Return process
We stand for the quality of everything we sell, and we hope that you are happy with your purchase. But, if for any reason you would want to return the product you purchased from OurSaddlery.com, you can return the product(s) to us. Our return policy is as follows:
Firstly, you should contact us and tell us the reason you want to return your product.
You may do so by e-mail, WhatsApp, or Facebook Messenger. This way, we will know that your package is coming our way, and we can keep an eye out for it.
Please complete the return form that we will send you by email, and place it in the package.
Unfortunately, we can’t take proper care of your return, if you don’t fill out the return form and include it in the package.
Please let us know the Track and Trace code of your package.
This way, we can track your package, and we can process your return more quickly.
Once your package reaches our office, we will process the return.
Should you like your money back, please write down your bank details on the return form as well. We will transfer your money back to you within 14 days after receiving your return. If you would like to exchange a product for a different size or color, we will inform you about the exchange.
Shipping costs back to us are always for yourself unless the issue is clearly a production or service error, and we have discussed the return with you and let you know that we will cover the return costs.
Return policy
Return Policy – Standard products
For standard products, the return period is 14 days. This means you need to return the products within 14 days. If you contact us to let us know the reason for your return, we can look for solutions together. There are multiple possible solutions for diverse problems, even if your products turned out not to be exactly the right size.
If you have any doubts about whether your size is correct, please let us know. We can help you through the measuring process, using our years of experience with brand experts as guidance.
Return Policy – Saddles
Read here more about our saddle trial policy.
Return Policy – Custom made products
All of our custom products are produced per customer order. Production time is around 8 – 10 weeks.
Since custom products are produced for a specific customer, they are harder for us to take back. However, we will always ensure that you end up with a good product.
Before you send anything back to us, you should always contact us to let us know about the issue that you are experiencing.
