Refund policy
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, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at melanie@total-contact.co.uk. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and 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.
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 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.
Trial
Customers pay a refundable deposit of £200 for rental of a trial saddle for a period of two weeks with free shipping to the customer. If a customer wishes to purchase a new saddle, the full deposit amount will be put towards a new saddle. If the customer does not wish to make a purchase, their deposit will be refunded (less a £27.50 admin fee) when we take receipt of the trial saddle. Return shipping of the saddle is the responsibility of the customer. If the customer fails to return the trial saddle, we reserve the right to keep the full deposit as payment.
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
