We hope that you are happy with your order from us, but if you wish to make a return then our returns policy is as follows:
In these terms and conditions “we”, “us”, “our” and “Sydney Free Saddlery” mean Sydney Free Saddlery Ltd. “You” means you as a user and customer of www.sydneyfree.co.uk.
RIGHT TO CANCEL:
In line with Consumer Contracts Regulations you have 14 days from the day your order is delivered to request a return, which you can do by either calling or emailing us.
When we receive the item back in store we will process any refund due within 14 days. Please note that for Health and Safety reasons we are unable to handle and inspect items unless they are clean and dry. This is in particular reference to horse wear and footwear. Made to order and customised items cannot be returned. Riding hats cannot be returned for safety reasons. Items must be returned in new condition with all original packaging in tact. If the product has been handled more than is reasonable then a deduction will be made from the refund to reflect this. The extent to which you can handle the goods is the same as it would be if you were assessing them in a shop.
EXCHANGES:
We are happy to exchange your item for you. Please contact us by email or telephone within 14 days of receiving your order so that we can arrange an exchange for you. The replacement item will not be sent out until the original item is received back with us, and relevant postage will need to be paid for for the new item before we send it. Orders placed using Klarna cannot be exchanged. If you wish to change your item you will need to return your original order and place a new one.
POSTAGE COSTS:
You are responsible for organising and paying for return postage if you wish to return your item(s). We will refund basic delivery costs of the item, whichever service you opted for when placing your order. If you believe an item to be faulty we will only refund you return postage costs if we have requested that you send the product back to us, as in some cases a photograph may be enough for us to sort the issue out and postage costs might not need to be incurred. If the item is found not to be faulty, return postage costs will not be refunded to you.
FAULTY ITEMS:
If you believe an item to be faulty please contact us by telephone or email immediately. In most cases we will ask you to send us a photograph of the fault before we decide the best course of action. In some cases we may need to contact the manufacturer in order to ascertain whether the product is classed as faulty. Please only return the item to us if we ask you to. We will not refund you return postage unless we have requested you to send the item to us.