We understand that when you shop online, things can go wrong. You might need a different size, or the colour you received may not be as expected - you may have just changed your mind. Our Returns & Exchanges Policy is designed to give you the flexibility that you need.
RETURNS
If you return your item(s) to us within 14 days of receipt, in an unsoiled, undamaged and unused condition, we will happily refund or exchange them for you. Products MUST be received with all original tags still being attached and returned in the product packaging in which the items were sent out in.
Please do not apply postal stickers directly on to the product packaging such as, footwear boxes, rug bags etc. In the event of these terms not being adhered to, we may be forced to deduct from your refund.
Saddle Returns will incure a £20 re-stocking fee and must be returned within14 days of receipt, in unsoiled, undamaged and unused condition, complete with all tags and attachments, such as with knee & thigh blocks, girth guards, saddle cover etc.
Refunds within the statutory period are made in line with the Consumer Contract Regulations.
HOW TO RETURN?
Send returns by any method you choose.
Please send all Returns to : Returns Dept, Sandons Saddlery Ltd, Powley’s Business Park, Bintree Road, Foulsham, East Dereham, Norfolk. NR20 5RL
It is essential that you include a covering note with your parcel, telling us:
- Your Original Order Number
- Your Name and Contact Phone Number
- Whether you would like a Refund or an Exchange (and what you might require in exchange)
We strongly advise customers to obtain proof of postage from their chosen postal service, as in the extremely unlikely event of the item(s) not reaching us, this would be required in order for you to claim compensation. Return costs will be covered by the buyer.
EXCHANGES
Please be aware, exchanges are subject to stock availability. Please check our website for up-to-date stock.
For exchanges, a payment of a standard delivery charge of £4.95 will be required to send you your replacement item(s). Items originally sent postage free are exempt from this payment.
Please forward a cheque payable to "Sandons Saddlery Limited" to cover the new outbound postage. If you prefer, we can contact you by phone to take payment for this by a debit/credit card.
Please e-mail info@sandonssaddlery.co.uk if you have any queries regarding exchange postage costs.
FAULTY/DAMAGED OR INCORRECT ITEM
If you think you have received an incorrect, damaged or faulty item or have items missing from your delivery, please contact us by e-mailing info@sandonssaddlery.co.uk.
Regarding incorrect/missing items, this needs to be within 3 days of receipt of delivery. We will then be able to advise on the best way to proceed.
If a faulty item has been experienced, there will likely need to be a return of the item made to our Returns Department, within 14 days, for inspection and verification of the fault prior to dispatching any replacements or issuing any refund.
We may be able to provide a Freepost label so that there is no cost of this return. However, as this is not always the case, please contact us prior to making any Return.
We regret that we are unable to issue any replacements or refunds until we have verified the fault.
If you do not contact us before returning a faulty/incorrect item then unfortunately we will only be able to reimburse you for your own cost of postage to themaximum value of £4.95. We know dealing with a faulty item can be an annoying inconvenience for you, so please be assured that our team are here to help you and always aim to resolve issues as quickly and easily as we can. Often the judgement of faulty items lies with the supplier/manufacturer, so time must be allowed for their assessment and report so we can then move forward and resolve the issue.
To minimise potential fraud, all refunds will be made via the original payment method. Refunds may take up to 5 working days to appear back in your account.