Refund policy

We seek to maintain the highest quality standard in our workmanship and business practices. If for any reason you have a problem with a product or service provided by us, we want to hear from you. Please inform us as soon as possible by emailing info@saddlerandco.com.au so that we may seek to resolve the issue to your satisfaction. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Refund & Change of Mind

We have a 30-day return policy, which means you have 30 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. You’ll also need the receipt or proof of purchase.

If the return occurs within 14 days:

  • Customer will NOT need to pay a re-stocking fee.
  • Returned product to be in the same condition it was sold.
  • Customer will need to provide a receipt or proof of purchase.
  • Customer will be responsible for paying for shipping costs for returning your item. We are not responsible for damage or loss to the item/s during shipping, so ensure you retain a tracking number when posted.
  • Shipping costs are non-refundable.

If the exchange occurs after 15 days and within 30 days:

  • Customer will be required to pay an additional 10% re-stocking fee of the original product price.
    • eg. A customer purchases over the counter a Classic Tote $575.00, and the customer exchanged it 24 days after purchase. There would be an additional re-stocking fee of $57.50 on this product.
  • Returned product to be in the same condition it was sold.
  • Customer will need to provide a receipt or proof of purchase.
  • Customer will be responsible for paying for shipping costs for returning your item. We are not responsible for damage or loss to the item/s during shipping, so ensure you retain a tracking number when posted.
  • Shipping costs are non-refundable.


For a Refund or Change of Mind, a product must fall under the following categories: 

  • An item is damaged or defect in its function or workmanship.
  • The item does not match the description/purpose for which it was sold.
  • A customer changes their mind
  • There is another reasonable problem that is within your rights according to Australian Consumer Law. 

All refunds processed only will be offered as:

  • Saddler & Co Gift Card
  • Store Credit
  • Direct Refund


  • Product Exclusions for Refund and Change of Mind:

    • Any Outlet Products
    • Any Sale items marked as final 

Exchange

We are willing for a customer to exchange a product within 45 days* for another product of the same or lessor value. If a customer would like to exchange for a product of a greater value, the customer will need to pay the additional difference in price.

If the exchange occurs within 14 days* from the receipt of order purchase:

  • Customer will NOT need to pay any re-stocking fee.
  • Returned product to be exchanged in same condition it was sold.
  • Customer will need to provide a receipt or proof of purchase.
  • Customer will be responsible for paying for shipping costs for returning your item. We are not responsible for damage or loss to the item/s during shipping, so ensure you retain a tracking number when posted.
  • Customer will need to pay for the shipping of the new exchanged product.
  • Shipping costs are non-refundable.
  • If the customer exchanges for an item of lessor value, the difference will be credited to the customer via a Saddler & Co Gift Card.

 If the exchange occurs after 15 days and within 45 days* from date of receiving order:

  • Customer will be required to pay an additional 10% re-stocking fee of the original product price.
    • eg. A customer purchases over the counter a Classic Tote $575.00, and the customer exchanged it 24 days after purchase. There would be an additional re-stocking fee of $57.50 on this product.
  • Returned product to be exchanged in same condition it was sold.
  • Customer will need to provide a receipt or proof of purchase.
  • Customer will be responsible for paying for shipping costs for returning your item. We are not responsible for damage or loss to the item/s during shipping, so ensure you retain a tracking number when posted.
  • Customer will need to pay for the shipping of the new exchanged product.
  • Shipping costs are non-refundable.
  • If the customer exchanges for an item of lessor value, the difference will be credited to the customer via a Saddler & Co Gift Card.

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on sale items, outlet items, or gift cards.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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 info@saddlerandco.com.au. Please note that returns will need to be sent to the following address: 1a Sterling Street, Dubbo NSW 2830, Australia.

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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@saddlerandco.com.au.

*Subject to individual arrangements regarding gifting. If a Saddler & Co product is purchased during November or December as a Christmas gift; Saddler & Co will extend this policy to the end of January – the customer MUST advise the cashier or via online checkout notes that product is a gift at the time of purchase.