Returns Information

NEW: Free returns and exchanges, from UK mainland locations, on Ariat and Musto items (over £75). One free return/ exchange per order only. Please follow the returns procedure below*.

Hassle Free Returns

Returning an Item? No problem, here’s how...

Returns Period: 30 days from receipt of goods for exchange or refund (for unused goods in perfect condition)

Don’t Forget – No matter how you purchased from us, please always provide your name, telephone number, reason for return and proof of purchase (Proof of purchase for web orders – Order no. is fine).

Returns Address: Old Dairy Saddlery, The Haywain, Burlescombe, Tiverton, Devon, EX16 7JY.

Our Easy Return Procedure

  1. Decide whether you would like to exchange the item, or have a refund?
  2. Complete the returns form – and include this in your return package. If you didn’t receive a returns note in your parcel, please download and print one by clicking here.
  3. Package up the item(s) – Always protect the item with outer packaging, either with the original packaging, or an equivalent alternative (even a bin bag is better than no bag).
  4. Send your item(s) back to us - either by DPD Pickup Shop (You will need to get a label from us, prices below – Call 01823 674171) or by a method organised by you, such as royal mail to the address above.

DPD returns label prices

to check you're nearest DPD pick up shop location, please click here


Country

Label Price

Return Time (approx.)

UK Mainland

£5.00

2 days

UK Mainland Ariat & Musto items over £75

FREE

2 days

Belgium

£9.99

2 days

France

£9.99

2-3 days

Germany

£9.99

2-3 days

Luxembourg

£9.99

2 days

Netherlands

£9.99

2 days


*Free returns for refund or exchange on Ariat & Musto Products - Please note, free returns for exchange or refund are only valid on a. Ariat clothing or footwear or Musto items over £75.00 b. returns from UK mainland locations and c. using the DPD pick up shop service. Returns made outside of these conditions will unfortunately not qualify for free returns and we cannot reimburse postage costs unfortunately. For full instructions please see information above in 'Our Easy Returns Procedure'. One free exchange/return per order.

Additional Information

Packaging advice - Insufficient packaging, or sticking returns labels or notes to the item(s) packaging itself may make the item not fit for resale, which would mean we would not be able to offer you a refund. Please be sure to protect the item adequately (especially delicate or safety items such as hats) including suitable padding and exterior packaging and do not stick anything to the items actual box/packaging itself, returns labels should be stuck to the exterior packaging (mailing bag or box) only.

Refund Method & Timing – Refunds will be made to the original payment method, once the item has been received back to us, inspected fully and the refund approved by a managerial member of staff. We aim to complete all refunds promptly, however please allow 30 working days for your refund to be completed from the date of return. If you have any queries please don’t hesitate to get in touch, we are here and happy to help.

Returns Form Completion – Regardless of your reason for return it is essential that you correctly complete our returns form so we have all the information we need to efficiently deal with your order. Unfortunately therefore any returns without a completed returns form may be delayed in processing. Click here to download a returns form.

Exchange Item Postage Cost – If your postage was free on your original order (UK orders over £75), then the postage to you of your new item that you have chosen to exchange for will also be free. If your order incurred postage charge initially (UK orders under £75) then you will need to make payment of £4.95 for postage of your new items.  

Hygiene Regulations - (1) Due to Health and Safety regulations plus the potential hygiene issues associated with the inspection and handling of Footwear and Horse Clothing, we are unable to handle and inspect any items returned to us unless they are clean and dry (Health and Safety Act 1974). (2) We also cannot accept returns of underwear or jewellery due to health and hygiene laws. We apologise for the inconvenience.

Free Gift?  - If the item you are returning came with a free gift then you will also need to send that back. If you do not send the gift back then the value of the free gift will be deducted from your refund total. If you are exchanging your item for the same thing in a different size then you may of course keep the free gift.

Customised Items – Please note that customised items cannot be cancelled or amended once the order has been processed.

Guarantee & Faulty Goods

We are here to help

Firstly, please be assured that we fully appreciate the inconvenience and dissatisfaction that you may be experiencing when dealing with a potentially faulty item. It is our utmost priority to deal with your problem as helpfully and efficiently as possible.

The Nitty Gritty

Most products are guaranteed for 12 months with a manufacturer’s guarantee (Consumer rights Act, 2015) valid from the date of receipt and providing they are used in accordance with the manufacturer’s recommendations (fair wear and tear). If you have any questions regarding the guarantee, please contact us. The judgement of faulty items is usually completed by the supplier/manufacturer, so time must be allowed for their assessment and report so that we can then move forward and resolve the issue. Please allow up to 30 days for an exchange or refund in such instances. This is an addition to your statutory rights. If you have any further questions, please contact us.

What to Do

  1. Please contact us (telephone 0330 024 14 12, email sales@olddairysaddlery.co.uk) and we can email you a DPD free post returns label at no cost to yourself. If you do not contact us before returning a faulty item then unfortunately we will only be able to reimburse you for your own cost of postage to the maximum value of £5.00.
  2. Send the item back following instructions 2-5 in the above returns procedure.
  3. Now just put that to the back of your mind and let us take it from there. We will have it sorted for you in no time, but meanwhile, have patience and know your issue is our priority.

 

This policy does not affect your statutory rights.