We understand that when you shop online, mistakes can be made, that's why we offer a hassle-free 30-day returns policy.
Extended Christmas Returns
We are super excited to announce that our extended Christmas returns period is back for the festive season!
Any orders placed between 1st November - 24th December 2024, can be returned or exchanged until the 8th of January 2025, or in the usual 30-day returns period.
Returns Policy
Returns are only valid for 30 days after the order has been delivered.
In order for your return to be accepted, the Item(s) must be unused and undamaged with original tags and returned in the same product packaging in which they were sent out. Please do not stick anything including postal labels to the product packaging. E.g, Shoe Boxes/Original Bags, as this may void your return, and we may be forced to deduct from your refund.
How to Return Your Item
Please send all returns to the following:
Returns Dept
Hatton Park Saddlery
20 Hatton Park
Bromyard
Herefordshire
HR7 4EY
Print, complete and include the Hatton Park Returns Form. Don’t worry if you don’t have a printer, please make sure to include a cover note with your return, and use the Returns form as guidance.
Please ensure that the return parcel is carefully packaged to avoid any damage.
Please note before the item(s) are received by us, you are responsible for the items, we strongly advise customers to obtain proof of postage and any relevant insurance in the extremely unlikely case that the parcel does not make it back to us.
Please do not send your purchase back to the manufacturer.
Please note all original postage costs on non-faulty items are non-refundable.
Please note returns costs will be covered by the buyer.
Once the item has been received and inspected, a refund will be given and will be made via the original payment method, we will send an email to notify you. A refund can be expected within 3 working days of receiving the returned item back.
Riding hats can be returned - However, please make sure the riding hat is returned in a box (in addition to its own box) which must be well-padded to avoid any damage during transit. Riding hats will not be accepted for return if they are returned using insufficient packaging.
Exchanges
If you would like to exchange an item in your order please check stock availability on our website, or contact us at:[email protected]. If the item you would like to exchange is out of stock or unavailable, you can exchange your item for any item of the same or greater value. If not we can process a refund. If you prefer a refund, our normal refund policy applies.
Due to Klarna's terms & conditions, we cannot accept Klarna orders back for an exchange. If you would like to exchange items, a new order will need to be placed, and you will need to return your original item back for a refund.
Faulty/Incorrect items
If you think you have received a faulty or incorrect item please contact us at your earliest convenience by E-Mailing:s[email protected].
We will then contact you and advise you on the best way to proceed.
Please do not return any faulty/incorrect items before receiving confirmation to do so.
We are aware that dealing with a faulty/incorrect item can be very annoying for you, so please be assured that we will do our best to resolve the issue as quickly and easily as we can.
Usually, the fault of the item lies with the supplier/manufacturer of the item, please allow time for the assessment and report of the product replacement/refund.
Once the item has been received and inspected, a refund will be given and will be made via the original payment method, we will send an email to notify you. A refund can be expected within 3 working days of receiving the returned item back.
Lost Items
Whilst every effort is made to ensure that your item(s) arrive on time and safely, things can still go wrong. If you still haven't received your parcel after 7 working days, please E-Mail us at:[email protected] at your earliest convenience, and we will raise an immediate investigation into your order, and work closely with the delivery service.
Orders placed via Klarna
Due to Klarna's terms & conditions, we cannot accept Klarna orders back for an exchange. If you would like to exchange items, a new order will need to be placed, and you will need to return your original item back for a refund.
For more help please contact:[email protected]