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Email us at info@viva-iberica.com
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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.


Returns Policy

 

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. 

  

Privacy Notice

 

We are committed to protecting your privacy and will only use information collected about you in accordance with the Data Protection Act 1998, the ICO Cookie Law (May 2012) and any other applicable legislation.

 

If you pay by credit card, no credit card details are seen or held by us and all payments are collected through PayPal and subject to their terms conditions and any fraud protection policies.

 

We collect personal information from visitors to this website when you e-mail your details to purchase from our webshop, i.e. name, postal address and e-mail address. The information collected via this website is solely for the purposes of providing our services; answering your queries, dealing with your order(s) and account(s), and providing you with information about products and services. We do not sell, transfer or disclose your personal identity information, except where/if required to do so by law.

 

You have a right to know what personal data we may hold about you. To obtain a copy of the personal information held about you, please write to us. Our contact details are on the ‘Contact Us’ page on this website.

 

Cookies

Where services are delivered on the internet, this sometimes involves placing small amounts of information on your device, for example, computer or mobile phone. These include small files known as cookies. They cannot be used to identify you personally. These pieces of information are used to improve services for you through, for example:

  • enabling a service to recognise your device so you don’t have to give the same information several times during one task
  • recognising that you may already have given a username and password so you don’t need to do it for every web page requested
  • measuring how many people are using services, so they can be made easier to use and there’s enough capacity to ensure they are fast

You can manage these small files yourself and learn more about them through Internet browser cookies – what they are and how to manage them

Our use of cookies

We want to make our services easy and reliable. Where services are delivered on the internet, this sometimes involves placing small amounts of information on your device, for example, your computer or mobile phone. These include small files known as cookies. They cannot be used to identify you personally.

These pieces of information are used to improve services for you through, for example:

  • recognising that you may already have given a username and password so you don’t need to do it for every web page requested
  • measuring how many people are using services, so they can be made easier to use and there’s enough capacity to ensure they are fast
  • analysing anonymised data to help us understand how people interact with our website so we can make it better

What cookies do we use?
When a visitor arrives on our online store the following cookies are used:

ekm_USERNAME – Temporary cookie generated to test if cookies are enabled on the visitor’s browser.

ekm_pp_USERNAME – Stores a unique reference to visitors cart contents. Stores authentication details for customer logged in section.

ekm_tmp_ORDERNUMBER – Stores a reference to the visitors order number after an order has been generated.

 

Note that all these cookies are ESSENTIAL and so are totally compliant with the cookie law.

Web Statswe do not use cookies for tracking purposes, only IP addresses for tracking visitors which means we are compliant with the new cookie law.