Returns information and satisfaction guarantee
Satisfaction guarantee
Our satisfaction guarantee enables you to return any unsuitable items to us for exchange or refund within 28 days of receipt. You can shop with confidence knowing that there is no problem in returning items to us within this time period providing items are returned in an unworn, resalable condition with all appropriate tags and packaging intact. Please see our terms and conditions for our full returns policy.
Apart from suspected faulty items you do not need to contact us prior to returning goods providing the return is within our return terms and conditions. Our satisfaction guarantee is in addition to your statutory rights.
Christmas gifts purchased between …………………. and ……………………….. can be returned up to ……………………… After this period, our standard 28 day returns policy applies.
RETURNS
For non faulty items you can return items to us via a postal or courier service of your choice. The cost of returning items to us lies with you, although in the event that you need to return a suspected faulty item please contact us prior to returning the item so we can assist you further.
In the event of returning a faulty item you must use the shipping method of our choice, in most cases this will be Hermes or Collect+. We will only refund postage costs of either of these couriers depending on who is used. You are welcome to use a different courier however we will not refund the difference in shipping costs over that of Hermes or Collect+
It is essential that any unsuitable items, unless faulty, are returned in a re-saleable condition. This means that items must not be worn, used, soiled or damaged. We expect you to take good care of items whilst in your possession, for instance please do not write on or otherwise mark shoe boxes, as we will not be able to refund items if they are defaced, used, soiled or damaged, such items will be returned to you.
To return items please send an email to returns detailing the reason for the return and if you would like an exchange or refund.
Securely package items and return to us at: Returns Department, 71 Park Hall Road, Stoke-On-Trent, Staffordshire, ST3 5QN, UK.
Please remember to complete your name, address, order number and full details of the items being returned.
It is not possible to return items to our warehouse or offices in person.
When returning parcels via the Post Office it is advisable to obtain a Certificate of Posting and parcel tracking number as these are necessary in order to claim for loss in the unlikely event that your parcel goes missing. We are only able to process a return when we have received it, so we recommend that you ensure your parcel is covered in case of loss or damage.
Returns will be processed as quickly as possible, generally within two working days* of receipt, and any exchange (subject to availability) or refund issued. However please allow up to seven working days* from receipt for us to acknowledge and begin processing your refund or exchange.
EXCHANGES
In order to exchange items we have to process this as a “normal return” as we are unable to reserve stock whilst your exchange item is in transit. The process for exchange is as follows;
You ship return item > You make new purchase of the exchange item > We process new order and ship before return is received > We receive returned item > We issue refund for returned item.
Exchanges will always be processed at the price paid for the original order, so in the event that merchandise prices have changed no refund or additional payment will be necessary. If you wish to purchase a discounted item you can do this by placing a new order and returning your original order for refund. No partial or retrospective refunds will be issued. We will email you confirmation of any exchange or refund as soon as it is processed. Refunds can take up to 5 working days to be returned to your account by your card issuer; this is outside of our control.
Please do not send stamps or pre-paid postage labels as we are unable to send your exchange order out using these. All items are subject to availability, so in the event that your requested exchange item is not available we will automatically issue a refund.
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Only goods that have been purchased from Top Line Saddlery can be returned to us. If you have purchased goods from another retailer they cannot be returned to us.
If you wish to return items under the framework of the Distance Selling Regulations, you must cancel your contract and notify us in writing in accordance with our terms and conditions.
If you choose to retain the items beyond our 28 day return period we will be unable to offer a refund or exchange. After 30 days we will consider you to have had sufficient time to inspect the items for any faults and thus to accept them. In the unlikely event that items become faulty after this time, and are within the manufacturers stated guarantee period, we will either repair or replace the items at our discretion. If we are unable to repair or replace the items then we may offer a refund. Any items suspected to be faulty must be returned to us for inspection and if necessary may be returned to the manufacturer for their expert opinion before being accepted as faulty. Damage or deterioration as a result of normal wear and tear does not constitute a fault. In all cases please contact us prior to returning any suspected faulty item to us.
*A working day is Monday – Friday, excluding public holidays.