Love it or Your Money Back:
14-Day Trial money-back guarantee on saddles and seats
Total Contact Equine Solutions offers a 14-Day money-back guarantee on all their saddles and seats starting the day after you receive the goods.
This means that in the unlikely event that you find our saddles unsuitable for you or your horse, you can return it to us within 14 days for a refund providing it is returned in near-new condition. Please respect the fact that we need to resell the item so please return it free from dirt and hair and use a clean numnah.
Try your saddle (and seat) to ensure you are happy with it and that it fits your horse, but please look after it as we are trusting you to return it near-new so that we can resell it.
To start a return, please head to our Return Portal. If your return is accepted we will send you instructions on where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at melanie@total-contact.co.uk.
Customers are responsible for return postage. Refunds are less our original shipping cost and export fees (if abroad). Until the items are returned to us, they are the responsibility of the customer/courrier, therefore we strongly advise our customers use a tracked service and insure the items for their true value. Items lost in transit are unfortunately not our responsibility.
Items will be inspected when they are returned and money may be deducted for excessive damage.
Items included in the 14-Day Trial period:
- Premium Total Contact Saddles (all colours and billet lengths)
- Classic Total Contact Saddles (all colours and billet lengths)
- Synthetic Total Contact Saddles (all colours and billet lengths)
- Premium Leather Saddle Seats (all colours)
- Saddle Seat Pads (all colours and finishes)
All other stock items
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused and, if applicable, with tags and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, please head to our Return Portal. If your return is accepted we will send you instructions on where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at melanie@total-contact.co.uk.
Customers are responsible for return postage. Refunds are less our original shipping cost and export fees (if abroad). Until the items are returned to us, they are the responsibility of the customer/courrier, therefore we strongly advise our customers use a tracked service and insure the items for their true value. Items lost in transit are unfortunately not our responsibility.
Damaged orders
If your order arrives damaged, please let us know straight away by emailing melanie@total-contact.co.uk. You’ll be asked to return the item free of charge, and a replacement will be sent right away.
Kindly note that bespoke orders are not returnable, unless damaged upon arrival.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on ex-trials, sale items or custom products.
Returns
To make a return, please email melanie@total-contact.co.uk. Please return your item in its original packaging in perfect, saleable condition.
Saddle Warranty
All new and ex-trial stock carry a seven month warranty. Ex-trial stock may be discounted due to minor cosmetic defects, which are reflected in the price. Warranty only covers product defects and not fair wear and tear or damage caused by the purchaser. The warranty is non-transferable and only applies to the person named on the sales invoice. It is the responsibility of the buyer to satisfy themselves of the condition, price and warranty terms of their purchase.
We do offer a saddle service if required, please email melanie@total-contact.co.uk for a quote.
Fair wear & tear
Your Total Contact Saddle will be crafted with the highest-grade materials, designed to last. However, as with anything in life, the more it uses the faster it will wear out. Please take good care of it – avoid scuffing it, be careful not to catch it in gates or stable doors, and generally do what you can to keep it in tip-top condition. We do offer a saddle service if required, please email melanie@total-contact.co.uk for a quote.
Customer experience
It’s really important to us that you have a great experience when you buy from us – from placing your order to receiving it, and the many miles you’ll cover in your saddle with your equine friend. If you experience any trouble at any point, please let us know right away by emailing melanie@total-contact.co.uk
