order policy and are non-refundable because they require staff time, custom handling, and manual involvement.

Return Communication Policy — 14-Day Abandonment Rule

When a return or claim is started, we require timely communication to resolve the issue.

  • If we do not receive a response within 14 days, the return will be considered abandoned

  • Abandoned returns automatically close and no credit will be issued

  • This ensures we resolve active cases promptly and keep orders moving

You Have 30 Days to Inspect Your Order

From the date of delivery, you have 30 days to inspect your package and report:

  • Missing items

  • Incorrect items

  • Damage from transit

  • Workmanship concerns

Reports received after 30 days cannot be covered.

To file a claim, we require:

  • Photos of the item

  • Photos of the packaging

  • Photo of the shipping label

This documentation allows us to file insurance claims and replace the item at no cost to you.

Expectation for Timely Resolution

To ensure a smooth and fair process:

  • Once we request information or photos, we expect a reply within 14 days

  • Claims without follow-up after 14 days will be considered closed

This prevents unresolved cases from sitting indefinitely and keeps production flowing.

Our Commitment: Repair or Replace

If your order arrives incorrect, damaged, or missing components and it is reported within 30 days with required documentation, Old West Iron will:

  • Repair the item, or

  • Replace the item, or

  • Provide missing components at no cost

We do not offer refunds for damaged or incorrect items — we make it right by remaking or repairing.