Terms & Conditions
Please read our "Full Terms and Conditions" of Sale at the CHECKOUT prior to purchasing goods from our site.
SUMMARY OF TERMS FOR ONLINE PURCHASES - Please see Returns Policy in Store for all goods purchased in store.
Products and services
All products and services are subject to availability and may be withdrawn at any time. Most deliveries will be made within 2-3 working days or next day if you have requested next day delivery. For any personalised or handmade products deliveries will normally be made within 28 working days. Please check descriptions for products that are readily available. You will be advised of any delay or if the item is not available. If for any reason your order cannot be fulfilled you will be advised by email and given a full refund.
Conditions of Sale
Title to the goods remains with the company until full payment has been received. The technical information given on this website is not binding and we reserve the right to alter specifications without prior notice when necessary. On purchasing goods from our site you accept the terms and conditions of sale.
Delivery / Shipping
Delivery is charged at the published rate for the UK mainland only. Purchased items are shipped either by courier or via Royal Mail and are calculated on a flat rate fee for postage and packaging up to 10kg.
We aim to complete and despatch all orders within 1-28 days of purchase. If there will be any delay to your order we will contact you. Please note that someone must be available at the delivery address as the courier will require a signature. If you have not received your item within the time frame quoted, please contact us as soon as possible.
If you are an international customer please call us on +44 1388 417170 or send us an email at firstname.lastname@example.org so we can discuss options.
We only accept secure payments through shopify and paypal or advance payment direct to the company bank account. Payment will be debited from your account before the despatch of your purchases.
Returns - Standard Products
If you are not completely satisfied with your goods, providing you notify us in writing or by using the cancellation form provided within 14 days from receipt of goods. You must then return the goods unsoiled, unused and in the original packaging within a further 14 days to be entitled to an exchange or refund. You will be required to arrange and pay for the return of the goods to us.
Where you require an exchange the replacement goods will be sent postage free once we have received the returned goods. If you require a refund this will be processed once goods returned and postage cost are deducted . Please package carefully to avoid damage and label clearly enclosing the returns form. We recommend you obtain proof of postage if making a return to enable you to make a claim for any loss or damage of goods whilst in transit. Please return goods to our distribution centre:
Castle House Saddlery, Returns Department, Low Jobs Hill, Crook, DL15 9AB.
If you have ordered a personalised or bespoke item from us (not "off the peg") which has been made to your personal specification, we regret that we are unable to provide an exchange or refund. This does not affect your statutory rights and all saddles purchased comes with a full warranty. Please see our full RETURNS POLICY.
Lost or Damaged Goods
In the unlikely event that your product is lost or damaged in transit please provide details by email to the address given in the Contacts section of the Info web page. In the case of non-delivery please wait 7 working days from the date of your order in case it has been delayed. In the case of damaged goods please retain the product and contact us within 48 hours of receipt.
Product Quality Guaranteed
If an item is found to be faulty, it must be returned to us for inspection and, if necessary, we will forward it on to the Manufacturer for testing, before it is repaired, replaced or a refund is issued. We will reimburse postage charges for justified claims subject to receipt of the goods in the original packaging and including any accessories. Due to health and hygiene hazards involved with the inspection, we regret we are unable to handle any item unless it is clean and dry (Health and Safety at Work Act 1974). Proof of postage charges incurred will be required. In the event the claim is not accepted, we will advise you of the reason in writing and, if required, the goods will be returned to the customer.
Data Protection and Privacy
We collect, hold and share your personal information to enable us to provide goods and services to your. For example, we request your name and contact details to enable us to ship your goods and to provide you with an efficient after-sales service. Your data is held in accordance with the Data Protection Act and WILL NOT be sold on to third parties. Some of your data will be shared with third parties for example we will need to share data with saddle manufacturers to make a new saddle. We will take all reasonable care, in so far as it is within our power to do so, to keep the details of your order secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from our site.
These Terms and Conditions do not affect your legal rights. We value your custom and your satisfaction, so if you have a problem or are not happy with your item, call or email us.
Saddle Fitting Cancellation Policy
If you need cancel or amend your appointment, we ask that you give us as much notice as possible to allow us to re-allocate your appointment to someone else. The following cancellation charges will apply for last minute cancellations.
More than 48 hours notice - no charge
24 to 48 hours notice - £20 Cancellation Fee
Within 24 hours - £40 Cancellation Fee
No Show at Yard - Full Call Out Charge
If you have to amend or post-pone your appointment, there will be no charge on the first occasion. Subsequent changes are discretionary and may incur cancellation charges as above.
Data and information is provided for informational purposes only, and is not intended for any other commercial or non-commercial purposes. Neither us nor any of our data or content providers shall be liable for any errors or delays in the content, or for any actions taken in reliance thereon. By accessing our web site, a user agrees not to redistribute the information found therein. We provide customised links to select companies for your convenience only. We do not endorse or recommend the services of any company. The company you select is solely responsible for its services to you, the user. We shall not be liable for any damages or costs of any type arising out of or in any way connected with your use of our services.