RETURNS POLICY
Thank you for choosing Henry James Saddlery! We value your satisfaction and are committed to providing you with high-quality products.
RETURNS POLICY OVERVIEW
If you are not completely satisfied with your purchase, we offer a 30-day return policy. This means that you can return your items within 30 days of the delivery date for a full refund or exchange. Please note that items made to order or bespoke items are not eligible for return.
RETURNS CRITERIA
- To be eligible for a return, the product must be:
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Unused
-
In its original product packaging with swing tags attached
- In the same condition that you received it
Items should not be returned with buckle marks, scratches, or damage to the leather. We reserve the right to refuse returns that do not meet these criteria or to charge a restocking fee of up to 20% of the item's original price.
We understand it’s important that bridles need to be tried on the horse; When assembling for the first time, slide the parts through the keepers and avoid buckling the bridle up. This will allow you to check the fit whilst keeping the leather in its original condition.
HOW TO REQUEST A RETURN?
To initiate a return, raise a return request on our website within 30 days of the delivery date. Once we receive the return, we will inspect it to ensure it meets our return policy criteria and we will process your refund or exchange within 10 business days.
You can start a return request here
HOW TO SEND BACK YOUR RETURN?
To ensure that your return is processed in a timely manner, we ask that you return your item within 14 days of your return request being approved.
If we do not receive the item within this timeframe, we reserve the right to issue a refund in the form of a gift card.
RECOMMENDED SERVICES
We recommend a number of services to send back your return parcels:
- DPD
- Evri Next Day
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Evri Standard
- Royal Mail 1st / 2nd Class
- Royal Mail Tracked 24 / 48
RETURNS OUTSIDE OF 30 DAYS
If items are returned for a refund after 30 days of the delivery date, we reserve the right to refuse the return or issue a refund in the form of a gift card. This policy is in place to protect our inventory and ensure that we can continue to provide the highest quality products and service to our customers.
REFUND EXCLUSIONS
Please note that the original shipping and handling fees are non-refundable, and the cost of shipping will be deducted from your refund unless the return is due to our error.
INCORRECT ITEM
Contact Us: Please contact our customer service team as soon as possible and within 30 days of the delivery date to report the incorrect item. We will require some details, such as the order number, the item received, or a photo of the item you received. This will help us to process your return quickly and efficiently.
Return the Item: Once we have received the necessary details, we will provide you with a return shipping label. Please ship the item back to us in its original packaging, unused, and in the same condition as you received it. Please note that we will not be able to process your return if the item has been used.
Processing Your Return: Once we receive the incorrect item, we will process your return within 2 working days of receiving the item. We will either send you a replacement item or issue a refund, whichever you prefer.
Refunds: If you choose to receive a refund, we will process it within 7 days of receiving the item. Please note that it may take a little longer for the refund to appear in your account, depending on your payment method.
FAULTY ITEM
Contact Us: Please contact our customer service team as soon as possible. We will require some details, such as the order number, a description of the issue, or a photo of the issue.
For further details, refer to our product warranty https://www.henryjamessaddlery.co.uk/pages/warranty
