PLEASE MAKE SURE YOU PROVIDE US WITH A TELEPHONE NUMBER BECAUSE MOST COURIER COMPANIES WILL NOT ACCEPT A PACKAGE UNLESS THEY HAVE A TELEPHONE CONTACT NUMBER.
If the products ordered are in-stock, we make every attempt to ship your package within 10 working days of receiving your order and often within 48hrs of receiving your order. However, even though our online store remains open, we may not be open for business in our physical offices.
We do not ship on Fridays, Saturdays, Sundays or on public and company holidays. This is because if there is any hold-up or problem with the courier during transit of your package, we want to be able to intervene on your behalf and deal with any delay/problem.
If the products that you ordered are not in-stock and available immediately, we will advise you of this and give you an idea of how quickly we hope to be able to supply you with the goods that you want, so that you can decide whether to wait for the goods or to cancel the order.
If you want to change an order you have already placed in the online shop, please tell us as quickly as possible, by email, to: [email protected] We will do our best to make the change you request, provided the item has not already been booked for collection
Damaged in Transit Merchandise
If an item arrives damaged, please notify the BALANCE office within 24 hours of delivery. Do not use the product that has been damaged in transit. The product and all packaging material must be retained until the matter is resolved with the courier.
The return of goods is not usually accepted by The BALANCE Saddle Company, unless in the case of a proven manufacturing or materials defect. Saddle pads that have been used on a horse cannot be returned for hygiene reasons. Goods that have not been used and are still in their original packaging may be returnable within a reasonable time frame but, this is at the discretion of the company.
If you want to return an item as defective, you will need to make arrangements to return the item to the UK BALANCE office so that it can be checked not only with BALANCE, but with the manufacturer of the product and/or supplier of the materials in that product so that proper assessment can be made. Costs to return Goods with a suspected fault, must initially be covered by the client.
Failure to use recommended cleaning, storage and maintenance procedures and damage caused by accident or misuse will nullify any warranty offered on the products. If you live outside of the European Union, please contact the office before you send anything back to ask for instructions on how to ship the package without it incurring unnecessary Tax charges upon re-entry into the UK.
In the unlikely event that the goods are found to be faulty, the company will, at its discretion arrange to have the item repaired or replaced and returned to you at its cost. For more information about how we deal with suspected manufacturing or materials faults, please contact the office for help. In a genuine case where a product has an obvious defect, we will do everything we can to ensure that we get the product repaired or replaced as quickly as we can and with the least inconvenience to you as we can manage. Also, any reasonable costs for returning the defective goods to BALANCE will be reimbursed to the client upon written proof of those costs.
IMPORTANT NOTE: THE BALANCE SADDLE COMPANY MAKES NO EXPRESS OR IMPLIED WARRANTIES OF MERCHANTABILITY OR EXPRESS OR IMPLIED WARRANTIES OF FITNESS FOR A PARTICULAR PURPOSE. This clause is in no way limits a consumer’s statutory rights.
Our policies on returns do not affect your statutory rights.
Damaged in Transit Merchandise
If an order arrives damaged, please notify the BALANCE office within 24 hours of delivery. Do not use the product that has been damaged in transit. The product and all packaging material must be retained until the matter is resolved with the courier.
Being able to move in a powerful, balanced and engaged way, without restriction or discomfort, is every horse’s birth-right and essential in order for him to be able to carry the unnatural weight of a rider, without doing harm to himself.