This section only refers to purchase of equine accessories. For information on saddles please refer to our guarantee section.
You have the right to return goods to us up to 14 days from the day you receive your goods provided they are unused and still in their original packaging. This does not apply to custom items or equine products that have been used due to hygiene reasons.
Equine products that have been used on a horse cannot be returned for hygiene reasons.
A custom order cannot be returned unless faulty. These items are marked custom on the site.
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 returns number clearly on the outside packaging of the goods being returned.
For goods returned which are not faulty a full refund or exchange will be given, less cost of return postage, providing goods are returned in the original, unsoiled, condition complete with original packaging. Please retain receipt for proof of posting to obtain your refund.
Refunds and exchanges cannot be given before returned goods are 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 want to return an item as defective, you will need to make arrangements to return the item to the UK, Frank Baines Saddlery office so that it can be checked. Costs to return Goods with a suspected fault, must initially be covered by the you. Once we have assessed the fault we will contact you to discuss refund or replacement. In the unlikely 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 deal with suspected manufacturing or materials faults, please contact the office for help. In a genuine case where a product has an obvious defect, we will do everything we can to ensure that we get the product repaired or replaced as quickly as we can and with the least inconvenience to you as we can manage. Also, any reasonable costs for returning the defective goods to Frank Baines Saddlery will be reimbursed to the client upon written proof of those costs.
Failure to use recommended cleaning, storage and maintenance procedures and damage caused by accident or misuse will nullify any returns offered on the products.
If you live outside of the European Union, please contact the office before you send anything back to ask for instructions on how to ship the package without it 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 an order arrives damaged, please notify the Frank Baines Saddlery office within 24 hours of delivery. Do not use the product that has been damaged in transit. The product and all packaging material must be retained until the matter is resolved with the courier.
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