Returns & Cancellations Policy
This policy outlines your rights when shopping with Saddle Safari Marlow. These terms are in addition to, and do not affect, your statutory consumer rights.
1. In-Store Purchases
For items purchased physically at our shop, the following terms apply:
- Trek 30-Day Guarantee: As an authorized Trek retailer, we offer the Trek 30-Day Unconditional Guarantee. If you are not satisfied with your Trek or Bontrager purchase, you can return it within 30 days for an exchange or store credit. Items may be used but must be clean.
- Other Suppliers (Change of Mind): For all other brands, we offer a 7-day return period at the shop’s discretion.
- Conditions: Items must be unused, undamaged, and in their original packaging with a valid proof of purchase.
- Refund Method: Returns for "change of mind" on in-store purchases are typically handled via exchange or store credit.
2. Online & Distance Purchases
Under the Consumer Contracts Regulations, online customers have specific legal protections.
2.1 Cancellation Period
- 14-Day Cooling-Off: You have the right to cancel your order for any reason within 14 days of receiving your goods.
- How to Cancel: You must notify us in writing by emailing info@saddlesafi.co.uk. If the order has not yet been dispatched, we will cancel it immediately.
2.2 Returning Online Orders
- Return Deadline: Once you have notified us of your cancellation, you must return the goods within 14 days.
- Return Costs: You are responsible for the cost of returning the items to us. We strongly recommend using a tracked and insured "signed for" service.
- Condition & Packaging: Items must be returned in their original packaging and in a resalable condition. If the value of the goods is diminished by any unnecessary handling (beyond what is necessary to establish the nature and characteristics of the goods), we may make a deduction from your refund.
2.3 Online Refunds
- Method: We will refund the full purchase price plus the cost of standard outbound delivery to the original payment method.
- Timeline: Refunds will be processed within 14 days of us receiving the goods back.
3. General Terms (Applies to All Sales)
3.1 Faulty or Misdescribed Goods
In accordance with the Consumer Rights Act 2015, if a product is faulty, not fit for purpose, or not as described, you are entitled to a repair, replacement, or a full refund.
- Within 30 days of purchase: You can claim a full refund for faulty goods.
- After 30 days: We reserve the right to repair or replace the item before a refund is issued.
3.2 Return Exceptions
We cannot accept returns for:
- Items customized or built specifically for you.
- Perishable goods (e.g., energy gels, food).
- Items where hygiene seals are broken (e.g., padded shorts/underwear) or where packaging seals required for product integrity are compromised.
- Merchandise that has been worn, used, or altered (outside of the Trek 30-Day Guarantee).
