Thanks for shopping at Colne Saddlery Ltd. If you are not entirely satisfied with your purchase, we're here to help.
Returns, Exchanges and Refunds
Thank you for shopping with Colne Saddlery Ltd. We hope you are happy with your purchase, but we understand that you may occasionally need to return something.
Our 30-Day Returns Policy
Unwanted items may be returned or exchanged within 30 calendar days of purchase, delivery or collection.
To receive a full refund, the item must be clean, unused and in its original condition, with all tags attached and the original packaging where supplied. You will also need a receipt, order confirmation or other proof of purchase.
You may inspect or try on an item as you would in our shop, but it must not be used. We may reduce your refund if the item has been handled more than necessary or is returned damaged, marked, dirty, incomplete or showing signs of use.
Exchanges are subject to availability.
Returning an Item by Post
Please email orders@colnesaddlery.co.uk before posting your return. We will provide a returns form and instructions.
Please include the completed returns form and proof of purchase inside your parcel. We recommend using a tracked service and retaining proof of postage.
Customers are responsible for the cost of returning unwanted items.
Refunds
We will inspect your return once it arrives and let you know when it has been processed.
Refunds will be made to the original payment method within 14 days of receiving the returned item, or evidence that it has been sent where required by law. Your bank or card provider may take additional time to show the payment in your account.
Online Purchases
For eligible online purchases, please tell us within 14 days of receiving your order if you wish to return it. You then have a further 14 days to send it back to us.
This means you do not have to return the item within the first 14 days, but you must contact us during that time to tell us that you wish to return it.
Our 30-day returns policy is offered in addition to these legal cancellation rights.
Delivery and Return Postage
Customers are responsible for the cost of returning unwanted items.
Original delivery charges are not refunded for partial returns or returns made under our additional 30-day returns policy.
If you cancel your entire eligible online order within the statutory 14-day cancellation period, we will refund the basic standard delivery charge as required by law.
Sale Items
Sale items purchased in store cannot be returned or exchanged for a change of mind.
For sale items purchased online, customers may still use their legal 14-day cancellation rights. Our additional 30-day returns policy does not apply to sale items.
These restrictions do not apply if an item is faulty.
Riding Hats
For safety reasons, riding hats purchased in store cannot be returned or exchanged once they have left the premises. This is because we can no longer verify how the hat has been handled or whether it may have been dropped or damaged. This does not apply if the hat is faulty.
Saddle Returns
All saddle returns must be discussed with our Saddle Fitting Team before the saddle is brought back or posted to us.
Please email saddlefit@colnesaddlery.co.uk and the team will advise you on the next steps.
Items That Cannot Be Returned for a Change of Mind
Unless faulty, we cannot accept returns of:
- Personalised, altered or custom-made products
- Perishable products
- Sealed products that cannot be returned for health or hygiene reasons once the seal has been broken
Faulty, Damaged or Incorrect Items
If an item is faulty, damaged or incorrect, please bring it back to our shop or email orders@colnesaddlery.co.uk before returning it.
We will arrange a refund, repair or replacement as appropriate. Colne Saddlery will cover reasonable return postage costs where the item is confirmed to be faulty, damaged or incorrect.
This returns policy does not affect your statutory rights.