Returns Policy

Returns, Exchanges and Refunds Policy

We understand that purchasing online can sometimes be tricky and that an item may not be quite what you expected. Riders Saddlery offers returns and exchanges subject to the conditions below and your rights under South African consumer law.

Requesting a Return

Please contact us before returning any item:

Call or WhatsApp: 066 185 0063
Email: info@riderssaddlery.co.za

Return requests must generally be made within 30 days of receiving your order.

No additional handling fee will be charged by Riders Saddlery for an approved return.

Return Conditions

To qualify for a change-of-mind return, the item must:

  • Be unused, unworn, unwashed and unaltered;

  • Be in the same condition in which it was received;

  • Be free from dirt, horse hair, marks, damage and odours;

  • Have all original labels and price tags attached;

  • Be returned in its original packaging, where applicable; and

  • Be accompanied by a receipt, order confirmation or other proof of purchase.

Customers may inspect an item as they reasonably would in a physical store. However, an item that has been used beyond what is reasonably necessary to assess its suitability may not qualify for a change-of-mind return.

Riders Saddlery reserves the right to refuse a change-of-mind return if the item is not received in a clean, unused and resalable condition. This does not limit any rights relating to faulty, unsafe or defective goods.

Online Cooling-Off Period

Where applicable, customers may cancel a qualifying online purchase within seven days of receiving the goods, without providing a reason.

The customer will be responsible for the direct cost of returning an unwanted item. The item must be returned in substantially the same condition in which it was received.

Certain products are excluded from the statutory cooling-off period, including selected consumable, personalised and non-returnable products.

Our additional 30-day returns policy is offered subject to the conditions set out in this policy and does not limit any rights available under South African law.

Items That Cannot Be Returned for a Change of Mind

For health, safety and practical reasons, the following items cannot ordinarily be returned simply because the customer has changed their mind:

  • Treats, feed and other perishable products;

  • Supplements and veterinary-care products;

  • Opened grooming, hygiene or consumable products;

  • Magazines and publications;

  • Gift cards;

  • Personalised, customised or made-to-order products; and

  • Products that cannot be resold for health or safety reasons once opened or used.

These exclusions do not apply where an item is faulty, unsafe, incorrectly supplied, damaged upon delivery or otherwise protected by applicable consumer law.

Gift cards cannot ordinarily be exchanged for cash except where required by law.

Faulty, Damaged or Incorrect Items

Please inspect your order as soon as it arrives. Contact us promptly if:

  • You received the wrong product;

  • An item was damaged during delivery;

  • Parts or components are missing;

  • The product is faulty or unsafe; or

  • The product is materially different from its description.

We may ask you to provide photographs or other information to help us assess the issue.

Where goods are found to be faulty, unsafe or defective within six months of delivery, the customer may be entitled to a repair, replacement or refund in accordance with the Consumer Protection Act.

This protection does not generally apply where damage results from normal wear and tear, incorrect use, improper care, accidental damage, neglect or unauthorised alterations.

Where Riders Saddlery supplied the wrong item, or the item is confirmed to be damaged or defective, Riders Saddlery will arrange or cover the reasonable cost of returning the item.

Return Options

Once a returned item has been received and inspected, we will notify you whether the return has been approved.

Depending on the reason for the return and the customer’s applicable rights, the return may be processed as:

  • An exchange;

  • A Riders Saddlery gift card or store credit; or

  • A refund.

Exchanges are subject to product availability. Where the requested replacement is unavailable, another suitable option or a refund will be offered where applicable.

Refunds

Approved refunds will generally be processed using the original payment method. Where this is not possible, the refund may be made by EFT, and the customer may be asked to provide their banking details.

Refunds are normally processed within 5 to 10 business days after approval, although banks and payment providers may require additional processing time.

Original delivery fees are not normally refundable for change-of-mind returns, except where required by law. Delivery charges will be refunded or covered where the return results from an incorrect, damaged or defective product supplied by Riders Saddlery.

Late or Missing Refunds

Should you not receive an approved refund within the expected period:

  1. Check your bank account again;

  2. Contact your bank or card provider, as processing times may vary; and

  3. Contact us on 066 185 0063 or email info@riderssaddlery.co.za if the refund is still not reflected.

Sale and Discounted Items

Sale, clearance and discounted items are not eligible for change-of-mind returns under our additional 30-day returns policy once any applicable statutory cooling-off period has expired.

This does not affect your rights where a sale or discounted item is faulty, unsafe, damaged, incorrectly supplied or not as described.

Where a product was discounted because of a specific disclosed defect, that disclosed defect will not qualify as a new defect claim. Any unrelated fault will still be considered in accordance with applicable law.

Returning Your Product

Please contact us before sending your return so that we can provide the correct return address and delivery instructions.

Call or WhatsApp: 066 185 0063
Email: info@riderssaddlery.co.za

For change-of-mind returns, the customer is responsible for the return courier costs.

Please:

  • Package the item carefully to prevent damage;

  • Use a trackable courier service;

  • Consider purchasing shipping insurance for valuable products; and

  • Keep your tracking number until the return has been completed.

Riders Saddlery cannot accept responsibility for change-of-mind returns that are lost or damaged before reaching us. Returns will only be processed once they have been received and inspected.

Please do not send returns using a cash-on-delivery service unless this has been agreed to by Riders Saddlery in advance.