Millstream Saddlery Returns Policy

Returns and exchanges policy

• Clearance items, sale, flash sale, live sale and auction items are available for credit or exchange only. Postage will not be included in the credit and exchange postage is to be covered by the customer.
• Safety items such as hats, helmets and body protectors are non returnable.
• Plastic bits are also non returnable due to hygene reasons.
• Rugs are also non returnable due to hygene reasons.
• If an item is described as new and you have then used it then a return will not be authorised. Only items with the tags still attached and any packaging still attached will be considered for refund or exchange.
• Please request a return with clear photographs and reasons for your return to info@millstreamsaddlery.co.uk
• Full price items are for exchange, credit note or refund.
• You have 14 days from receipt of the item to inform us that you will cancelling the transaction and the item will need to be back with us within 30 days of recieving the item. It must be in the same condition as the item was sent to you in.
• If you return goods outside of the time frame given in this returns policy and you have not exercised your legal right to cancel, we reserve the right to return the goods to you at your cost and no refund or exchange will be granted.
• It is the customers responsibility to cover return postage costs and obtain proof of postage. If the item does not get to us it is your responsibility to claim from the courier not us. If the item does not get to us then we cannot action any credit or refund.
• If yoou consider the item is incorrect or faulty we will be more than happy to provide a returns postage label. Please request this at info@millstreamsaddlery.co.uk.
• Any damages to the item deemed to have been caused by the purchaser will be deducted from the refund accordingly to fix the item, or any signs of use will be deduced from the refund to reflect a more used resale price. If the item is unsalable, the item will be returned to yourself and no refund granted.
• If the gullet system of a changeable gullet saddle has been found to have been damaged upon return then the saddle will be returned to you and no refund granted.
• We reserve the right to refuse to accept a return of any item which has incurred damages during the time in your possession or during transit.
• We reserve the right to make a deduction for any loss in value of the goods arising from our handling of the goods and charge a processing cost.
• When returning an item, can you please put a note in the parcel with your name and refund details (the same way as you paid) so that you can be processed faster. We aim to process refunds within 14 days.
• If an item is the wrong size, you dont like it or no longer needed the return postage is to be covered by yourself and £5 will deducted from the refund or credit.
• If you require an exchange additional postage is to be covered by you to post the replacement to you, and please supply your postal address for the exchange to send to you.
• You can withdraw the order by telling us before the order is made, if you simply wish to change your mind and without giving us a reason, and without incurring any liability within 14 days of purchase, if the Goods have not been posted out.
• To exercise the right to cancel, you must inform us of your decision to cancel this Contract by a clear statement setting out your decision by email sent toinfo@millstreamsaddlery.co.uk. We will confirm receipt of the cancellation request and advise you on where to return the Goods to.
• Special Order, customised and personalised items are not cancellable under any circumstances.