Refund policy

Consumer Contracts Regulations

If you are a consumer in the UK or EU, you have the right to cancel your order within 14 days of receiving the goods under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, without needing to give a reason. This is separate from and in addition to our 14-Day Trial Period for saddles and seats.

To exercise your cancellation right, you must initiate a returns via your Customer Account. You must return the goods within 14 days of informing us of your cancellation. We will refund all payments received from you, including standard delivery costs, within 14 days of receiving the returned goods.
You are responsible for the cost of returning the goods unless we agree otherwise or the goods are faulty.

When returning items from abroad, ensure you specify that the items you are sending are a 'Return' as otherwise customs fees will apply that we cannot be responsible for; we will decline to pay, your parcel will be Returned to Sender and we will be unable to refund your goods.

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 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 your Customer Account. 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 your Customer Account. 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.

 

Saddles and Seats Warranty

1. Manufacturer’s Warranty (7 Months)

All of our saddle and seat stock is covered by a 7-month Manufacturer’s Warranty from the date of purchase. This warranty protects you against defects in materials, craftsmanship, and structural integrity when the saddle is used as intended.

Covered components include:

• Flexible saddle base and adaptable structural core, 
• Leather or synthetic materials (premature cracking, splitting, or delamination)
• Stitching and hardware (billets, rings, buckles, D-rings)
• Seat and seat pad structure and internal construction

If a covered issue is confirmed, we will offer one (1) warranty repair OR one (1) warranty replacement per item, at our discretion.

2. No-Saddle-Fitter Design

Our saddles are designed to be 100% flexible, adaptive, and self-adjusting, eliminating the need for traditional saddle fitting. They naturally contour to a wide range of horses and distribute pressure evenly.

Because these saddles do not require a saddle fitter, warranty claims based on third-party fitting assessments, adjustments, or modifications are not covered.

3. What the Warranty Does Not Cover

To ensure fairness, this warranty does not apply to:

• Damage caused by misuse, accidents, or improper care
• Normal wear and tear, including cosmetic changes and fading
• Damage resulting from unauthorised repairs, alterations, or modifications
• Damage caused by using non-approved accessories (pads, shims, girths, etc.) that compromise the saddle’s natural flexibility
• Issues arising from incorrect saddle placement or improper use
• Damage unrelated to manufacturing defects (e.g., horse behaviour, training issues)
• Loss or theft
• Change of mind

4. Adaptability Disclaimer

While our saddles are engineered to adapt to many shapes, each horse and rider combination is unique.
The warranty does not cover:

• Discomfort caused by incorrect positioning or misuse
• Behavioural or performance issues unrelated to saddle construction
• Situations where the saddle was not used according to our guidance

We are always available to help you optimise your setup.

5. Warranty Claim Process

To submit a claim:

• Email melanie@total-contact.co.uk with your order number.
• Include detailed photos or videos of the issue.
• Our team will assess your claim within 5–7 business days.
• If needed, you may be asked to return the saddle for inspection.
• If the issue is covered, we will carry out one repair OR one replacement free of charge.
• If not covered, we will advise on repair options or return the saddle to you.

Please note: Only one warranty exchange or repair is permitted per saddle.

6. Limitations of Liability

To the fullest extent permitted by law:

• Our liability is limited strictly to one repair or one replacement of the saddle.
• We are not responsible for incidental or consequential damages, including injuries, financial losses, or issues arising from improper use.
• The warranty applies only to the original purchaser and is non-transferable unless expressly agreed in writing.

7. Customer Responsibilities

To maintain warranty eligibility:

• Use the saddle according to our instructions
• Keep it clean, dry, and stored properly
• Avoid prolonged exposure to moisture, extreme temperatures, or harsh chemicals
• Do not attempt repairs or modifications yourself

 

Stirrup leathers (Webbers) Warranty

1. Manufacturer’s Warranty (7 Months)

All of our stirrup leathers are covered by a 7-month Manufacturer’s Warranty from the date of purchase. This warranty protects against defects in materials, craftsmanship, and structural integrity when used as intended.

Covered components include:

• Leather outer, including premature cracking, splitting, or delamination
• Internal webbing, including structural failure, tearing, or abnormal stretching
• Metal clips, including breakage, faulty closure, or manufacturing defects
• Stitching and hardware used in the construction of the leathers

If a covered issue is identified, we will offer one (1) warranty repair OR one (1) warranty replacement per set of stirrup leathers, at our discretion.

2. Intended-Use Design

Our stirrup leathers are designed for standard equestrian riding activities. When used according to our guidelines, they provide strength, flexibility, and long-term performance.

Warranty claims related to misuse, abnormal stress, or use outside standard riding conditions will not be covered.

3. What the Warranty Does Not Cover

The warranty does not apply to:

• Damage from misuse, neglect, improper care, or accidental damage
• Normal wear and tear, including cosmetic scuffing, stretching from long-term use, or colour fading
• Damage caused by unauthorised alterations, hole punching, or repairs
• Damage caused by corrosive products, harsh chemicals, or improper storage
• Damage from use with non-compatible or inappropriate saddles or stirrups
• Loss or theft

4. Usage Disclaimer

Although designed for durability, stirrup leathers are weight-bearing equipment subject to stress during riding. The warranty does not cover:

• Excessive stretching due to incorrect attachment or improper adjustment
• Damage caused by incorrect positioning or twisting during use
• Rider imbalance or any saddle-related issues that indirectly affect wear on the leathers
• We are always happy to provide guidance on correct usage.

5. Warranty Claim Process

To submit a claim:

• Email melanie@total-contact.co.uk with your order number.
• Include detailed photos or videos clearly showing the issue.
• Our team will review the claim within 5–7 business days.
• If inspection is required, you may need to return the stirrup leathers.
• If covered, we will provide one repair OR one replacement free of charge.
• If not covered, we will advise on options or return them to you.

Note: Only one warranty repair or exchange is permitted per set of stirrup leathers.

6. Limitations of Liability

To the fullest extent permitted by law:

• Our liability is limited strictly to one repair or one replacement of the stirrup leathers.
• We are not responsible for injuries, incidental damages, or financial losses resulting from misuse or unexpected equipment failure.
• This warranty applies solely to the original purchaser and is non-transferable unless expressly agreed otherwise.

7. Customer Responsibilities

To maintain warranty eligibility:

• Use the leathers as intended and according to our guidelines
• Keep them clean and dry, and store away from direct heat, moisture, or chemicals
• Regularly check for wear or damage and discontinue use if safety is compromised
• Do not attempt repairs, alterations, or modifications yourself

T-Bar Clip Warranty

1. Manufacturer’s Warranty (2 Months)

Our plastic T-bar clips, used to connect the saddle to the saddle seat, are covered by a 2-month Manufacturer’s Warranty from the date of purchase. This warranty covers defects in materials, manufacturing, and functionality when the clips are used as intended.

Covered components include:

• The plastic T-bar body
• The moulded structure of the clip

If a covered defect is confirmed, we will offer one (1) replacement set of clips per purchase, at our discretion.

2. Material Disclaimer – Plastic Components

These clips are made from durable but inherently fragile plastic, and under certain conditions they may break.
Breakage can occur from:

• Excessive force
• Sudden impact
• Incorrect attachment
• Environmental factors (extreme cold, heat, or UV exposure)

Because of the nature of plastic hardware, these clips must be used with care and checked regularly.

3. What the Warranty Does Not Cover

This warranty does not apply to:

• Breakage caused by excessive force or improper use
• Damage resulting from incorrect attachment or twisting of the clip
• Normal wear, stress-related cracking, or expected deterioration
• Damage from external impacts, environmental exposure, or storage conditions
• Damage caused by modifications, drilling, heating, or reshaping
• Loss or accidental damage

4. Alternative Connection Options

Your saddle and seat do not rely solely on the T-bar clips for functionality. Should a clip break or if you prefer another connector, you may use alternative methods such as:

• A carabiner clip
• Bailing twine

Any strong, safe, and compatible connector that keeps the saddle and seat securely joined

Additional T-bar clips can also be purchased here.

These alternatives are perfectly acceptable and will not affect your saddle’s warranty.

5. Warranty Claim Process

To submit a claim:

• Contact us at melanie@total-contact.co.uk with your order number.
• Include clear photos or videos demonstrating the issue.
• Our team will review your claim within 3–5 business days.
• If the issue is confirmed to be a manufacturing defect, we will provide one replacement set at no cost.

Note: Only one warranty replacement is permitted per original purchase of T-bar clips.

6. Limitations of Liability

To the fullest extent permitted by law:

• Our liability is limited solely to one replacement set of T-bar clips.
• We are not responsible for incidental or consequential damages, equipment failures caused by misuse, or any losses arising from breakage.
• This warranty applies only to the original purchaser and is non-transferable unless expressly agreed otherwise.

7. Customer Responsibilities

To keep your warranty valid:

• Attach and use the clips according to our instructions
• Check them regularly for signs of wear, cracks, or stress
• Store them away from extreme temperatures or prolonged sunlight
• Replace clips immediately if signs of weakness appear
• Avoid bending, twisting, or applying unnecessary pressure to the plastic components

Warranty for Third-Party (Resold) Products

1. Manufacturer’s Warranty

For any products we resell that are made by other manufacturers, we will fully honour the original manufacturer’s warranty period and terms. The manufacturer sets the duration, coverage, and conditions of their warranty, and we will support you in accessing that warranty if an issue arises.

Typical coverage may include:

• Material and workmanship defects
• Structural faults
• Failure of components listed within the manufacturer’s warranty policy

The exact coverage depends on the specific manufacturer and product. We will provide warranty information when you purchase, or you may request it at any time.

2. How the Manufacturer’s Warranty Is Applied

When you purchase a third-party product from us:

• You receive the same warranty period the manufacturer provides, with no reduction or alteration by us.
• We will act as your primary point of contact, and we will manage communication with the manufacturer on your behalf if needed.
• Any repairs, replacements, or assessments carried out under this warranty will follow the manufacturer’s processes, timelines, and decisions.

We cannot extend or modify the manufacturer’s warranty beyond what they provide, unless explicitly stated.

3. What the Warranty Does Not Cover

Because these items are produced by external manufacturers, the warranty does not apply to:

• Damage caused by misuse, accidents, or improper care
• Normal wear and tear
• Alterations, modifications, or unauthorised repairs
• Damage caused by use outside the manufacturer’s guidelines
• Issues not recognised as defects by the manufacturer

Coverage varies by brand, and decisions regarding eligibility are made according to the manufacturer’s official warranty terms.

4. Warranty Claim Process

To make a warranty claim on a third-party product:

• Contact us at melanie@total-contact.co.uk with your order number and details of the issue.
• Provide clear photos or videos to help us assess the problem.
• We will liaise with the manufacturer or their authorised repair centre.
• The manufacturer will determine whether the issue is covered, and will authorise repair, replacement, or refusal based on their terms.

Please note:

• Processing times may vary depending on the manufacturer.
• Any replacements or repairs will follow the manufacturer’s official procedures.

5. Limitations of Liability

To the fullest extent permitted by law:

• Our liability for third-party products is limited to facilitating and honouring the manufacturer’s warranty.
• We are not responsible for delays, decisions, or outcomes determined by the manufacturer.
• This warranty applies only to the original purchaser and is non-transferable, unless the manufacturer’s terms state otherwise.

6. Customer Responsibilities

To ensure your warranty remains valid:

• Follow the manufacturer’s care, use, and safety instructions
• Avoid unauthorised modifications or repairs
• Keep proof of purchase
• Report issues promptly to prevent additional damage

 

Statutory Rights

The manufacturer’s warranty is in addition to your statutory rights under UK law.
Regardless of warranty periods, your purchase is protected by the Consumer Rights Act 2015, ensuring goods are:

• Satisfactory quality
• Fit for purpose
• As described

Nothing in the above warranties affects your legal rights.

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. 

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