Returns and Refunds
Note reference illustrations, pictures, photographs and colours
Illustrations, pictures, photographs and colours of items shown on the webshop may differ slightly from goods sent due, for example, to continuous improvements in saddle design and technology, or, for example, the limitations in colour reproduction on the website. Natural leather colours will always vary a little and the thickness of the leather on different products (for example a saddle and a girth, which may be made from thicker leather) will also vary slightly in colour even from the same colour batch.
If you decide to return an item to us for exchange, we offer you a 7 day exchange guarantee on the goods, provided the goods are returned at your expense, unsoiled, unused, undamaged and in their original packing, which includes any sealed packaging they may have been delivered in, and with any invoice or packing notes. Also please return with a note showing details of your return, reasons why and your exchange or refund request. The cost of the return is met by the sender and non-refundable.
Goods returned after 7 working days or with damaged packaging will be accepted only at our discretion and will incur a 20% restocking charge.
Items specially ordered, i.e. made-to-measure or personalised may not be returnable, so please check with us before returning.
Faulty Goods Returns/Refund Policy
Items you feel are faulty may be returned to us using the same procedures as in ‘Returns Policy’ above, after you have informed us (see ‘Contact Us’ page on this website) and we have replied to you and provided a ‘returns’ identification number. Note that if you use or continue to use the item after you have discovered damage or a fault it will be deemed you have accepted the goods in their damaged/faulty condition.
After we have received and inspected the goods we will promptly refund the purchase cost and postage to you, should we find them to be defective. Alternatively, if you preferred, we could replace the goods and pay your return delivery costs, plus the delivery costs of the replacement item, on your behalf.
If we are unsure as to whether the goods are defective we will request the opinion of the manufacturer and accept their findings and if the goods are found to be in working order, or have been damaged due to misuse or neglect, then you would be liable for any costs we have incurred including the cost of returning the goods to you.
When taking receipt of your parcel please check you are receiving the correct number of parcels and make a note on the carrier’s consignment note (and your copy) if there appears to be any missing and/or damage to the parcels. Open your parcel/s immediately to carefully check the contents, as you must inform us (see ‘Contact Us’ on this website) within 3 working days of any damaged in transit or incorrectly sent goods.
Goods Damaged in Transit or Incorrectly sent goods
Damaged or incorrectly sent goods must be returned to us as described in the Returns Policy detailed above. We will either replace the goods at our cost, including refunding you for the returned parcel, or promptly refund you in accordance with our Faulty Goods Returns/Refund Policy.
Our guarantee to you is that we will promptly make any refunds or exchanges, where necessary, so long as the goods are returned to us within 7 days of your receipt and in good condition and otherwise as detailed above.
Please be aware that items being returned remain the responsibility of the sender until received by us, therefore we recommend that returned items are sent insured and registered, using a guaranteed or recorded delivery service. We cannot make any refunds on goods we do not receive.