Delivery & Returns Policy

Returning Goods

This section only refers to purchase of equine accessories.  For information on saddles please refer to our guarantee section.

Customers retain the right to return products to us within a 14 day period provided they are unused and still in their original packaging. However, this policy does not apply to bespoke customised items or any products that have been opened and used due to hygiene reasons.

Equine Products

Equine products including saddles and bridle wear that have been used cannot be returned due to hygiene reasons.  

Custom items

A custom order cannot be returned unless a fault has been identified. These items are marked custom on our site. 

Returns Procedure:

Please quote the following details when contacting us:

Your order number.
Your name and address.
The date of purchase.
Product description or code.
Reason for return.

Please write the return number as clearly as possible on the outside packaging.

For goods returned which are not faulty, a full refund or exchange will be given, less cost of return postage. This is providing the goods are returned in the original condition in its packaging. Please retain the receipt for proof of posting to obtain your refund.

Refunds and exchanges cannot be provided until the goods have been received and checked by Frank Baines Saddlery. Refunds will be processed within 7 working days of items being received and checked.

Defective Items

If you wish to return a defective item, you will be required to make arrangements to return the item to the Frank Baines Saddlery office. Costs to return goods with suspected faults must initially be covered by the you. Once we have assessed the fault, we will contact you to discuss a refund or replacement. In the event that the goods are found to be faulty, the company will, at its discretion, arrange to have the item repaired or replaced and returned to you at its cost.  

For more information about how we resolve manufacturing or materials faults, please contact our office to find out more. If your product has an obvious defect, we will do everything possible to ensure we get the product repaired or replaced as quickly as possible. Additionally, any reasonable costs incurred to you for returning the defective goods to Frank Baines Saddlery will be reimbursed upon receiving proof of those costs in the form of a receipt.

Failure to adhere to recommended cleaning, storage and maintenance procedures in addition to damage caused by accident or misuse will nullify our return policy on all items.

If you live outside of the European Union, please contact the Frank Baines Saddlery office before you return your product to receive instructions on how to ship the package without incurring unnecessary Tax charges upon re-entry into the UK.

Important note: Frank Baines Saddlery makes no express or implied warranties of merchantability or express or implied warranties of fitness for a particular purpose. This clause in no way limits a consumer’s statutory rights.

Our policies on returns do not affect your statutory rights.

Goods Damaged in Transit 

If your order arrives damaged, please notify the Frank Baines Saddlery office within 24 hours of delivery.  Please do not use the product that has been damaged. Additionally, we ask you retain the product and all packaging material until the matter is resolved with the courier.