Customer Care

We aim to provide the very best customer care and service. We understand that saddle fitting is ongoing and progressive and not simply a matter of making a sale and walking away. Building trust with our clients and their horses in paramount.

For your peace of mind we offer the following straightforward, fair and honest customer care:-

30 Day Return on Fitted New Saddles

We know buying a new saddle is a big investment so for your complete peace of mind we offer a 30 day return on all fitted saddles. Please note a usage fee of 15% will apply to any saddle returned after 14 days as per the terms and conditions signed for on your receipt.

Register your new saddle with the Brand Manufacturer

Your saddle comes with its own unique reference number, we recommend you register your saddle on the manufacturers website in the event of any warranty concerns.

Aftercare & Servicing

We recommend your newly fitted saddle is checked within 3 months of purchase and at regular intervals thereafter (Charges apply). To help you manage this we will email you 6 months after your appointment to remind you saddle check is overdue.

It is important to remember that horses do change shape, dependent on age, time of year, changes in work, diet even a change of home or rider can make a difference. Using a weight tape may help you assess this, as a general rule a 5 – 10 cm change up or down may affect how your saddle fits so it might be worth a phone call to discuss its fitting further.

Fitting fees, mileage and adjustment charges applicable to all Saddle Check Appointments.

Saddle Care recommendations

To help keep your new saddle in good condition, regular cleaning with saddle soap and conditioning with a leather balm or cream is vital. Cleaning and conditioning will help prevent excessive wear and friction marks as well as keeping the leather supple. Please use the products recommended by the saddle brand manufacturers to avoid any warranty issues. Leather care tips:

  • Clean weekly
  • Always allow leather to dry out naturally when wet
  • Use a saddle cover when not in use
  • Protect the panel of your saddle – using a pole saddle rack or padding up the tubular type racks to avoid indents in the panel
  • Avoid storing directly under a sky light or window
  • Avoid leaning the cantle against a wall

Off Shelf Purchases

We offer a 7 day return on all saddles purchased off the shelf or via mail order.

Refunds subject to inspection and a usage fee of 15% will apply to those saddles damaged or returned in poor or dirty condition.

Payments & Deposits

We accept payment in cash or by credit/debit card or by bank transfer.

All saddles purchased require payment in full.

Deposits are taken on all saddle orders. A minimum 50% Deposit is required for all Saddle and Bridle orders.

Concerns about your Saddle Fitting

We can’t fix it if we don’t know about it. Call or email us to discuss any queries or concerns with your saddle fitting and we will endeavor to resolve any problems promptly and find a way forward.

Office Tel: 01270 842741 – leave a voicemail

Email: crewesaddlery1@btconnect.com