Delivery & Returns
We believe our products are the best you can buy, however, if for any reason the goods received do not meet your requirements or you have simply changed your mind, then return to the following addresses within 14 days of receiving your order.
For Horse/Pony Bitting Returns Only please use this form:
Horse Bit Returns Form
For General Returns (except for Horse Bits) please use this form:
Note Items being returned must be unused and in their original packaging where provided and complete with point of sale tags.
If bits do not come back in this condition ready for immediate resale, or have signs of use, there will be a restocking charge of £30.00 as we cannot resell them as new items for biosecurity reasons.
General Returns Form
Note Items must be unused and in their original packaging where provided and complete with point of sale tags.
Returns FAQs
Why do you not offer Free returns?
This would require us to increase our advertised sales prices to cover the additional cost of return shipments that would need to be absorbed commercially by raising our prices to all customers. We consider ourselves competitive on price and will happily price match our competitors wherever possible.
Do I have to use a certain courier to return?
No. We have no issues accepting deliveries from any of the recognised couriers. For our address they are all very reliable as we are very accessible.
Do you have any recommendations?
It is completely your choice, but you may benefit from knowing the below dynamics.
The cheapest way to return tall boots/large bulky items would be via Evri in the 2-5kg category as they do not take into account dimensions, only weight. For items under a 1kg Evri also provide a parcel service. Many of Evri parcel shops now accommodate a touchscreen which can process your card payment via chip & pin, and print your label out – you can find your nearest parcel shop here https://international.evri.com/content/locate-a-shop
The same boots would cost 2/3x as much to return via royal mail purely due to the fact their charging structure accounts for dimensions. However, we appreciate Royal Mail can be more convenient to some customers who are used to their services at Post Offices etc, and generally considered more reliable.
DPD Local are also a good value and reliable courier for products whose any one dimension does not exceed 60cm. If any of the dimensions do exceed 60 cm, then these will not be accepted at the parcel shop and you will be required to select their collection/delivery service which can be fairly expensive.
How long till I get my refund?
Once an item is received, all items must be unpacked and inspected and approved for resale by our Returns department. This can take 1-2 working days from receipt and during particularly busy periods post Xmas it can take up to 5 working days. We will then raise a refund via the payment processor you paid with (Clear Accept or Paypal). This is essentially a button we click next to your order, and it instructs them to pay you back. How long it takes for them to pay you back is not something we can intervene with but usually takes 1-3 working days. Unfortunately, it is not as simple as us directly transferring money into your account via bank transfer. All consumer transactions & refunds are handled via the Clear Accept/Paypal payment processors you used when paying for your goods. For an update on your refund, feel free to email us on sales@saddlemasters.co.uk