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. 

Refund & Change of Mind

  • You may return a Saddler & Co product within 30 days from the date of receiving the order 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.

Product Exclusions for Exchanges:

  • Any Outlet Products
  • And Sale items marked as final

 

*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.