Warranty, Care, Shipping, and Returns
We strive for transparency and honesty in all of our customer relationships, and we seek to provide that through our policies section. We know how often questions can come up in this industry, and we’re ready to answer all of them. If there’s something we missed please reach out and one of our team members will be happy to help.
POLICIES: GENERAL TERMS OF BUSINESS AND DELIVERY
There is a 10 day money back guarantee on all new saddles purchased (unless otherwise specified at time of purchase. Please keep in mind to treat them gently and only ride in it 1-2 times. If you return an item, please understand that you will be responsible for the shipping costs to and from you. If you return an item with greater signs of use than normal, we reserve the right to hold the depreciation value from your original payment and will refund the remaining balance to you.
Until you have decided to keep your saddle, please adhere to the following guidelines:
Please always run the Stirrup Leathers under the saddle flap (English/Baroque Saddles)
Please do not oil the saddle
Please do not ride in dark denim jeans or jodhpurs with any "bling" on them
Please do not ride in silicone jodhpurs or breeches
Please cover the leather foot bed of your stirrups (Western/Trail Saddles) with foam or padding held in place with duct tape.
Should the item/s be returned in an unsaleable fashion, you will be charged at wholesale prices to cover our loss. We take great pride in our products and want the next customer to be just as satisfied. Shall one of our products be truly defective, we will of course not charge any return fees and will reimburse you for the postage once you have shipped the defective item back to us. You must provide us with a tracking number upon shipment, either by phone or email to and send it insured. Should the saddle be lost in the mail, we cannot provide you with a refund. Our $180 Saddle Trial Fee does apply on all saddle returns, with the exception of faulty items, if a replacement saddle is not ordered.
DEUBER & PARTNER (DP Saddlery here in Australia) WARRANTY
Used properly, sensible care and proper storage, we grant the owners of our saddles a total period of 3 years, and 5 years warranty on the ULTRA FLEX TREE. The warranty is only valid upon presentation of the original invoice and warranty passport. Since leather is a natural product, it may have visible, small colour changes or scarring or overgrown cracks. These are not leather errors, but a sign of authenticity. Wear and tear parts (e.g. as girth/cinch, tie-strap, off-billet, girth, Anti-Slip-Fender Protection, stirrup leather or silver parts) are imposed by the warranty.
STARTREKK TREELESS SADDLE WARRANTY
Used properly, sensible care and proper storage, we grant the owners of our Startrekk saddles a total period of 2 years.
EDIX SADDLE WARRANTY
2 year warranty on manufacturing defects.
KUDA FLEX SADDLES
Please see the Kuda website for details.
CARING FOR YOUR SADDLE
A warranty is only guaranteed if your saddle is used properly, preserved and maintained. Leather is a natural product and reacts to environmental influences. Keep your saddle in a dry, cool and dark room and store it on a suitable saddle rack. The tack room should be separated from the barn. Clean your saddle regularly from dirt and other residue with a damp cloth and mild saddle soap. In order to preserve the high-quality vegetable tanned leather in substance and quality, oil the leather of your saddle once or twice a year sparingly after cleaning.
When oiling or conditioning your saddle, please note that the rough leather underside absorbs much more oil than the smooth leather side. The underside is therefore only to be treated sparingly. WARNING: Never oil any of the Nubuck leather seat areas and adjoining edges of your DP Saddle! However, it is recommended to oil 'oiled Nubuck' which is only available on Ghost and EDIX saddles.
Bright natural coloured saddles will darken when oil is applied! For leather care in between rides use a high quality leather grease (especially for tanned vegetable leather), which has an impregnating effect. All fats/greases/oils are to be used sparingly; otherwise the leather will lose its tension and stability.
Any Mattes products sold on this website are considered custom made products and for all products in customer selected colour combinations, are therefore excluded from returns. This limitation does not apply to quality issues. Condition for the processing of claims is the presentation of a sales receipt. Any return shipment will strictly only be accepted after prior approval.
IMPORTANT INFORMATION ABOUT BRIGHTLY COLOURED AND DARK COLOURED SHEEPSKIN
There is a possibility of dye bleeding from dark or bright coloured skin onto light coloured quilt. A slight staining is possible from dark or bright coloured wool onto the hair of grey horses. Fading of the wool surface is also possible. This is due to the composition of the horses sweat, which can be different from horse to horse. The same applies to dark and bright dyes on saddle leathers.
CHRIST LAMMFELLE PRODUCTS
There are no returns on Christ products. This limitation does not apply to quality issues. Condition for the processing of claims is the presentation of a sales receipt. Any return shipment will strictly only be accepted after prior approval.
GHOST SADDLES WARRANTY
Your new GHOST saddle is protected under a 2 year Warranty. This Warranty protects clients against all manufacturing faults. A discovery of a manufacturing fault by client or their dealer will result in: 1) a repair or 2) replacement of your purchase. The action on the fault- to repair or replace- is a choice reserved solely to the discretion and expertise of the manufacturer, not with the client. The decision to repair or replace is based on the specific nature of the manufacturing fault after careful study and empirical evidentiary support.
A Refund is only possible 10 days after receiving your purchase. Refunds are only given in extreme circumstances where the saddle has failed beyond the point of repair. Refunds are only given once we receive the purchased goods back from you via post/courier in a timely manner. If you discover a problem with your GHOST, and you wish to make a Warranty claim, you have the responsibility to do the following: - Report the fault immediately to your dealer. Provide clear photos and/or videos of the fault, as requested by your dealer. Return by post/courier the saddle or affected elements of the saddle, if requested, for repair or inspection for potential replacement, to the manufacturer in Italy. Answer clearly and respectfully the questions we ask you about the fault on your GHOST purchase. We need information about the problem so that we can help you. PLEASE NOTE: Failure to comply with the above may result in our inability to provide corrective services on your GHOST purchase and inhibit us from correctly completing your Warranty claim.
RESPONSIBLE USE DISCLAIMER GHOST
Ghost Saddles/HEST does not accept responsibility for damage caused to GHOST products or to the horses and humans using them, when the integrity of our products has been compromised. This includes but is not limited to: Using a GHOST saddle or their accessories on a different horse that was not approved of at time of sale by your dealer. Unsupervised use of a GHOST saddle or their accessories under a different rider/person that was not approved of at time of sale by your dealer (For example: lending your saddle to a friend and allowing them to use your GHOST without your supervision. Allowing a child to tack up/ride with a GHOST unsupervised. Use of GHOST by other persons, when supervised by original purchaser is approved of and thoroughly encouraged by your dealer! :) Using a GHOST saddle or their accessories under a rider over 85 kgs, without the approval of your dealer. Tampering, adjusting, altering, removing or changing any structural component of your GHOST saddle or their accessories, without following/seeking advice from your dealer first. This includes foam inserts, panel inserts/materials, base materials, D-rings, Velcro or using materials to repair, clean or alter your saddle and its accessories that are not approved of by GHOST or your dealer. Damage caused to the saddle and its accessories as a result from obvious poor care, cleaning or storage methods. This includes both leather, synthetic materials and Velcro along the base and panels. Using your GHOST saddle directly on your horses back, without a pad. Using your GHOST saddle without a pad approved of by your GHOST dealer. (You are strongly advised to use pads designed and made by GHOST or other pads specially designed for treeless saddles made by another reputable company, ask your dealer for more suggestions). Visible inappropriate use of your GHOST saddle and their accessories e.g. incorrect fitting, attachment, adjustment, or riding use.
A NOTE ABOUT LEATHER
Leather is an organic product. Colours, textures and patterns of the leather you select may vary saddle to saddle. The leather may show signs of the animal it came from; scratches, bruises, scars. The colour dying process may produce varying results. Fresh cuts or scratches from transport should be reported directly to your dealer. Your leather will show signs of use from the moment your start using it, this is normal behaviour for leather. Abnormal thinning or rapid discolouration should be reported to your dealer.
AFTER SALES SERVICE
HEST will provide free after sales service for one year, in conjunction with your 2 year Warranty. We understand that when you start using a GHOST saddle your horses body shape can change, as muscles that were before blocked or suppressed may start to return with time and good training. If you require further advise, education or fitting adjustments as your horse progresses in their GHOST in the first 12 months (e.g. foam inserts for your horses changing body shape), please contact us and we can work together to provide you a solution, this service is free!). It is very important for us that you love your GHOST saddle, that you use it often and use it well! Most important, that your horse remains happy, healthy and pain free at all times! :)
SALES & SHIPPING INFORMATION
All prices shown are in Australian dollars. We accept direct deposit/internet transfer (zero surcharge), PayPal (3% surcharge), Visa or MasterCard (1.6% surcharge), AMEX or DINERS (2.8% surcharge) & personal cheque. If paying by cheque, shipment will be made after your cheque has been cleared by the banks. All orders are subject to a 15% non refundable deposit / restocking fee unless otherwise specified. Deposits paid on cancelled orders are non refundable if work on the saddle has begun.
CUSTOM AND SPECIAL ORDERS
Please allow 10 - 16 weeks approximately from date of order, for shipment of items unless otherwise specified. Full payment will be due before the saddle is shipped to HEST. It can happen that certain products are back ordered from the manufacturers side, unfortunately that can result in longer waiting times and we apologise sincerely if this should occur. Please inspect your products upon arrival. Any damage to products due to shipping must be immediately reported to us.
GENERAL RETURN POLICY
A 10 day return policy applies to all new and ex demo saddles unless otherwise specified. You are allowed 10 days from arrival date of your saddle at your address for notification of return. Please contact us to discuss any fitting problems or other issues you may encounter with your new saddle before sending the saddle back to us.
New Saddles: Please note that an exchange/refund can only be given if the saddle and/or accessories are absolutely clean, hair-free, and show no evidence of use. If the products returned show signs of use, HEST will withhold the exact amount we will have to give as a discount to the next purchaser, as it will no longer be possible to sell the saddle as new. Shipping on returns must be covered by the purchaser. Replacements will be forwarded strictly after the products have been returned and have been inspected by HEST. If the replacement item is not in stock, it will be ordered in from our supplier and wait times may apply.
Please return the item/s via registered, traceable and insured post only. If the saddle you ordered has customisations that deem the saddle to be a custom order, then no return is possible, unless for a warranty issue.
Our $180 Trial Fee will be retained from all saddle refunds as well as postage costs incurred and any Merchant Fees incurred.
Our return policy does not extend to used and/or consignment saddles for sale. Ex demo saddles are covered by our return policy however. Please return the item/s via registered, traceable and insured post. There are no returns 'for change of mind' under any circumstances. If the saddle you ordered has customisations that deem the saddle to be a custom order, then no return is possible, unless for a warranty issue.
Visa/MasterCard 1.6%, Paypal 2.8%, Amex/Diners 2.8%. We currently use PayPal for all credit card payments.
HEST products are offered to you conditioned upon your acceptance without modification of the terms, conditions, and notices contained herein. Use of our products implies acceptance of all such terms, conditions and notices.
The sole and exclusive obligation of HEST shall be to accept return of product/s in the manner and for the period provided above.
LIMITATION OF LIABILITY
Equestrian activities can be extremely enjoyable, but also dangerous. In no event shall HEST, be liable for any direct, indirect, punitive, incidental, special, consequential damages, or any damages whatsoever arising out of or connected with the use or misuse of its product(s). Buyer assumes all risks and liability from use of product(s).
HEST reserves the right to change the terms, prices, conditions and notices under which their products are offered without notice. We are not responsible for any misprints or misrepresentation on publications, including but not limited to advertisement, brochures, verbal and e-mail communications and website.
We do not share your personal information with any third parties, other than for shipping purposes. We take care to ensure that the personal information you give us is protected. We store customer contact information and take every reasonable step to ensure its security and protect it from misuse and unauthorised access. The information stored may include your name, postal and/or email address and telephone number. We will not sell or give your contact information to a third party.
We would also like to remind you that there are inherent dangers in the sport of riding horses. Under no circumstances will HEST be liable for any consequential loss, cost, damage or injury arising from the use of any saddle or tack sold. In using the products, you understand and agree to assume all risks and hazards, including the possibility of injury to your horse, yourself and others, that are inherent in this activity. Please be safe.