At The Saddle Lady, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we are here to help with a flexible returns policy.

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1. Eligibility for Returns

• Products are eligible for return if they are in unused, original condition with all tags attached, and in their original packaging.

• Saddles and leather products must be returned in unused, unmarked condition with no signs of wear or adjustments.

• Returns must be initiated within 14 days of delivery.
   

2. Return Process

• To initiate a return, please contact our Customer Service team at charlotte@thesaddlelady.com with your order number and reason for return. We will provide you with a return authorization and further instructions.

• All items must be securely packaged for return shipping to prevent damage. We recommend using a reliable shipping service that provides tracking.
   

3. Return Shipping Costs

• Return shipping costs are the responsibility of the Customer, except in cases of:

  • Defective items

  • Incorrect items received

• In the case of defective or incorrect items, we will provide a prepaid return label or reimburse return shipping costs.
   

4. Refunds

• Refunds will be processed within 10 business days after the returned items have been received and inspected.

• Refunds will be issued to the original payment method.

• Shipping fees from the original order are non-refundable, except in cases of errors or defects on our part.
   

5. Exchanges

• If you wish to exchange an item, please specify the product you wish to receive in exchange when contacting Customer Service. Exchanges are subject to product availability.

• Once we receive and inspect the returned item, we will ship the replacement product.
   

6. Non-Returnable Items

• Customized or personalized items are not eligible for return or exchange. Refunds are not applicable to Bespoke Saddles.

• Products marked as “Final Sale” are non-returnable.
   

7. Damaged or Defective Products

• If you receive a damaged or defective item, please contact Customer Service within 48 hours of delivery with photos of the damage or defect, along with your order details.

• We will work with you to arrange for a repair, replacement, or refund based on your preference and the item’s condition.
   

8. Contact Information for Returns

• If you have any questions regarding our returns policy, please reach out to us at:

  • Email: charlotte@thesaddlelady.com

  • Phone: 07542382901
     

Thank you for shopping with The Saddle Lady! We value your business and are committed to ensuring your satisfaction with every purchase.