Terms & Conditions

Welcome to our website www.frankbaines.com. By using or ordering on our site or by placing an order by telephone, you agree to be bound by the Terms & Conditions of Frank Baines Saddlery Ltd as stated below. These Terms may be modified or changed from time to time and notice will be given to you. You should print or save a copy of these Terms for your records. Please read these Terms carefully before you submit your order to us.  These Terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you choose not to accept these conditions then you may not purchase goods from our website.

Who we are
The website www.frankbaines.com  (the “Website”) is owned and operated by Frank Baines Saddlery Ltd.  We are a company registered in England and Wales under company registration number 04578892. 

Our registered address is Frank Baines Saddlery, Northcote Street, Walsall, West Midlands, WS2 8BQ.

Site Information
Frank Baines Saddlery is providing this site and its contents on an “as is” basis and makes no representations or warranties of any kind with respect to this site or its contents. Frank Baines Saddlery disclaims all such representations and warranties, including for example warranties of merchantability and fitness for a particular purpose. In addition, Frank Baines Saddlery does not represent or warrant that the information accessible via this site is accurate, complete or current.

How to contact us
You can contact us by either telephone, or by writing to us at Frank Baines Saddlery, Northcote Street, Walsall, West Midlands, WS2 8BQ, emailing us on [email protected] or by our social media pages.

Contacting you
If we should need contact you we will do so by telephone or in writing to you at the email address or postal address you provided to us with your order.

Placing an order
The display of goods on frankbaines.com site amounts to an invitation to treat only and is not an offer to sell products or services at any price indicated. To place an order you must be legally able to enter into a binding contract and hold a valid credit/debit card to buy products from our website. 

No contract for the supply of products or goods will be deemed to exist between you and Frank Baines Saddlery unless, and until, an email is sent by Frank Baines Saddlery to you confirming that your order has been accepted and payment has been successfully made, at which point a contract will come into existence between you and us.

This confirmation e-mail amounts to an acceptance by Frank Baines Saddlery of your offer to buy goods or services from Frank Baines Saddlery and this acceptance is effective regardless of whether or not you receive the e-mail.

Frank Baines Saddlery is free to withdraw from a prospective contract at any time prior to acceptance. This also applies in the case of any error or inaccuracy in respect of the goods or services, any description applied to the goods or services, the availability of the goods or services, or the order itself.

Pricing and Payment
Goods delivered outside the UK may be subject to customs and import duties. You are responsible for payment of these duties. These charges are applied at the check out. Price and availability information is subject to change without notice. Payment is due at the time you place your order. We use a third party Lloyds Cardnet, to take your payment. 

Incorrect Prices
While we try and ensure that all prices on frankbaines.com are accurate, errors may occur. If we discover an error in the price of the goods you have ordered we will inform you as soon as possible and give you the option of either reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you cancel an order due to an error in price and we have already received payment for the affected goods, you will receive a full refund.

Processing your order
When your order is received we will check to make sure that we have the items that you want in stock and dispatch them within 7 working days. Items in stock will be dispatched sooner than bespoke items. We will process the order and get it collected by the relevant courier service for your country. Payment will be debited from your credit or debit card before the goods are shipped and/or services are provided by Frank Baines Saddlery.  If we are not able to dispatch all of the items that you want within the 7 working day time frame, we will contact you to discuss how you want to proceed. Items that are made to order will be shipped on the day they are ready.

Changing your order
If you want to change an order you have already placed, please tell us as quickly as possible, by email, to [email protected]. We will do our best to make the change you request, provided the item has not already been booked for collection. 

Our Products
Products may vary slightly from their pictures.  The images of the products on our website are for illustrative purposes only.  Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the products.  Although we have made every effort to be as accurate as possible sizes, weights, capacities, dimensions and measurements indicated on our website may vary. Product packaging may vary.  The packaging of the product may vary from that shown in images on our website.

Gift vouchers
Gift vouchers ordered through the website will have the option to be delivered electronically or manually via post.  All gift vouchers have individual codes and patterns. Gift vouchers can be used on our website for full or part payment towards products only and cannot be re-used to purchase another gift voucher.  All gift vouchers are dated and will expire 12 months from the date shown.  Gift vouchers cannot be exchanged for cash. Please ensure the details you provide are correct, as we cannot accept responsibility for vouchers sent to the wrong email or address if entered incorrectly.  We are not responsible if a gift voucher is lost, stolen, destroyed or used without your permission.

Returning items
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 are returnable up to 14 days after delivery unless these items are custom made. Please see section custom items (below) made or they are items that cannot be returned for hygiene reasons (see below – equine products).

Equine products
Equine products that have been used on a horse cannot be returned for hygiene reasons.  

Custom items
A custom order cannot be returned unless faulty. These items are marked custom on the 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 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 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 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 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 warranty offered on the products.  

If you live outside of the UK, 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.


All orders submitted before 12pm (Mon-Fri) will be dispatched the next working day same day subject to stock.  Please note any orders placed after 12pm on a Friday will not be dispatched until the following Monday.  We will notify you when your goods have been dispatched via email. Delivery updates will be provided by the third party courier.

Delivery dates are indicative and we will not be responsible for any delays that are caused by an event outside of our control.  If this does happen, we will let you know as soon as possible and we will take steps to minimise the effect of the delay.  If there is a risk of a substantial delay, you may contact us to end the contract and receive a refund for any products (and related postage costs) that you have not received.

If you are not at home when the product is delivered
It is your responsibility to provide us with a delivery address where someone will be present to sign for the delivery.  If no one is available to sign for the delivery, the courier will leave you a note informing you of how to re-arrange delivery.

If you do not re-arrange delivery
If after a failed delivery to you, you do not re-arrange delivery we will contact you for further instructions and may charge you for storage charges and further delivery charges.  If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery we may end the contract.

When you become responsible for the goods
Any products will be your responsibility from the time we deliver the product(s) to the address you gave us.

When you own the goods
You will own the product once we have received payment in full.

Goods Damaged in Transit 
If an order arrives damaged, please email Frank Baines Saddlery office within 24 hours of delivery.  Please take photos of the damage for records and retain all product and packaging material until the matter is resolved with the courier.  Do not use the product that has been damaged in transit.

Limitation of Liability
Except as specifically stated on this site, neither Frank Baines Saddlery Ltd  nor any of its directors, employees or other representatives will be liable for damages arising out of or in connection with the use of this site. This is a comprehensive limitation of liability that applies to all damages of any kind, including (without limitation) compensatory, direct, indirect or consequential damages, loss of data, income or profit, loss of or damage to property and claims of third parties.

We will not be held liable for any loss or damage that arising out of or in connection with your order that is not foreseeable.  We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.


Law and Jurisdiction
These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.

No breach of this Agreement or waiver by us of any shall be considered as a waiver of any subsequent breach of the same provision or other provision.

If any provision of this Agreement is held by any competent authority to be invalid or unenforceable in whole or in part the validity of the other provisions of this Agreement and the remainder of the affected provision shall be unaffected and shall remain in full force and effect.

We have no liability to you for any delay in performance to the extent that such delay is due to any event outside Our reasonable control including but not limited to acts of God, war, flood, fire, labour disputes, subcontractor delays, strikes, lock-outs, riots, civil commotion, malicious damage, explosion, governmental actions and any other similar events. If we are affected by any such event then time for performance shall be extended for a period equal to the period that such event or events delayed such performance.

All third party rights are excluded and no third party shall have any right to enforce this Agreement.

Illegal Acts
It is a crime to use a false name or a known invalid credit card to order. Anyone caught wilfully entering an erroneous or fictitious order will be prosecuted to the fullest extent of the law. We track the electronic fingerprints of every order placed on this website to enable us and all legitimate crime prevention and prosecution authorities to trace individual users engaging in criminal activities on our website.

Competitions and giveaways

The Frank Baines Saddlery Ltd Code of Conduct for competitions and giveaways can be found here.

Competitions and giveaways are open to all users except employees of Frank Baines Saddlery Ltd and anyone connected with the competition. 

Entry is via the form or link on the website or Facebook/Instagram post. By entering and submitting entries the  entrants give Coleman Baines the right to announce the winner on its website or in any media as it thinks fit. 

Entries which are offensive, defamatory or abusive will not be submitted.

Entrants will be notified of the closing time for entries, and no entries received after that time will be considered. 

All entrants must supply their names and e-mail addresses. If you agree to subscribe you will be added to our mailing list. You may unsubscribe at any time. Frank Baines Saddlery Ltd will not publish your email address or provide information to anyone without permission. You can read more about the Frank Baines privacy policy here.

Details of prizes and closing dates are included on the competition or giveaway Frank Baines Saddlery Ltd decision as to the winner is final. No correspondence relating to the competition/giveaway/promotion will be entered into. 

One entry per person

Frank Baines Saddlery Ltd reserves the right to cancel or alter or amend the competition or giveaway at any stage, if deemed necessary in its opinion, or if circumstances arise outside of its control. 

Competitions and giveaways are not affiliated in any way with Instagram or Facebook.


Promotions must be used with the relevant promo code. Promotions do not include postage and packaging, sale items or gift vouchers. 

Retail offers are not available to trade customers. We reserve the right to withdraw offers at any time.

Changes in Terms
Frank Baines Saddlery reserves the right to modify these terms at any time without prior notice. Any modification of these terms will be deemed to be effective from the date and time of posting on Frank Baines Saddlery web site.