Delivery
PLEASE MAKE SURE YOU PROVIDE US WITH A TELEPHONE NUMBER BECAUSE MOST
COURIER COMPANIES WILL NOT ACCEPT A PACKAGE UNLESS THEY HAVE A TELEPHONE
CONTACT NUMBER.
If the products ordered are in-stock, we make every attempt to ship your
package within 10 working days of receiving your order and often within 48hrs
of receiving your order. However, even though our online store remains open, we
may not be open for business in our physical offices. Please remember
that any goods that are listed/described as ‘Non-Standard’ or Bespoke will have
to be ordered for you and therefore, the delivery will be affected by their
lead-times, which we cannot control.
We do not ship on Fridays, Saturdays, Sundays or on public and company
holidays.
If you want to change an order you have already placed in the online shop, please tell us as quickly as possible, by email, to [email protected] We will do our best to make the change you request, provided the item has not already been ordered for you or booked for collection
Damaged in Transit Merchandise
If an item arrives damaged, it is essential that you notify the BALANCE office within 24 hours of delivery. Do not use the product that has been damaged in transit. The product and all packaging material must be retained until the matter is resolved with the courier.
Returns
The return of goods is not usually accepted by The BALANCE Saddle
Company, unless in the case of a proven manufacturing or materials defect.
Goods that have not been used and are still in their original packaging
may be returnable within a reasonable time frame, but this is at the discretion
of the company.
If you want to return an item as defective, you will need to make
arrangements to return the item to BALANCE in the UK, so that it can be checked
not only with BALANCE, but with the manufacturer of the product and/or supplier
of the materials in that product so that proper assessment can be made. Costs
to return Goods with a suspected fault, must initially be covered by the
client.
You must contact the office before attempting to return any
goods, for any reason. We will supply you with a RETURNS Reference Number
and up-to-date instructions on how to ship the goods and which address to ship
the goods to. Any goods returned without this Reference Number will
be rejected and returned to sender.
Failure to use recommended cleaning, storage and maintenance procedures
and damage caused by accident or misuse will nullify any warranty offered on
the products.
In the unlikely event that the goods are found to be faulty, the company
will, at its discretion arrange to have the item repaired or replaced and
returned to you at its cost. For more information about how we deal with
suspected manufacturing or materials faults, please contact the office for
help. In a genuine case where a product has an obvious defect, we will do
everything we can to ensure that we get the product repaired or replaced as
quickly as we can and with the least inconvenience to you as we can manage.
Also, any reasonable costs for returning the defective goods to BALANCE will be
reimbursed to the client upon written proof of those costs.
IMPORTANT NOTE: THE BALANCE SADDLE COMPANY MAKES NO EXPRESS OR IMPLIED
WARRANTIES OF MERCHANTABILITY OR EXPRESS OR IMPLIED WARRANTIES OF FITNESS FOR A
PARTICULAR PURPOSE. This clause is in no way limits a consumer’s statutory
rights.
Our policies on returns do not affect your statutory rights.
Damaged in Transit Merchandise
If an order arrives damaged, you must notify the BALANCE office within 24 hours of delivery. Do not use the product that has been damaged in transit. The product and all packaging material must be retained until the matter is resolved with the courier.
