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Website Returns and Refunds 2020.


If for any reason you are unhappy with your purchase please contact Solution Saddles as soon as possible.

The buyer shall be deemed to have accepted the goods if they have not been returned on or before the 14th day after delivery. The buyer shall not be entitled to return the goods in whole or in part after such date. Except under warranty terms, no returns may be made without previous written consent of the seller and such goods must be returned in their original, unused condition and suitably packaged at the buyer's risk and expense.

Purchased saddles that have been used and therefore show normal wear and tear may, at our discretion, be returned under our standard rental terms

Saddle Post Purchase Policy

It is expected, where possible, that you will have regular saddle fitting reviews from your SMART Advisor. Please contact your Approved Advisor or Solution Saddles in the first instance, at any time you have questions or concerns regarding the SMART saddle or equipment used to fit and they will be happy to talk through your specific circumstances. If your concerns remain following the initial discussion, it is essential (where location allows) you arrange a review visit as soon as possible with your Approved Advisor to accurately assess the saddle fit in order to:

  • Identify any issues with regards to the fit and/or suitability of the saddle.
  • Ensure the ancillary equipment used is suitable and not impacting the performance or fit negatively.
  • Make any necessary adjustments to the saddle fit that are required to achieve optimal performance.
  • Observe the horses’ performance in the saddle.

You may find it useful to record photographs of how the saddle is fitted and share these with your Advisor as they may be able to offer advice by phone or email in the interim. SMART Advisors are trained in the principles of how the SMART saddles fit and function, which differs from a treed saddle, so it may be impossible for an alternative professional or practitioner to assess and give accurate advice. Your Approved Advisor will be happy to work in conjunction with your Vet/Physiotherapist or other practitioner through periods of significant changes or rehabilitation and it is essential to involve all parties in any changes to saddle fit to avoid potential fitting issues arising.

Sale Saddle Returns

Except under warranty terms, no returns may be made after the cancellation period without previous written consent from Solution Saddles. In special, agreed circumstances, purchased saddles that have been used and therefore show normal wear and tear may, at our discretion, be returned under our standard rental return terms, i.e. you will be refunded for the number of weeks you have had your saddle, minus any test ride fee, shipping charges and discounts providing the saddle is in good condition. Such goods must be returned at the buyer’s risk and expense.  Solution Saddles reserves the right to charge a 25% return and restocking fee. The saddle remains the property of Total Saddle Solutions Ltd. (TSS) until paid for in full. TSS reserves the right to recall the saddle at any time.

Any order cancellations must be in writing and sent to Solution Saddles, The Old Barns, Firbeck House, Steetley, Worksop, Derbyshire S80 3DZ, with proof of purchase. Please send all mail by recorded delivery for your own records. Download a cancellation form here

Returning Rental Saddles

The safe return of all equipment is your responsibility and should be arranged via a guaranteed delivery for your own security. All equipment should be returned in the same condition in which it arrived at your premises. When returning the equipment please ensure that it is clean, in good condition and suitably packaged to avoid damage in transit. We can arrange collection for you at our standard rate, or alternatively, it can be sent via Post Office Special Delivery, (which is a next day, signature required, insured service with a tracking number). All saddles and equipment must be returned directly to Solution Saddles, The Old Barns, Firbeck House, Steetley, Worksop, Derbyshire S80 3DZ . Any saddles returned directly to Advisors instead of Solution Saddles office will be subject to our standard £40 shipping charge to cover return costs. This will be deducted from your deposit. Any loss or damage is the responsibility of the user and repairs or refurbishment will be charged for. All items should be dry and clean, free of any hair or dirt before returning. All refurbishment work will be charged at our current rates (minimum £30 / hr. plus materials). A £30 cleaning charge will be made unless all items are returned dry, clean, and free of any hair or dirt. If you have specifically ordered any new accessories, please note that they are non-returnable if used.

Rental Refunds

When you return the rental equipment, Solution Saddles will refund the balance owed to you from the deposit paid. Refunds will only be made after a full quality control inspection. The test ride fee paid to your Approved Advisor is not refundable. NB - Please allow up to 14 days from receipt of your returned goods refund to be processed.

International Returns

For sales outside the UK, if you return the equipment, all deductions including shipping costs will be made before the balance is refunded. Rental will be charged from the date that the saddle is shipped to the date that it is received back to our premises. The rental fee will be charged for every week or part thereof that the equipment is assigned to you. You are responsible for the safe return of all equipment. Refunds will only be made after a full quality control inspection.

Notice of right to cancel

Following a sale at a test ride, you have the right to cancel this contract within 14 days without giving any reason; unless the items are made to your specification or clearly personalised, where you then have no right to cancel the contract. Where applicable our fitting service is subject to a consultation fee and mileage allowance which is not refundable as it is a cost incurred for services rendered at the time of our visit. The cancellation period will expire after 14 days from the day after the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods or in the case of multiple goods, the last good. We will inform you of the delivery date. Where a new saddle is being ordered we may have to contact the saddle manufacturer before agreeing a delivery date.

To exercise the right to cancel you must inform us of your decision to cancel this contract by a clear written statement (eg a letter sent by post or email). To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired. The buyer has a right to cancel the contract by delivering or sending (including by email) a Cancellation Notice to Solution Saddles at any time within the period of 14 calendar days starting with the day of completing a signed Sales & Rental Contract.

Notice is considered to be given as soon as a Cancellation Notice is sent. Please obtain a receipt and send all mail by recorded delivery for your own records. You can complete the Cancellation Notice form (, then return any unwanted goods with proof of purchase by post to: Solution Saddles, The Old Barns, Firbeck House, Steetley, Worksop, Derbyshire S80 3DZ or email to: