Returns & Exchanges

Returns & Refund Policy

Last updated: 21 October 2026

At Throstlenest Saddlery, we want you to be completely satisfied with your purchase. If something isn't quite right, we're here to help.

This policy explains how to return items purchased through our website, request a refund or exchange, and what to do if a product arrives damaged or faulty.

Your statutory consumer rights are not affected by this policy.

1. Returning an Item

If you change your mind about an online purchase, you normally have the legal right to cancel your order within 14 days of receiving your goods, without giving a reason.

To exercise this right, please notify us within those 14 days by contacting:

Email: info@throstlenestsaddlery.co.uk
Telephone: 01226 790497

Please include your order number, name and details of the items you wish to return.

Once you've notified us, you have a further 14 days to send the goods back.

We recommend retaining proof of postage until your return has been processed.

2. Return Address

Please send returns to:

Throstlenest Saddlery Ltd
Off Moor End Lane
Silkstone Common
Barnsley
S75 4QX
United Kingdom

Please include your order number and contact details inside the parcel so we can identify your return.

We recommend using a tracked postal or courier service.

3. Condition of Returned Items

You may inspect or try on products as you reasonably would in a physical shop.

Please take care when handling goods and, wherever possible, return them with their original packaging, labels and accessories.

Examples include:

Riding boots and country footwear should be tried on indoors rather than worn outdoors.
Riding jackets, breeches and other clothing may be tried on to check sizing and fit.
Saddlery and horse equipment should be handled carefully when checking suitability and fit.
Products should be returned with any components and accessories supplied.

For statutory change-of-mind cancellations, we may make a proportionate deduction if an item has been handled beyond what is necessary to establish its nature, characteristics and functioning, resulting in a reduction in value.

Missing packaging or removed labels do not automatically remove your statutory cancellation rights.

4. Return Postage

For returns where you have simply changed your mind, you are responsible for the direct cost of returning the goods.

We recommend using a tracked and adequately insured service, particularly for valuable products.

For large, heavy or specialist items that cannot reasonably be returned by normal post, please contact us before arranging a return so we can discuss suitable transportation and the likely cost.

If goods are faulty, damaged on arrival, incorrectly supplied or not as described, we will cover reasonable return costs where required by law.

5. Refunds

Once your returned goods have been received, we will inspect them and process the appropriate refund.

Where you exercise your statutory right to cancel, refunds will be made without undue delay and no later than 14 days after we receive the returned goods or evidence that you have sent them back, whichever is earlier.

Refunds will normally be issued to the original payment method.

For cancellation of an entire eligible online order, we will also refund the original standard delivery charge, where paid.

If you selected a more expensive delivery service, we are only required to refund the cost of the least expensive standard delivery option offered for your order.

We cannot refund return postage for ordinary change-of-mind returns unless we have agreed otherwise.

Your bank or payment provider may require additional processing time before the refund appears in your account.

6. Exchanges

If you've ordered the wrong size or would prefer a different colour or style, please contact us.

Where possible, we will help arrange an exchange, subject to stock availability.

For example, you may wish to exchange:

Riding boots for another size.
Breeches or riding tights for a different fit.
Countrywear for another size or colour.
A suitable item of equipment for a different specification.

If an exchange cannot be arranged, you can return an eligible item for a refund and place a new order.

Any additional postage charges for voluntary exchanges will be explained before proceeding.

Your statutory rights remain unaffected.

7. Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty, incorrect or not as described, please contact us as soon as reasonably possible.

Email info@throstlenestsaddlery.co.uk with your order number, an explanation of the issue and, if useful, photographs.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.

For faulty goods, you may have a legal right to reject them within 30 days of receiving them and obtain a refund.

After this period, you may be entitled to a repair, replacement, price reduction or refund, depending on the circumstances.

We will not require you to accept store credit instead of a refund where you are legally entitled to a refund.

We will arrange an appropriate solution and cover reasonable return costs where required by law.

8. Riding Helmets, Body Protectors and Safety Equipment

We recommend that riding helmets, body protectors and other safety equipment are professionally fitted wherever appropriate.

For online purchases, eligible safety products may be returned under your statutory cancellation rights, provided any handling beyond what is necessary to inspect the product is taken into account as permitted by law.

Products that have been worn during riding, involved in an impact, damaged or otherwise used beyond reasonable inspection may be subject to a reduction in refund value where legally permitted.

We strongly advise against continuing to use any safety product following an impact or where its protective performance may have been compromised.

If a safety product is faulty or not as described, your statutory consumer rights continue to apply.

9. Personalised, Special-Order and Hygiene Products

Some products may be excluded from the statutory right to cancel, including:

Items made to your individual specifications or clearly personalised.
Sealed products that are unsuitable for return for genuine health or hygiene reasons once unsealed.
Other goods expressly exempted under applicable consumer legislation.

A product is not automatically exempt simply because it was ordered specially or was not held in our usual stock.

Where an exemption applies, we will make this clear before purchase where required.

These exclusions do not affect your rights if goods are faulty, incorrectly supplied or not as described.

10. Sale and Clearance Items

Products purchased in a sale or clearance promotion are normally subject to the same statutory cancellation and consumer rights as full-price products.

Being discounted does not remove your rights to return eligible online purchases within the statutory cancellation period.

Faulty sale items remain protected under applicable consumer law.

11. Cancelling an Order Before Dispatch

If you wish to cancel your order before it has been dispatched, please contact us as soon as possible.

Email: info@throstlenestsaddlery.co.uk
Telephone: 01226 790497

Where cancellation is possible before dispatch, we will arrange the appropriate refund.

If your order has already been dispatched, you can exercise your statutory cancellation rights where applicable and follow the return instructions above.

12. Click & Collect Orders

If you place and pay for an order online and collect it from our store, your statutory distance-selling cancellation rights will normally still apply.

Please contact us if you wish to return or exchange a Click & Collect purchase.

Purchases made directly in our physical shop may be subject to a different voluntary change-of-mind returns policy, although your statutory rights for faulty goods continue to apply.

13. International Returns

Customers ordering from outside the United Kingdom should contact us before returning any items.

You are responsible for ordinary change-of-mind return postage costs unless otherwise agreed or required by applicable law.

Please ensure returned parcels are correctly identified as returned goods for customs purposes.

Any applicable mandatory consumer rights in your country of residence remain unaffected.

14. Your Statutory Rights

This policy is intended to comply with applicable UK consumer protection legislation, including:

The Consumer Rights Act 2015.
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Nothing in this policy excludes or restricts any statutory rights that cannot legally be excluded.

15. Contact Us

For any questions about returns, exchanges or refunds, please contact: