Accessory Return Policy
Sometimes your purchase just isn’t quite right. We want you to be completely satisfied with your purchase. You may return unused items, excluding saddles and STEELtec items, within 14 days for exchange or refund to the original payment method. If you need to return or exchange STEELtec items, please refer to the Bit/STEELtec product return policy below. Items must be returned in their original packaging with tags. Unfortunately, we cannot accept returns of custom items, special ordered non-stocking items, or items marked as “final sale”.
Please contact us prior to sending any returns for complete instructions. We will need your invoice number, name, address, phone number, email address and the reason for return/exchange. We will refund the purchase price (minus shipping charges). Purchases by credit card will be refunded to the same card, purchases by check will be refunded by check and may require 14 business days for processing. We recommend that you insure any return shipments for your protection. You will be responsible for the cost of shipping your return/exchange to our facility.
Bit/STEELtec Product Return Policy
We at Stübben would like to thank you for choosing to purchase a STEELtec product. Your complete satisfaction is important to us. Any manufacturing defect that our quality control personnel failed to detect during final inspection will be replaced at no charge. In the event that you need to return one of our products for a warranty related issue or any other reason, you must first obtain a return authorization number by calling (800) 550-1110. With the exception of a warranty issue, any STEELtec product may be returned to Stübben within 14 days in new condition and in original packaging for an exchange, credit, or refund.
Any product returned opened will be considered used and will incur a $15.00 restocking fee. All shipping costs are the responsibility of the buyer.
*All Sales Final on Hackamores and rubber bits*
Used/Demo Saddle Return Policy ** Saddles Purchased Online Only **
Saddles priced at or below $1,499.99 are considered final sale and are a non-returnable and non-refundable purchases.
If the saddle price is $1,500 or more, you have the option to return the saddle unaltered, and in the same condition within 10 days for a $150 restocking fee. After the 10 day trial period any unreturned saddle will be considered final sale and is not eligible to be returned or refunded.
Stübben does not guarantee the fit of any used saddle. Please use the 10 day trial period to ensure your saddle purchase is correct for you and your hose. After the 10 day trial period returns will not be accepted.
Any after sale service such as flocking or repairs are not included in the purchase price of a used saddle.Please contact us here prior to sending any returns for complete instructions. We will need your invoice number, name, address, phone number, email address and the reason for return/exchange. We will refund the purchase price minus shipping charges and restocking fee. We recommend that you insure any return shipments for your protection.
CUSTOM SADDLE PURCHASE TERMS AND CONDITIONS
Fitting Policy: Correct saddle fit for the horse and rider will be assessed and determined by a Stübben certified independent contractor. The fit of the horse and rider will be assessed while standing and being ridden.
Because training styles change and horses’ bodies change over time, custom saddles are guaranteed to fit what is presented at the time of the fitting only. Stübben does not guarantee the fit of the saddle for the life of the saddle. Any questions about the initial fit of the saddle that cannot be addressed by the independent contractor need to be brought to the attention of Stübben through the independent contractor at the time of the recheck fitting. Regular maintenance may be required to ensure proper saddle fit for the life of the saddle. Stübben does not guarantee the fit of the saddle after the first recheck fitting.
Deposit Required: The client is obliged to pay a pre- payment value of 50% of the custom saddle MSRP. The ordered saddle will only be released into production after the pre-payment has been made and then the terms of delivery begin. The purchase price is due upon invoice and must be paid before the saddle ships to the consumer.
Saddle order modifications: Stübben can make changes to an order within 48 hours of the order being submitted. A change to price and lead time may be caused by altering an order. A Stübben independent contractor will contact the consumer to note and confirm any changes.
Cancellation Policy: Stübben can only accept cancellations within 24 hours (1 business day) of the order being signed After the 24hr period has concluded the buyer in effect waves their option to cancel the order and are obligated to pay the balance upon completion. Orders signed on a Friday must be canceled by 5pm the following Monday. All cancelations must be submitted in written form.
Lead Times: At the time the order is submitted a lead time may be given. This is only an estimate. Because pieces are handmade to order, and shipping/customs delays are out of our control, we cannot guarantee specific delivery dates. The lead time does not begin until an order is confirmed with Stübben.
Upon completion: Saddle will not be delivered until any invoice due has been paid in full. The saddle will remain the property of Stübben until the purchase price has been paid in full.
Upon Delivery: It is the customers responsibility to inspect their saddle at the time of delivery. If there is anything incorrect or the saddle has been damaged during shipping, this is the only time customer will be able to address these specific issues. Inquiries regarding product damaged in shipping be sent to info@stubbennorthamerica.com. Please contact your saddle fitter who placed the order to address any concerns about product that may have been ordered arrived incorrectly.
After inspecting the saddle the customer will ride in the saddle for approximately 20hrs. This will allow the wool to settle for a proper saddle fit. It may not be possible to assess the proper fit of a new saddle until after this break in period. Call your Stübben independent contractor within 7 days of receiving the saddle to make an appointment for the first recheck fitting. If through no fault of the independent contractor, the horse and/or rider are not available for a recheck fitting within 6 weeks of receipt of the saddle, the client assumes responsibility for the fit, and waives the fitting guarantee by Stübben.
Saddle recheck service: A new saddle will settle after about 20 hours of riding, then the saddle should be checked by a Stübben certified independent contractor. If necessary, the saddle may need to be flocked or adjusted. This initial saddle adjustment is a normal part of the fitting process and ensures the most accurate fit after delivery.
Not all certified Stübben independent contractors adjust saddles on site. The new saddle may need to be delivered to our workshop for adjustments after being assessed by the independent contractor. This service is complementary to the customer at the time of the first recheck appointment.
Additional recheck appointments may be recommended by the Stübben independent contractor to ensure future saddle fit. This service is offered and performed by the Stübben independent contractor, as part of their customer service, and not a service by Stübben. Any charges for additional appointments and repair services are between the consumer and the independent contractor.
Recheck fitting services are not guaranteed or a part of any agreement for customers in states/territories where there is no Stübben certified independent contractor.
If the customer moves out of their Stübben independent contractor’s region before the saddle is delivered, the recheck fitting may be performed by another certified Stübben Independent Contractor if there is one available in the new area. There may be a charge for the recheck fitting. Any scheduling and fees to be paid are to be determined by the customer and the independent contractor in the new area.
Fitting adjustments after the first recheck appointment are not included as part of this sale and are not the responsibility of Stübben. Stübben itself does not provide nor is it responsible for fitting the saddle after the first recheck appointment.
Variance disclaimer: All our materials are variable and subject to change. Each of our products is unique and is subject to variation in color, characterization, texture etc. Because each piece is unique, please review other examples of our work to confirm you are comfortable with the potential variation. As is typical of custom pieces, Stübben reserves the right to alter designs to improve a piece’s stability or function. Please allow for a dimensional tolerance of 1cm on every piece.
Warranty: All Stübben leather goods carry a one-year warranty guaranteeing the workmanship and that the product is free of material defects. The Stübben tree has a 10yr warranty covering manufacturing defects, or material failure. Stübben is not responsible for, and no warranty is extended to cover normal wear, damages made by neglect or misuse of the product. Stübben does not warranty or guarantee the fit of a custom made saddle after the first recheck fitting. Any modifications made to a Stübben saddle by a uncertified repair person voids this warranty. All warranty claims are to be submitted through a Stübben independent contractor when one is available. The scope of the repair will be determined by the independent contractor and Stübben and may result in the saddle being sent to our repair center. Shipping will be provided by Stübben. Warranty claims should be submitted to Stübben as soon as possible in written form with attached pictures to document the case.
Safety: Horse activities are inherently dangerous, the customer accepts that the manufacturers, distributors and Stübben independent contractors do not accept any responsibilities for injury, death, lameness, or damages resulting from the use or misuse of Stübben products. For many reasons, horses may become sore in their bodies. When a customer suspects that their saddle is causing soreness or discomfort; it is the customers responsibility to immediately discontinue use of the saddle and contact a certified Stübben independent contractor. Stübben is not responsible for injury or soreness due to the owner’s failure to immediately discontinue use of the saddle, or for problems which may be related to pre-existing conditions.
Refund Policy: Stübben saddles are made specifically for the customer and are final sale and non-returnable or refundable. Used/Demo saddles over $1500.00 may be refunded if returned to Stübben within 10 days of delivery minus a $150 restocking fee.
Stübben stands behind their products and partnered independent contractors. Stübben will exhaust all options to provide the customer with a product that fits the horse and rider to their standards before considering a refund. If the agreed resolution results in a refund a 10% restocking fee will be charged for any refunds given on custom ordered saddles.
