We want you to love what you ordered. Here's how we handle returns, exchanges, and store credit.
Our Policy
We gladly accept exchanges and issue store credit within 30 days of your order's arrival date. We do not offer cash refunds — instead we offer store credit or an exchange for an item of equal value.
Requests made after the 30-day window may be refused at Potrillo's discretion.
Item Condition Requirements
All items must be returned in as-new condition to be eligible:
- Tags and original packaging must be intact
- Items must be unworn and unwashed
- Stretched out items are final sale and not eligible for return or exchange
- Exchanged items do not qualify for a second exchange or return
Special Item Rules
- Boots — May be exchanged or credited only if soles are unscratched and boots are in as-new condition. When trying on boots, walk only on carpeted surfaces until you are certain they fit correctly.
- Hats — May be exchanged or credited if in as-new condition.
- Jewelry — All jewelry is final sale. No exceptions.
- Clearance Items — Some clearance items are not eligible for returns or exchanges.
- Heavily Discounted Items or Promo Codes — These are final sale.
- Store Credit — Cannot be combined with any discount codes.
Processing Time
Once we receive your return, please allow 7–14 business days for processing.
Shipping Costs
Potrillo Western Wear does not reimburse shipping costs. The customer is responsible for all return shipping costs to and from our warehouse.
How to Start a Return or Exchange
Email us with your name and order number to get the process started:
Email: support@shoppotrillo.com Phone: (281) 444-6575 — Monday–Friday, 9AM–5PM CST
Legal Notice
Potrillo Western Wear reserves the right to refuse or cancel any order for any reason, including but not limited to quantity limitations, pricing inaccuracies, or fraud prevention measures.