Refund Policy
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Our Commitment
At Clansman Saddlery, we take great pride in the quality of our craftsmanship and the care taken during every saddle fitting. We want you to be completely satisfied with your purchase and our services. This policy outlines your rights and our responsibilities under UK consumer law.
1. Custom & Made-to-Order Items
Many of our products are made to order or tailored to your specific requirements.
Under the Consumer Contracts Regulations 2013, custom-made or personalised goods cannot be returned or refunded unless they are faulty or not as described.
If you believe your bespoke product is faulty, please contact us within 14 days of receiving it. We may request photographs or ask you to return the item for inspection. If a manufacturing fault is confirmed, we will offer a repair, replacement, or refund as appropriate.
2. Stock Items
For stock (non-custom) items, you have the right to cancel and return your order within 14 days of delivery, provided the item is unused, unmarked, and in its original condition and packaging.
You will be responsible for return postage costs unless the item is faulty or supplied in error.
Refunds will be issued once the returned goods have been received and inspected.
3. Saddle Fitting Services
All saddle fittings are carried out by qualified fitters using professional standards.
Payment for saddle fitting services covers the fitter’s time, expertise, and travel, and is therefore non-refundable once the appointment has taken place.
If adjustments are recommended during your fitting, these will be carried out as part of our ongoing aftercare commitment, where applicable.
4. Faulty or Damaged Goods
If a product arrives damaged or develops a fault within a reasonable period, please let us know straight away.
You may be asked to provide photographs or to return the item for inspection.
If a fault is confirmed, we will repair, replace, or refund the item in accordance with the Consumer Rights Act 2015.
5. Returns Procedure
If you wish to return an item, please follow these steps:
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Contact Us First – Email or call us within 14 days of receiving your order to request a return. Please include your order number, contact details, and the reason for the return.
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Wait for Authorisation – We will provide you with return instructions and, where applicable, a return authorisation number.
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Package Securely – Repack the item carefully in its original packaging, including any tags, labels, or accessories.
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Post the Item – Send your return using a tracked and insured postal service. We recommend keeping proof of postage, as we cannot be responsible for lost parcels.
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Inspection & Refund – Once received, we will inspect the item and issue a refund or exchange (as agreed) within 10 working days. Refunds will be made to the original payment method.
Please note: returns sent without prior notification may not be accepted or processed.
6. How to Contact Us
If you wish to discuss a return, refund, or exchange, please contact us using the details below:
Clansman Saddlery
Email: [insert contact email]
Phone: [insert phone number]
Address: [insert business address]
We aim to acknowledge all enquiries within 5 working days.
7. Your Statutory Rights
Nothing in this policy affects your legal rights under UK consumer law.