Returns and Refunds

The Western Saddler Ltd wants you to be happy with your purchase. This policy explains your rights when returning website purchases, including change-of-mind returns, faulty goods and personalised products.

This policy applies to consumers purchasing from The Western Saddler Ltd. It does not limit or replace your statutory consumer rights.

1. Contacting us about a return

Before returning an item, please contact us so that we can provide the correct return address and instructions.

Website orders

Email: order@western-saddler.co.uk
Telephone or WhatsApp: 07449 648225

Please include:

• your name;
• order number;
• details of the item;
• the reason for contacting us; and
• photographs where an item is damaged, faulty or incorrect.

Please do not return anything without contacting us first, as different products may need to be returned to different addresses.

2. Your statutory right to cancel an online order

When you purchase eligible goods online, by telephone or by another distance-selling method, you normally have the right to cancel without giving a reason.

You must tell us that you wish to cancel within 14 days beginning on the day after you, or a person nominated by you, receives the goods.

If an order contains several items delivered separately, the cancellation period normally begins on the day after the final item is received.

Once you have told us that you are cancelling, you must return the goods within a further 14 days.

You can cancel by:

• emailing order@western-saddler.co.uk;
• contacting us on 07449 648225; or
• completing the model cancellation form at the end of this policy.

You do not have to use the model cancellation form, but you must make a clear statement that you wish to cancel.

3. Our additional 30-day returns policy

In addition to your statutory rights, we offer a 30-day change-of-mind returns period for eligible, non-custom website products.

You must contact us and return the item within 30 days of delivery.

This additional policy does not apply to:

• custom-made or clearly personalised products;
• custom saddles;
• products altered or modified at your request;
• goods that cannot be resold because they have been used beyond what is reasonably necessary to inspect them;
• sealed goods that are not suitable for return for health or hygiene reasons once unsealed, where applicable; or
• any other product excluded from cancellation by law.

We may consider returns outside 30 days in exceptional circumstances, but we are not obliged to accept them unless you have a statutory right to a remedy.

4. Condition of change-of-mind returns

You may inspect an item as you would reasonably be allowed to inspect it in a shop.

Where possible, goods should be returned:

• clean and in good condition;
• with their original packaging;
• with all labels, accessories, manuals and protective materials; and
• securely packaged to prevent damage during their return.

You are responsible for taking reasonable care of goods while they are in your possession.

If an item has been handled or used beyond what is reasonably necessary to establish its nature, characteristics and functioning, we may make a reasonable deduction from the refund to reflect any reduction in value.

For example, using riding equipment on a horse, riding in a saddle, marking leather, allowing an item to become dirty or sweaty, or removing protective materials may go beyond reasonable inspection and substantially reduce its resale value.

This section applies to change-of-mind returns. It does not remove your rights where an item is faulty, not as described or unfit for an agreed purpose.

5. Return postage

For ordinary change-of-mind returns, you are responsible for the cost of returning the goods to us.

We strongly recommend using a tracked and appropriately insured delivery service. You remain responsible for the return until it reaches us.

If an item is faulty, damaged on arrival, incorrectly supplied or not as described, please contact us before returning it. Where the law makes us responsible for the return, we will provide suitable instructions and meet the reasonable return cost.

Please do not send an item back using an unusually expensive service without agreeing the cost with us first.

6. Refunds for cancelled online orders

For an eligible statutory cancellation, we will refund:

• the price paid for the returned goods; and
• the cost of our least expensive standard delivery option, where you paid an outbound delivery charge.

If you selected a more expensive or enhanced delivery service, we are not required to refund the additional amount above our standard delivery charge.

We will make the refund without undue delay and normally no later than 14 days after:

• we receive the returned goods; or
• you provide evidence that the goods have been sent back,

whichever happens first.

We may withhold the refund until we receive the goods or evidence that they have been returned.

Refunds will normally be made to the original payment method unless expressly agreed otherwise.

Your bank or payment provider may take additional time to credit the refund to your account.

7. Faulty, damaged, incorrect or misdescribed goods

Your statutory rights apply where goods are:

• faulty;
• damaged before delivery;
• not as described;
• incorrectly supplied;
• of unsatisfactory quality; or
• unfit for a purpose made known to us before purchase.

Depending on the circumstances and when the problem is reported, you may be entitled to:

• reject the goods and receive a refund;
• have the goods repaired;
• receive a replacement;
• receive a price reduction; or
• exercise a final right to reject the goods.

A consumer will normally have a short-term right to reject qualifying faulty goods within 30 days. Different remedies may apply after that period.

Please stop using an item if continued use could cause damage, compromise safety or make the problem worse, and contact us promptly.

We may ask for:

• photographs or video showing the problem;
• proof of purchase;
• the product’s serial number or identifying information; and
• a reasonable opportunity to inspect the product.

Any manufacturer’s warranty is additional to your statutory rights and does not replace them.

8. Damage during delivery

We remain responsible for goods until they are delivered to you, or to another person you have nominated to receive them, except where you independently appoint a carrier that we did not offer.

Please inspect parcels as soon as reasonably possible.

If packaging or goods arrive damaged, please retain the packaging and send us photographs where possible. This helps us investigate the damage with the carrier, but failure to photograph the packaging does not automatically remove your statutory rights.

9. Custom-made and personalised products

The statutory 14-day change-of-mind cancellation right does not normally apply to goods that are:

• made to your specifications;
• clearly personalised; or
• altered or modified specifically for you.

This may include custom saddles and products manufactured, engraved, embroidered, altered or modified according to your individual requirements.

However, custom-made and personalised products are not excluded from your statutory rights where they are faulty, not as described, of unsatisfactory quality or unfit for an agreed purpose.

If you wish to cancel a custom order before it has been completed, please contact us promptly. Any amount retained or charged will be based on the reasonable losses directly caused by the cancellation, including non-recoverable materials, committed manufacturer charges and work already completed. We will take reasonable steps to reduce those losses and will explain the calculation on request.

Custom saddles are also governed by our Custom Saddle Terms and Conditions.

10. Custom saddle concerns

Custom saddle fitting is an individual process influenced by factors including:

• the horse’s conformation;
• musculature and physical condition;
• changes in weight or workload;
• the rider;
• pad and cinch selection;
• management;
• intended use; and
• changes occurring after the original assessment.

A custom saddle may occasionally require reassessment or reasonable refinement after manufacture or delivery. This does not automatically mean that the saddle is faulty, but neither does it remove your statutory rights.

If you have a concern about a custom saddle:

1. Stop using it if continued use may compromise the horse’s welfare or safety.
2. Contact info@western-saddler.co.uk.
3. Provide details of the concern and any relevant photographs or video.
4. Give us a reasonable opportunity to inspect the saddle and, where appropriate, reassess the horse, rider, pads and relevant fitting circumstances.

The appropriate response may include reassessment, adjustment, repair, replacement, price reduction or refund, depending on the circumstances and your statutory rights.

11. Exchanges

If you would like to exchange an eligible non-custom item, please contact us.

The quickest option may be to return the original item for a refund and place a new order. Any replacement remains subject to availability and any difference in price.

Return postage for a voluntary exchange is normally the customer’s responsibility. This does not apply where the original item is faulty or incorrect and we are legally responsible for the return.

12. Items returned without authorisation

Please contact us before returning an item.

If goods are sent to an incorrect address, returned without sufficient identifying information or sent without suitable packaging, this may delay the return or refund.

This does not remove any statutory rights, but we need enough information to identify the order and process the return.

13. International orders

Customers outside the United Kingdom should contact us before returning an item.

You are responsible for correctly describing returned goods on customs documentation. Please mark the parcel as returned goods where appropriate. We cannot reimburse import charges caused by incorrect return documentation.

Mandatory consumer rights in your country may also apply. Nothing in this policy removes any consumer protection that cannot legally be excluded.

14. Proof of purchase

We may ask for reasonable evidence that the item was purchased from The Western Saddler Ltd.

This could include:

• an order confirmation;
• receipt;
• invoice;
• bank or payment record; or
• other reasonable proof of purchase.

15. Complaints

If you are unhappy with how a return or refund has been handled, please contact us (please DO NOT send any returns to the following address):

The Western Saddler Ltd
Registered in England and Wales
Company number: 08680574

Registered office:

Little Garth
Tirley Lane
Utkinton
Tarporley
Cheshire
CW6 0JZ

Website-order enquiries: order@western-saddler.co.uk
Saddle-fitting enquiries: info@western-saddler.co.uk

We will investigate the matter and aim to provide a substantive response within a reasonable period.

Model cancellation form

You may cancel by emailing order@western-saddler.co.uk, by sending us another clear statement, or by completing our Cancellation/Returns Form. You do not have to use the form.

To:

The Western Saddler Ltd
Email: order@western-saddler.co.uk

I hereby give notice that I cancel my contract for the sale of the following goods:

Order number:

Ordered on:

Received on:

Name of customer:

Address of customer:

Signature of customer, if this form is submitted on paper:

Date:

Last updated

21 July 2026

This version correctly separates your voluntary 30-day policy from the statutory 14-day cancellation right and preserves the separate rules for faulty and personalised goods. The legal foundations are summarised in GOV.UK’s returns guidanceand Business Companion’s distance-sales guidance.