ECES Returns Policy
At East Coast Equine Saddlery, we value your satisfaction with our products and strive to provide the best customer service. Please read our Returns and Refunds policy carefully to understand how we can assist you in various situations.
Returns for Item Dissatisfaction
If, for any reason, you are not satisfied with your purchased item(s), please reach out to us as your first step. We kindly request that you contact us with an explanation of the issue you're facing. However, please note that we do not accept returns for items solely due to a change of mind.
Saddle Tree Warranty
For saddles purchased through East Coast Equine Saddlery, we offer a 5-day return policy and a notable 5-year replacement warranty on the saddle tree. This warranty covers any issues related to the saddle tree. This does not include general wear and tear of the saddle.
Eligibility for Returns
To be eligible for a return, your item must meet the following criteria:
- The item must be in the same condition as when you received it.
- It should remain unused and in its original packaging.
- You must provide proof of purchase.
Initiating a Return
To initiate a return, please contact us at info@ecesaddlery.co.nz. Please be aware that you are responsible for sending the item back to us, including any postage costs.
Return Process
If your return request is approved, we will provide you with a return shipping label and detailed instructions on where and how to send your package. Please note that items sent back to us without prior return request will not be accepted.
Contact Us if you have any questions or need assistance with your return, feel free to reach out to us at info@ecesaddlery.co.nz. We are here to help you.
Damages and Issues - upon receiving your order, please inspect it carefully. If you find any defects, damages, or receive the wrong item, contact us immediately. We will evaluate the issue and work to make it right.
Non-Returnable Items - we regret to inform you that we cannot accept returns for items due to a change of mind. Additionally, returns are not accepted for sale items or gift cards.
Exchanges - the quickest way to get the item you desire is to return the product you have. Once the return is accepted, you can make a separate purchase for the new item.
Refunds - after receiving and inspecting your return, we will notify you regarding the approval status of your refund. If your return is approved, the refund will be automatically processed to your original payment method within 10 business days. Please keep in mind that it may take some time for your bank or credit card company to process and post the refund.
Extended Processing Time - if more than 15 business days have passed since we approved your return, please don't hesitate to contact us at info@ecesaddlery.co.nz. We will be happy to assist you further.
At East Coast Equine Saddlery, we aim to ensure your satisfaction and offer support in case of any issues with your purchase.
Thank you for choosing us for your saddlery needs.